Job Description
Overview
Work Type: Ongoing - Full-time
Salary: $79,122 - $96,073
Grade: VPS 3
Occupation: Customer service
Location: Melbourne - CBD and Inner Metro suburbs
Reference: 9538
About us
We create thriving places and connected communities. We bring together transport, planning, land use, precinct and policy functions in a single department to deliver the best outcomes for Victorians.
Together with our portfolio agencies, we are responsible for planning, building, operating and maintaining Victoria’s transport, planning and land services for use by all.
We foster a safe, inclusive and constructive place to work.
About the role
This is an ongoing, full-time position. Join the Transport Services Group to deliver front-line customer service for traffic and transport-related enquiries, while supporting activities associated with the management of the Victorian road network.
Key Selection Criteria
The successful candidate will demonstrate strong Core Victorian Public Service (VPS) capabilities, with a clear focus on delivering high-quality customer service by monitoring satisfaction, identifying insights, and pursuing continuous improvement and innovation. They will show well-developed interpersonal skills, including the ability to understand diverse perspectives, recognise stakeholder needs, and tailor communication styles to support effective and responsive service delivery.
In addition, the successful candidate will apply systems thinking to understand how their work connects with broader organisational processes, while using sound critical thinking and problem-solving skills to resolve issues within policy and procedural frameworks. They will work collaboratively with colleagues to achieve team goals, share information, and support others when required, while demonstrating strong self-awareness through managing emotional responses and using feedback to identify personal strengths and development opportunities.
Position Description, please click here Customer Response Officer 9538
Position Accountabilities
Exercise professional judgment to respond to customer enquiries including logging, classifying and actioning reported hazards, traffic signals and other equipment faults, faults reported from the public, emergency services and Department of Transport and Planning’s contractors, and assessing if issues have Customer Response Officer Page 2 V1 2025 been appropriately rectified.
Use conceptual and analytical skills to monitor and control a range of Traffic Management systems including SCATS, Streams, CCTV as well as investigation of alarms and reports from the public and other stakeholders, and recommending appropriate courses of action, under broad supervision.
Accurately and articulately record customer enquiries and actions taken in the management of the road network.
Qualifications and Experience
An appropriate tertiary qualification or equivalent experience a similar discipline is highly desirable.
Other relevant information:
This position may be required to undertake work which will include as part of a regular roster cycle weekend and/or afternoon/night shifts. Shift penalties and allowances will be paid in addition to your regular salary for these shifts.
Cultural Values
We welcome applicants from a diverse range of backgrounds representing the community that we serve, including veterans, parents, carers, First Peoples, people with disability, multicultural, multifaith and LGBTIQA+ individuals.
As an equal opportunity employer, we are committed to fostering a safe, inclusive, and high-performance culture. Through shared actions and behaviours aligned with our strategy and direction, we empower our people to thrive and meaningfully contribute to the department’s goals.
What we offer
Working at the Department of Transport and Planning provides people with the opportunity to contribute to creating thriving places and connected communities for all Victorians.
For further details please refer to Careers at the Department of Transport and Planning.
Pre-employment checks and employment conditions
All new appointments to the department will be subject to a National Criminal Records Check, Misconduct Screening, and a Qualification Check where there is a requirement for a mandatory qualification. Information provided to the Department of Transport and Planning will be treated in the strictest confidence consistent with the requirements of the Privacy and Data Protection Act 2014.
Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa necessary for the nature of the position.
Recipients of Victorian Public Service (VPS) voluntary departure packages should note that re-employment restrictions apply.
Non-VPS applicants will be subject to a probation period of six months.
How to apply
Click the ‘Apply’ button to be redirected to our recruitment platform, where you may need to create an account to submit your application.
Applications close at 11.59pm on Thursday, 19 February 2025.
If you encounter any issues, refer to our Quick Reference Guide for step-by-step instructions.
Please include both your resume and a cover letter. All applications must be submitted via the online portal, we’re unable to accept email or manual submissions.
For further information about the role, please contact Ryan Rayos, Operations Lead Transport Operations Centre via email ryan.j.rayos@transport.vic.gov.au
I
mportant Information:
If you require any adjustments to fully participate in the recruitment process or need the advert or attachments in an accessible format (e.g., large print), please contact us by phone or email. We're here to support you.
