Access Facilitator

Overview

Are you an expert at delivering exceptional customer service? Do you have extensive experience working with customers and managing complex cases? We are looking for a dedicated and detail-oriented professional to join our team and support the efficient delivery of the permit application process for heavy vehicles and infrastructure, ensuring alignment with business priorities around safety and compliance. NHVR has an opportunity available in Brisbane or Adelaide, on a permanent part-time basis (3 days a week).

Responsibilities

- Application Progression: Review and manage permit application processes for various vehicle classes and combinations, ensuring timely, accurate, and efficient progression.
- Demand Management: Assist in the development and implementation of demand management strategies to ensure cost-effective service delivery to customers, the heavy vehicle industry, and government partners.
- Stakeholder Relationships: Build and maintain strong, effective relationships with industry representatives, customers, and government partners to enhance collaboration.
- National Vehicle Access: Contribute to advice provided to the Access Leadership Team to improve vehicle access across the transport network at a national level.
- Negotiations and Conflict Resolution: Engage in negotiations and manage customer complaints, fostering professional relationships with federal, state, and local government agencies, industry bodies, and other key stakeholders.
- Customer Advice: Provide clear and accurate advice on the vehicle permit application process, vehicle standards, and regulatory requirements, including the HVNL, road, vehicle, and travel conditions.
- Exceptional Service Delivery: Deliver outstanding customer service, ensuring all stakeholders receive accurate, timely information while effectively managing risks.
- Confidentiality and Compliance: Ensure the secure management of confidential information and adherence to relevant legislative and corporate policy requirements.
- Team Contribution: Work collaboratively with your team to meet and exceed customer service standards, contributing to process improvements and consistent service delivery.
- Workplace Safety: Comply with WH&S policies and procedures, promoting a safe and healthy work environment.

Skills and Capabilities

- Customer Service Excellence: Proven ability to provide high-quality customer service and work collaboratively with team members to meet service standards.
- Interpersonal Skills: Strong relationship-building abilities, with experience managing and nurturing relationships with customers, key stakeholders, and government agencies.
- Written Communication: Exceptional written communication skills, including the ability to clearly articulate complex issues, risks, and outcomes in reports, briefings, business cases, and service level agreements.
- Priority Management: Ability to manage multiple priorities effectively while maintaining attention to detail and meeting deadlines.
- Problem Solving and Analysis: Strong analytical, problem-solving, and decision-making skills, applying sound judgment in complex situations.
- Legislative Knowledge: Ability to rapidly acquire and apply knowledge of the NHVR, relevant legislation, and regulatory policies.

Qualifications and Experience

- Experience in the heavy vehicle industry and regulatory compliance.
- Proven track record in a customer/client-focused commercial organization.
- Relevant qualifications in business management, transport and logistics, project management, or leadership.

Why join us?

The National Heavy Vehicle Regulator (NHVR) commenced operations in 2013 as the national entity responsible for regulating all vehicles in Australia over 4.5 tonnes gross vehicle mass. The NHVR minimises the compliance burden on the heavy vehicle transport industry, reduces duplication and inconsistences across state and territory borders, and ultimately for the heavy vehicle business with government in Australia.

We are headquartered in Brisbane and employ more than 1000 people across the ACT, New South Wales, Queensland, South Australia, Tasmania and Victoria.

What we offer

- A competitive salary package from $102,056.69 (pro-rata) + superannuation
- Up to 15.25% superannuation through a co-contribution scheme
- Modern office environment with attractive end of trip facilities
- Additional paid leave over Christmas closure
- Hybrid working environment – up to 2 days from home.
- Wellbeing programs – discounted fitness through Fitness Passport, Discount health insurance, flu vaccine, financial programs including discounted banking products, finance information sessions
- Salary packaging options including novated lease
- Discounted IT products including Microsoft and free family password security plan
- Ongoing training and professional development support
- Professional membership

Application Process

Please apply with your CV and cover letter addressing the essential requirements of the role.

Applications close: 5pm Wednesday 24 September 2025 (applications may close earlier than the listed closing date if suitable candidate/s are identified prior).

If you have any questions, please don’t hesitate to contact the NHVR recruitment team on recruitment@nhvr.gov.au.

Successful applicants will be required to complete standard pre-employment checks including a national police and work rights check.

We are committed to being an inclusive, diverse and flexible workplace where differences are valued. We welcome applications from people of all backgrounds, experience and abilities.

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