Customer Service Supervisor Hubs

Location: Melbourne | CBD

Job type: Full Time - Fixed Term

Organisation: Department of Transport and Planning

**Salary**: $92,332 - $104,762

Occupation: Customer Service/Call Centre

Reference: 3835

**About the Role**
**This is a 2 year Fixed Term Opportunity until April 2026**

This role provides world-leading, face-to-face customer service at DTP Hubs through first contact resolution for all customer enquiries, utilising a variety of knowledgebase tools and working collaboratively as part of a team to enable customers to choose to use the network.

With an operational focus, this is an excellent opportunity for someone looking to expand on their communication,supervisory and systems experience.

The Customer Service Supervisor Hubs also adds value to the customer experience by proactively identifying ways to continuously improve the delivery of face-to-face customer service across a variety of functions that impact on patrons utilising DTP Hubs.

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

**Position Outcomes / Accountabilities**
The Department of Transport and Planning is recruiting a Customer Service Supervisor to lead our customer experience initiatives across key hubs, including the Southern Cross Station. In this role, you will oversee the implementation of our Customer Experience framework, manage seasonal hub operations, and coordinate events with a small team of casual employees. You will administer ticketing products and passes in compliance with our established criteria and business rules.

**Key Selection Criteria**
- Customer Focus: Understand customer requirements and how work addresses customer needs; Identify opportunities to improve services; Committed to delivering high quality outcomes for clients
- Working collaboratively: Build a supportive and cooperative team environment; Engages other teams to share information in order to understand or respond to issues;
- Innovation and Continuous Improvement: Offers suggestions and ideas, encourages others to do the same; Leverage on existing continuous improvement systems and procedures to improve outcomes, quality and efficiency of work;
- Policy Design and Development: Interprets and applies policies relevant to own work; Determines relevant data and evidence gathering approach; Conducts critical analysis on data and evidences collected.
- Team Management: Aligns work activities with operational plans and organisational values and goals through effective people management and role modelling.

**Qualifications and Experience**
**Desirable**
- Relevant certification or qualification in customer service or engagement.
- Experience with managing people and stakeholders.

**Role Specific Requirements**
- May Involve evening or weekend work including occasional overnight travel.
- You may be required to undertake a medical and other safety compliance requirement.
- Flexible with availability in the Hub operating hours.

**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 Service.
- A hybrid working model focused on collaboration and teamwork.
- 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.