Customer Information Centre Team Leader

The Opportunity

This is an exciting opportunity for an enthusiastic and passionate Team Leader to provide excellent customer service and lead our high performing Contact Centre team.

In this role you will supervise the daily activities of the Contact Centre staff, ensuring a high standard of customer service provision to customers of the Main Roads Customer Information Centre that operates 24 hours per day, 7 days a week. You will lead, nurture and motivate a team that prides itself on effective, efficient and timely customer service
.

As the Customer Information Centre Team Leader, you will assist and support the Customer Service Manager with the implementation, monitoring and reporting of performance targets, being a key support to the review and development of the centre's business plan and related policies and procedures to ensure the Departments Customer Service Charter, KPI's and modern business practices are maintained.

F
or further information about the role, we encourage you to review the attached Job Description Form (JDF) and contact
Jenine McKennay, A/ Project Manager on between 8.30am and 4pm Monday to Friday.

There is currently
one (1) permanent opportunity
, with full-time Monday to Friday office hours. On-call availability is a requirement of this role.

Location:

• East Perth (Waterloo Crescent)
• Innaloo or Butler - Positions may also open in the near future, depending on availability.

Suitable applicants will be placed in a pool from which appointments will be made for this or similar future vacancies (fixed term or permanent) that arise within the next 12 months from date of first appointment across the Department of Transport.

About you

• Demonstrate a passion for leadership, the ability to lead a large team and experience in a customer service environment
• Cultivate strong, productive relationships and partnerships
• Empower, inspire and manage a team to achieve results
• Thrive in a fast-paced and changing environment to suit the needs of the business
• Communicate clearly and confidently with a diverse range of people from various backgrounds

As part of our team

We invite you to
Be
Part of Something REAL
. At the Department of Transport and Major Infrastructure (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.

As part of our team, you will enjoy

• A competitive salary, and
  12%
  employer contributed superannuation and salary sacrifice options.
• Not just a job, but an opportunity to develop your career across other areas of transport.
• A varied and exciting role where you will handle a wide range of customer enquiries.
• Training to set you up for success Training may be on the job, computer or classroom based.
• Support from your manager and team, we have a strong team culture and help each other achieve our customer service goals.
• Bright, modern facility close to transport links with a friendly team environment.
• Work for an innovative Government agency with limitless long-term career prospects.
• Generous leave entitlements including 4 weeks' annual leave, 3 public service holidays yearly and long service leave every 7 years.

How to Apply

Apply
online
by clicking the '
Apply for Job
' button and provide the following documents in
Word or PDF format
:

1. A detailed CV that clearly outlines the skills and experiences you have gained in relation to the job description; and

2. A maximum two (2) page written application addressing the below Selection Criteria as stated on the Job Description Form (JDF):

3. (SC3)
   Experience in coaching and mentoring employees to meet Key Results Areas (KRA) and Key Performance Indicators (KPI).

4. (SC4)
   Proven ability to build and foster relationships with teams, colleagues and customers

5. 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, 2nd September 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 (DTMI) 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