Customer Resolutions Assistant

4 days ago

Melbourne, Australia Department of Transport and Planning Full time

Location: Melbourne | Parkville

Job type: Ongoing - Full Time

Organisation: Department of Transport and Planning

**Salary**: $58,539 - $75,175

Occupation: Customer Service/Call Centre

Reference: 6196

**About the Role**
**Ongoing - Full time**

The Customer Resolution Assistant will respond to customer enquiries in accordance with business rules and standards to ensure road user feedback is responded to in a timely manner. The role will work with others to respond to customer issues around Maintenance, Hazards and Abandoned Vehicles to deliver the best possible outcomes for customers within the expected timeframe. The role will balance multiple day to day activities ensuring quality is upheld and performance targets are met.

**To access the position description, please click link here.**

**Position Outcomes**
- Exercise professional judgment to respond to external customer enquiries in accordance with process, systems and standards, under general Supervision.
- Exercise judgment to deliver the road hazard management function for the state, including timely responses to comments and feedback from road users and the community regarding road condition and any safety concerns.
- Perform the task of organising the removal and/or disposal of abandoned vehicles in accordance with established policy, process’ and legislation.
- Contribute to changing work process’ where necessary to ensure efficient information and management systems are in place.
- Under general supervision, perform duties while providing a high quality of customer service and meeting performance targets and assist colleagues with work as required.

**KEY SELECTION CRITERIA**

**QUALIFICATIONS AND EXPERIENCE**:
**Mandetory**
- Experience in Customer Service
- Experience relevant to the capabilities of the role

**Desirable**
- Written correspondence
- Ability to interpret government policy and legislation

**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
- 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 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**

**Non-DTP Employees (Including VPS outside of DTP)**

Create an account by clicking the **‘Apply’** button and follow the prompts. For help, **click here** for Quick Reference Guide.

**Applications close at 11:59PM on Sunday 15 December 2024.**

Preferred applicants will need to complete a police check and other pre-employment checks. Your information will be treated confidentially.

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