Customer Service Officer, Hubs

Location: Melbourne | CBD

Job type: Full time

Organisation: Department of Transport

**Salary**: $73,842 - $81,753

Occupation: Customer Service/Call Centre

Reference: VG/DOT/OOTS/1698610B

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.

**About the Team**

Transport Communications and Experience is a Group within the Department of Transport and Planning, and is responsible for informing, consulting and engaging with our customers, industry partners, employees and the broader community about Victoria's transport programs, projects and services. We enrich Victorians' experience of an integrated transport network by providing information and experiences that support simple, safe, connected journeys.

**About the Opportunity**

The Customer Service Officer provides exceptional customer service to Victoria's public transport users. Located at the PTV Hub Southern Cross Station, the Customer Service Officer supports travellers with ticketing and multi-modal travel enquiries, offering first contact resolution and a value-added experience for all customers.

**About You**
- Proven experience providing exceptional face-to-face customer service and first contact resolution for customer enquiries and/or complaints.
- Knowledge and experience in reporting, creating spreadsheets and graphs and Excel/Google Sheet competency.
- Well-developed problem-solving skills with the ability to proactively resolve complex customer enquiries within specified business rules or policy guidelines.
- Strong attention to detail and motivation to proactively recognise, initiate and support opportunities for continuous improvement.
- Experience proactively managing customer expectations, both independently and within a team environment, in line with established key performance measures.

**Desirable**
- Previous experience working in face-to-face customer service environment, such as retail or hospitality
- Knowledge of Victoria's public transport network and myki ticketing system will be highly regarded

**Additional Information**

This position will be required to undertake shift work which will include as part of a regular pattern or roster cycle Saturday, Sunday, Public Holiday, and/or morning and afternoon shifts.
- Weekdays 10:40am - 6:40pm
- Weekends 8:45am - 5:15pm (Every second weekend)

**Culture and Benefits**

The Department of Transport and Planning is committed to building a culture of developing our people to achieve great outcomes for the Victorian transport network. We are proud of our commitment to flexible work arrangements that support different ways of working, helping employees balance work and life. More information on the PD attached.

**How to Apply**

This position requires the successful employee to provide evidence of being fully vaccinated against COVID-19, or medical evidence which confirms the individual is unable to receive a dose, or a further dose, of a COVID-19 vaccine due to a medical contraindication or an acute medical illness. To be considered up to date vaccinated, you must have been administered COVID-19 vaccines as determined by the Australian Technical Advisory Group on Immunisation (ATAGI). DTP is requiring all staff to be Vaccinated and to have had Booster Vaccination (Triple vaccinated as a minimum).

Failure to comply with this condition of employment will impact your eligibility for employment in this position with DTP.

Information provided to the Department of Transport and Planning will be treated in the strictest confidence.