Senior Customer Service Officer

Job description

Agency Department of Logistics and Infrastructure Work unit Motor Vehicle Registry

Job title Senior Customer Service Officer Designation Administrative Officer 4

Job type Full time Duration Ongoing

Salary $75,091 - $85,611 Location Darwin

Position number 33178 RTF Closing 28/08/2025

Contact officer Judith Plenty, A/Manager on or

About the agency

Apply online

APPLICATIONS MUST INCLUDE A ONE-PAGE SUMMARY ABOUT YOU, A DETAILED RESUME AND COPIES OF YOUR TERTIARY

QUALIFICATIONS

Information for applicants – inclusion and diversity and Special Measures recruitment plans

The NTPS values diversity. The NTPS encourages people from all diversity groups to apply for vacancies and accommodates people with

disability by making reasonable workplace adjustments. If you require an adjustment for the recruitment process or job, please discuss

this with the contact officer. For more information about applying for this position and the merit process, go to the OCPE website.

Aboriginal applicants will be granted priority consideration for this vacancy. For more information on Special Measures plans, go to the

OCPE website.

Primary objective

As Senior Customer Service Officer of the Darwin area Motor Vehicle Registry front counter or contact centre, provide support and

assistance to the management of Motor Vehicle Registry's frontline operations and staff in the Northern Territory. Undertake

administration services and ensure provision of high-quality customer service.

Key duties and responsibilities

1. Responsible for delivering front counter or contact centre operations, perform duties as front-line Senior Customer Service Officer

and as a member of the MVR Customer Service Team, participate in Customer Service staff rotations, to support the MVR Office

operations in the Northern Territory.

1. Perform the full range of Customer Service Officer duties and act as a senior reference point for staff on MVR matters.
2. Assist the Team Leader and evaluating of staff and the provision of on-the-job training, mentoring and guidance of customer service

staff in MVR operations and functions.

4. Exercise delegations as Deputy Registrar and use discretionary powers in those more complex cases not necessarily covered in the

regulatory framework.

Selection criteria

Essential

1. Demonstrated experience with promoting quality customer service and successful team building.

2. Proven ability with providing mentoring and guidance to staff on the job.

3. Proven ability to interpret and apply operational policy and procedures regarding driver licensing and vehicle registration or the ability

to quickly acquire such knowledge within a short period.

4. Well-developed interpersonal, written and oral communication skills with the ability to resolve conflict and provide acceptable

outcomes for customers and staff from diverse cultural backgrounds.

5. Proven ability for cash handling and balancing, with an understanding of financial management practices in a customer service

environment.

6. Proven experience in maintaining confidentiality within a professional environment.

7. Ability to initiate, implement and positively effect change, as well as being able to meet deadlines and manage competing tasks in a

busy work environment.

8. Demonstrated ability to enter accurate and timely data and experience in using office automation software applications such as

electronic mail, web browsers, word processing and spreadsheet packages

9. An understanding of Work Health and Safety matters as they apply to a workplace or the ability to acquire knowledge within a short

period.

Desirable

1. Sound knowledge of driver licensing and vehicle registration policy and procedures.

Further information

1. Successful applicant must demonstrate to the delegate's satisfaction, they are of satisfactory character to perform the role. This may

require the successful applicant to provide a National Police Criminal History Check prior to commencement.

2. The successful applicant may be required to travel to other MVR locations from time to time.