Customer Resolution Specialist

4 days ago

Melbourne, Victoria, Australia Department of Transport and Planning Full time

As a Customer Resolution Specialist at the Department of Transport and Planning, you will play a key role in delivering exceptional customer experiences.

About the Role

This is an exciting opportunity to join our team and contribute to making Victorian communities more accessible and liveable.

Ongoing – Full time (Multiple positions)

We are seeking a skilled professional who can use analytical, creative, and proactive approaches to improve the customer experience.

The successful candidate will work with others to respond to customer issues around Maintenance, Hazards, Notice of Incident, and Claims and Abandoned Vehicles to deliver the best possible outcomes for customers within the expected timeframe.

You will balance multiple day-to-day activities ensuring quality is upheld and performance targets are met.

Key Responsibilities
  • Exercise professional judgment to assist in the delivery of road hazard management tasks and projects.
  • Use conceptual and analytical skills to develop responses to customers for Notice of Incidents and evaluate accident damage claims in a timely manner.
  • Exercise professional judgment when organising the removal and/or disposal of abandoned vehicles in accordance with established policies, procedures, and legislation.
  • Provide advice, training, and support to stakeholders and less experienced employees in the use of corporate systems and processes.
Position Outcomes
  • Develop innovative indicators to assess customer response performance and produce regular reports for management and stakeholders.
Requirements
  • The ideal candidate will monitor customer satisfaction to gain critical insights and identify opportunities for continuous improvement.
  • Apply critical thinking and problem-solving skills to resolve issues through understanding existing guidelines or by seeking necessary information.
  • Demonstrate strong interpersonal skills by understanding others' perspectives and tailoring communication to meet stakeholder needs.
  • Contribute to innovation and continuous improvement by actively seeking ways to innovate, offering suggestions, and leveraging existing systems to enhance outcomes, quality, and efficiency.
What We Offer
  • A competitive salary between $70,000 - $100,000 per annum
  • Meaningful work making Victorian communities more accessible and liveable.
  • Professional growth and development opportunities across the department and the wider Victorian Public Services.
  • A hybrid working model focused on collaboration and teamwork.
  • Optimal work-life balance initiatives including flexible working arrangements.
  • Opportunity to work across multiple urban and suburban hubs.
  • We prioritise the development of a safe and inclusive culture.
Culture Values
  • We are an equal opportunity employer embracing a diverse range of applicants.
  • We prioritise the development of a safe, inclusive, and high-performance culture.

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