Customer Response Officer

Join to apply for the Customer Response Officer role at Department of Transport and Planning

Join to apply for the Customer Response Officer role at Department of Transport and Planning

About Us

The Department of Transport and Planning oversees key planning, transport and land use policy decisions and management across the State. A life-cycle approach to planning, building, connecting and sustaining communities means our people can come together to; improve services, deliver sustainable projects, focus on customer engagement, streamline regulatory approval pathways, facilitate community consultation and better realise local economic opportunities for more liveable communities across Victoria.

Title: Customer Response Officer

Requisition ID: 8062

Work Type: Ongoing Full Time

Fixed Term Period: Not Applicable

Location: Melbourne - East

Date Posted: 30 Jul 2025

About Us

The Department of Transport and Planning oversees key planning, transport and land use policy decisions and management across the State. A life-cycle approach to planning, building, connecting and sustaining communities means our people can come together to; improve services, deliver sustainable projects, focus on customer engagement, streamline regulatory approval pathways, facilitate community consultation and better realise local economic opportunities for more liveable communities across Victoria.

The Transport Operations Centre (TOC) is a Branch within the Department of Transport and Planning that is a State critical service, responsible for the 24/7 operation of 272,000km of state arterial roads in Victoria, and coordination across all modes of transport. The TOC is a fast paced, dynamic and energetic environment, where your work has immediate impact on millions of journeys in real time, every day.

We're focused on outcomes that deliver more choice, connections and confidence in our travel, ensuring the whole transport network works as one to deliver better services and outcomes.

About The Role

This position provides front line customer service on traffic and transport related enquiries and assists with activities relating to the management of the Victorian road network.

As Our Ideal Candidate, You Will Have

• A commitment to high level customer service,
• Ability to work independently and take initiative,
• Aptitude to operate and use a variety of computer programs and systems,
• Excellent written and verbal communication skills.
  
  

Position Outcomes / Accountabilities

To access the Position Description, please click here.

• Exercise professional judgment to respond to customer enquiries including logging, classifying and actioning reported hazards, traffic signals and other equipment faults, faults reported from the public, emergency services and Department of Transport and Planning's contractors, and assessing if issues have been appropriately rectified.
• Use conceptual and analytical skills to monitor and control a range of Traffic Management systems including SCATS, Streams, CCTV as well as investigation of alarms and reports from the public and other stakeholders, and recommending appropriate courses of action, under broad supervision.
• Accurately and articulately record customer enquiries and actions taken in the management of the road network.
• Work effectively with others to transfer knowledge and information and create a supportive and productive team environment.
• Provide advice, training and support to stakeholders and less experienced employees in the use of the corporate systems and processes.
• In line with Section 31A of the Public Administration Act 2004 (Vic) other duties may be assigned consistent with employment classification, skills, and capabilities
  
  

Key Selection Criteria

The Department of Transport and Planning is seeking a motivated and service oriented Customer Response Officer to support our customer engagement and response activities. In this role, you will respond to a range of enquiries and feedback from the public, working across multiple communication channels. Your focus will be delivering timely, accurate and empathetic responses that reflect our values and commitment to quality service.

We are looking for candidates who are customer-focused, with strong interpersonal skills and the ability to tailor communication to suit different audiences. You'll need a foundational understanding of systems thinking and the ability to see how your role connects to wider departmental goals. Critical thinking and problem-solving are also essential, as you'll often be required to interpret policy and escalate matters appropriately.

Join us in shaping a transport system that puts people first.

Apply now to make a meaningful difference in how we serve Victoria.

Personal Attributes

On a personal level, the candidate will be a collaborative team player who supports others and shares information openly, while demonstrating strong self-awareness by understanding the impact of their behaviour and seeking feedback to continuously improve.

Qualifications And Experience

Desirable

• Tertiary qualification in a relevant or related discipline.
  
  

Role Specific Requirements

• Ordinary Hours of Work – This position may be required to undertake work which will include as part of a regular roster cycle weekend and/or afternoon/night shifts.
  
  

What We Offer

• Meaningful work making Victorian communities more accessible and liveable
• Professional growth and development opportunities across the department and the wider Victorian Public Services
• Optimal work-life balance initiatives including flexible working arrangements
• We prioritise the development of a safe and inclusive culture
  
  

Culture Value

We are an equal opportunity employer, embracing a diverse range of applicants such as veterans, and people who identify as Aboriginal and/or Torres Strait Islander, LGBTQIA community members, individuals with disabilities and/or health conditions, as well as those from varied faith and cultural backgrounds. At our department, we prioritize the development of a safe, inclusive, and high-performance culture through shared actions and behaviours that align with our strategy and direction. This empowers our employees to effectively contribute to our goals.

How To Apply

Click the 'Apply' button and you'll be redirected to a new platform and create an account.

If have any issues, click here for Quick Reference Guide on how to apply.

Applications close 11.59pm on Tuesday, 19th of August 2025.

Please include a resume and cover letter. All applications must be submitted through the online portal. We're unable to consider email or manual applications at this time.

For further information about the role please contact Paola Gonzalez - Manager Transport Operations Centre via paola.gonzalez@transport.vic.gov.au.

Preferred applicants may be required to complete a police check and may be subject to other pre-employment checks. Information provided to the Department of Transport and Planning will be treated in the strictest confidence.

Please let us know by phone or email if you need any adjustments to fully participate in the recruitment process. If you require the ad or any attachments in an accessible format (e.g., large print) due to viewing difficulties or other accessibility needs, we are happy to accommodate.Seniority level

• Seniority levelEntry level

Employment type

• Employment typeFull-time

Job function

• Job functionOther
• IndustriesGovernment Administration

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