Customer Response Officer

**Overview**:
**Work Type**:Ongoing - Full-time

**Salary**: $79,122 - $96,073

**Grade**:VPS 3

**Occupation**:Customer service

**Location**:Melbourne - CBD and Inner Metro suburbs

**Reference**:8062

**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.
- 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.

**To access the Position Description,**please click here.**

**Position Outcomes / Accountabilities**

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.
- Join us in shaping a transport system that puts people first.
- to make a meaningful difference in how we serve Victoria.

**Personal Attributes**

**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.
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