Customer Service Officer

Job description

Agency Department of Logistics and Infrastructure Work unit Motor Vehicle Registry

Job title Customer Service Officer Designation Administrative Officer 3

Job type Full time Duration Ongoing

Salary $66,773 - $71,746 Location Alice Springs, Darwin, Katherine, Tennant

Creek, Nhulunbuy

Position number 11462 RTF Closing 12/11/2025

Contact officer Donna Hatton, Manager Frontline Operations 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

Provide quality customer service and advice to customers on all driver licensing and vehicle registration matters as well as

administration services and support for the effective operation of MVR offices.

Context statement

The Customer Service Officer delivers both face-to-face front counter assistance and call centre services through the MVR Contact

Centre. The MVR Contact Centre supports the operation of MVR, delivering a range of services including call centre services;

customer complaints handling and problem resolution; remote locality support, including Police Outstation MVR service-related

administration; mail processing; and processing and administration of on-line customer transactions.

Key duties and responsibilities

1. Provide high quality, customer focused services across both MVR front counter and contact centre settings.

2. Evaluate, authorise and process registration and licensing transactions in line with MVR policies, procedures and within

delegated powers as an MVR Deputy Registrar under the Motor Vehicles Act 1949.

3. Undertake general financial duties such as handling cash and EFTPOS transaction with a high level of accuracy including

conducting daily reconciliations and identify and reporting discrepancies to the appropriate level.

4. Provide timely advice, guidance and accurate information to customers on driver licensing and vehicle registration matters.

5. Maintain accurate driver licence and vehicle records using MVR's mainframe computer system.

6. Perform theory tests, issue conditional licences, licence class prerequisites and non-standard evidence of residency approvals.

Selection criteria

Essential

1. A sound understanding of customer service focused delivery and experience in providing a professional and efficient service.

2. Cash handling and balancing experience with an understanding of financial management practices in a customer service

environment, including EFTPOS transactions via a Point of Sale (POS) system.

3. Well-developed communication and interpersonal skills to interact effectively with a range of customers from diverse cultural

backgrounds in a courteous and professional manner.

4. Demonstrated ability to complete data entry accurately and efficiently and ability to use multiple software systems and

databases, or the ability to quickly acquire.

5. Demonstrated work ethic with the ability to apply initiative and solve practical problems, while working unsupervised and as a

member of a team in a high pressure and fast paced environment.

6. Demonstrated understanding of the importance of maintaining privacy and confidentiality.

Desirable

1. Previous experience in a contact centre environment.

2. Sound knowledge of driver licensing and vehicle registration policy and procedures or a demonstrated capacity to interpret and

apply legislation.

Further information

This role may include rotational Saturday shifts and duties at other regional Motor Vehicle Registry offices. A National Police

Criminal History Check may be required prior to commencement. Opportunities are available across multiple locations including

Darwin, Katherine, Tennant Creek, Gove, and Alice Springs