Applications close Thursday 19 February 2026 at 11.59pm
Posted
5 February 2026
Work Type: Ongoing - Full-time
Salary: $79,122 - $96,073
Grade: VPS 3
Occupation: Customer service
Location: Melbourne - CBD and Inner Metro suburbs
Reference: 9538
About us
We create thriving places and connected communities. We bring together transport, planning, land use, precinct and policy functions in a single department to deliver the best outcomes for Victorians.
Together with our portfolio agencies, we are responsible for planning, building, operating and maintaining Victoria’s transport, planning and land services for use by all.
We foster a safe, inclusive and constructive place to work.
About the role
This is an ongoing, full-time position. Join the Transport Services Group to deliver front-line customer service for traffic and transport-related enquiries, while supporting activities associated with the management of the Victorian road network.
Key Selection Criteria
The successful candidate will demonstrate strong Core Victorian Public Service (VPS) capabilities, with a clear focus on delivering high-quality customer service by monitoring satisfaction, identifying insights, and pursuing continuous improvement and innovation. They will show well-developed interpersonal skills, including the ability to understand diverse perspectives, recognise stakeholder needs, and tailor communication styles to support effective and responsive service delivery.
In addition, the successful candidate will apply systems thinking to understand how their work connects with broader organisational processes, while using sound critical thinking and problem-solving skills to resolve issues within policy and procedural frameworks. They will work collaboratively with colleagues to achieve team goals, share information, and support others when required, while demonstrating strong self-awareness through managing emotional responses and using feedback to identify personal strengths and development opportunities.
Position Description, please click here Customer Response Officer 9538
Position Accountabilities
Exercise professional judgment to respond to customer enquiries including logging, classifying and actioning reported hazards, traffic signals and other equipment faults, faults reported from the public, emergency services and Department of Transport and Planning’s contractors, and assessing if issues have Customer Response Officer Page 2 V1 2025 been appropriately rectified.
Use conceptual and analytical skills to monitor and control a range of Traffic Management systems including SCATS, Streams, CCTV as well as investigation of alarms and reports from the public and other stakeholders, and recommending appropriate courses of action, under broad supervision.
Accurately and articulately record customer enquiries and actions taken in the management of the road network.
Qualifications and Experience
An appropriate tertiary qualification or equivalent experience a similar discipline is highly desirable.
Other relevant information:
This position may be required to undertake work which will include as part of a regular roster cycle weekend and/or afternoon/night shifts. Shift penalties and allowances will be paid in addition to your regular salary for these shifts.
Cultural Values
We welcome applicants from a diverse range of backgrounds representing the community that we serve, including veterans, parents, carers, First Peoples, people with disability, multicultural, multifaith and LGBTIQA+ individuals.
As an equal opportunity employer, we are committed to fostering a safe, inclusive, and high-performance culture. Through shared actions and behaviours aligned with our strategy and direction, we empower our people to thrive and meaningfully contribute to the department’s goals.
What we offer
Working at the Department of Transport and Planning provides people with the opportunity to contribute to creating thriving places and connected communities for all Victorians.
For further details please refer to Careers at the Department of Transport and Planning.
Pre-employment checks and employment conditions
All new appointments to the department will be subject to a National Criminal Records Check, Misconduct Screening, and a Qualification Check where there is a requirement for a mandatory qualification. Information provided to the Department of Transport and Planning will be treated in the strictest confidence consistent with the requirements of the Privacy and Data Protection Act 2014.
Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa necessary for the nature of the position.
Recipients of Victorian Public Service (VPS) voluntary departure packages should note that re-employment restrictions apply.
Non-VPS applicants will be subject to a probation period of six months.
How to apply
Click the ‘Apply’ button to be redirected to our recruitment platform, where you may need to create an account to submit your application.
Applications close at 11.59pm on Thursday, 19 February 2025.
If you encounter any issues, refer to our Quick Reference Guide for step-by-step instructions.
Please include both your resume and a cover letter. All applications must be submitted via the online portal, we’re unable to accept email or manual submissions.
For further information about the role, please contact Ryan Rayos, Operations Lead Transport Operations Centre via email ryan.j.rayos@transport.vic.gov.au
I
mportant Information:
If you require any adjustments to fully participate in the recruitment process or need the advert or attachments in an accessible format (e.g., large print), please contact us by phone or email. We're here to support you.
Applications close Thursday 19 February 2026 at 11.59pm
Posted
5 February 2026
💡 Quick Summary
Seeking a career-building opportunity? The Customer Response Officer position is now open for candidates interested in the Government Job Alert sector. This role in Melbourne offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Government Job Alert is a plus.
