Customer Service Officer

Customer Service Officer (Multiple Positions)

VPS Grade 3

$79,122 plus superannuation

Ongoing

Reporting to the Team Leader, Customer Service Operations, this role is responsible for undertaking a wide range of customer service duties that support all ST Vic’s customer, products ,services and accreditation processes across all regulated modes. As a part of a large Customer Service team, the Customer Service Officer will deliver prompt, professional and timely advice to phone and email enquiries, as well as utilising internal systems and databases to manage and track customer experience.

The Customer Service Officer will contribute proactively and positively to team, division, and ST Vic’s initiatives and culture to drive improvements for customers, the community, and the industries we serve.

The responsibilities of the Customer Service Officer will include, but are not limited to:

• Undertake the assessment, review and processing of accreditation applications and renewals across all transport modes – CPV, MPTP, Bus, maritime and BSPs in accordance with prescribed procedures and regulatory requirements. • Demonstrate tact, professionalism and patience when dealing with customers and their sensitive personal information, particularly when assisting vulnerable customers, those with disabilities or those from culturally and linguistically diverse backgrounds.• Achieve individual and team performance targets and KPIs. Regularly review performance metrics and take necessary actions to improve performance and contribute to the overall success of the division.

• Actively engage in learning and development activities to maintain up-to-date knowledge of accreditation processes, customer service protocols, and regulatory changes across all transport modes.• Promote and support safe, inclusive and flexible team operations.

Demonstrated experience working within a high-volume customer contact or processing environment will be highly advantageous

To access the Position Description, click here

For a confidential discussion, please contact Maria Lingos, Team Leader Customer Service Operations via email [email protected] or mobile 0475 068 868.

It is an inherent requirement of this position that the employee is ready, willing, and able to perform work outside their ordinary place of residence, including at ST Vic workplaces.

Successful candidates will be required to undergo a National Police Records Check prior to commencing employment with Safe Transport Victoria. For further information on the position, please refer to the attached position description.

ST Vic is committed to building a culture of flexible work arrangements, providing professional development programs and supporting ways of working that help employees balance work and life. We welcome applicants from a diverse range of backgrounds, including veterans, people who identify as Aboriginal and Torres Strait Islander, have a disability, are from varied cultural backgrounds and those who identify as LGBTIQ+.

ST Vic is committed to providing a safe and healthy workplace for all its people, including contractors and visitors. We have a strong focus on initiating wellness events for our people to foster a sense of enjoyment and positive mental health. In some instances, ST Vic also offers flexible working arrangements.

ST Vic’s broad diversity program enables us to attract, recruit, retain and develop a diverse workforce to foster greater innovation, greater customer connection and increased wellbeing and satisfaction.

We want you to grow, develop and learn with us! ST Vic provides you with access to a range of internal and external learning and development opportunities to support your performance in your role and further your career aspirations.

Please click the ‘Apply Now' button. As part of the application process, you will need to provide a copy of your resume and a cover letter of no more than 1 page in length addressing your skills, experience and interest in the position. previous applicants need not apply.

Applications close at midnight 08 September 2025.

25 August 2025