Customer Service Supervisor

The Opportunity

We are seeking a confident, experienced customer service specialist to lead our team.

As the Customer Service Supervisor in our Albany Service Centre, you'll play a key leadership role in delivering essential transport services to the local community. This is your chance to step into a dynamic position where you'll guide a team, resolve complex customer enquiries, and drive service improvements through quality assurance and training. If you're looking for a rewarding career with real impact in regional WA, this is an opportunity to lead with purpose and grow with us.

For further information about the role, we encourage you to review the attached Job Description Form (JDF) and contact Melanie Benson, Customer Services Manager, on or

There is currently 1 permanent position available for immediate filling.

The successful applicant or applicants assessed as suitable through this process may receive further offers of employment (fixed term or permanent) in this or similar roles for a period of twelve (12) months from date of first appointment.

About you

To succeed in this role, you will:

• Have experience leading frontline teams in a customer service setting.
• Demonstrate strong technical knowledge of transport services or the ability to quickly learn and apply complex procedures.
• Be confident managing performance and quality standards, including coaching and developing team members.
• Possess excellent communication and interpersonal skills to liaise with customers and stakeholders at all levels.
• Have experience in cash handling.
• Be organised and methodical in managing multiple priorities.

Desirable skills
include knowledge of licensing legislation and experience using systems such as
TRELIS
.

We believe everyone at the DTMI is a leader, contributing to our impactful work for the sector and community. We expect all employees to embody the behaviours and mindsets outlined in the Building Leadership Impact and Leadership Expectations. The leadership context of this position is Leading Others.

Our Offer

We invite you to
Be
Part of Something REAL
. At DTMI, we value
real connection
,
growth
,
wellbeing
, and
purpose
. We are deeply embedded in our community, fostering an environment where employees feel seen, heard, and empowered. Our modern work environment supports continuous learning and development, making a significant impact on Western Australia's prosperity. We prioritise employee wellbeing and collaborate with the community to create a thriving, connected state. Learn more about our commitment to you, here.

• A competitive salary,
  12%
  employer contributed superannuation and salary sacrifice options.
• Generous leave entitlements with the ability to accrue flexi-time and 3 additional public holidays per year on top of 4 weeks' annual leave
• A chance to
  make a tangible difference
  in your local community.
• Comprehensive training and career development opportunities.
• A supportive and welcoming team culture where your wellbeing matters.

Apply Now

Apply
online
by clicking the '
Apply for Job
' button and submit the following:

1. A targeted CV that clearly outlines the skills and experience you have gained in relation to the job description (submitted in Word or PDF format)

2. Answers to the following questions, submitted via the online portal:

3. In 300 words or less, how will your previous work experience assist you to lead a team in in a high-volume customer service environment?

4. In 300 words or less, describe a time you had to de-escalate an angry customer. What was the situation and what did you do to solve the problem?

Please, nominate two (2) referees who can provide feedback on your capacity to meet the Work-Related Requirements. At least one of the referees should be your most recent, immediate supervisor.

Applications for this opportunity close at 3pm on
Tuesday the 21st of October, 2025.
Please ensure your application is submitted on time, as
late applications will not be accepted
.

DTMI may conduct further search activities or extend the closing date, if required to supplement the field of applicants.

Our commitment to a diverse and inclusive workplace

The Department of Transport and Major Infrastructure is committed to building a thriving workforce that reflects the diversity of our customers and our community. We encourage applications from every background, including Aboriginal and Torres Strait Islander people, people with disability, women, youth, members of the LGBTQIA+ community, and people from culturally and linguistically diverse backgrounds.

If you have any support or access needs that may require adjustments to allow you to fully participate in this selection process (including an alternate format of the application form), have any question about the process or how to submit your application, please contact our Recruitment Team at or