Customer Resolutions Officer

About the Role

We have multiple offices across regional and metro Victoria for you to work from, depending on your location, including Geelong, Ballarat, Bendigo, Benella, Traralgon, Ringwood, Sunshine and Melbourne CBD.

The purpose of this role is to apply a range of analytical, creative, and proactive approaches to improve the customer experience.

The role will work with others to respond to customer issues around Maintenance, Hazards, Notice of Incident and Claims and Abandoned Vehicles to deliver the best possible outcomes for customers within the expected timeframe.

In this hybrid role, You will be required to attend the office a minimum of 3 times per week.

To access the Position Description, please click here’.

Position Outcomes / Accountabilities

• Exercise professional judgement to respond in a positive and timely manner to requests for information through the application of appropriate policies, procedures, systems and standards.

• Exercise professional judgement to assist in the delivery of the road hazard management tasks and projects, including timely responses to comments and feedback from road users and the community regarding road conditions and any safety concerns.

• Use conceptual and analytical skills to develop responses to customers for Notice of Incidents and evaluate accident damage claims in a timely manner.

• Exercise professional judgement when organising the removal and or disposal of abandoned vehicles in accordance with established policies, procedures and legislation.

• Provide advice, training and support to stakeholders and less experienced employees in the use of the corporate systems and processes.

• Implement changes to existing work practices where necessary to ensure efficient information and management systems are in place for the region.

• Use conceptual and analytical skills to support the development of innovative indicators to assess customer response performance and produce regular reports for management and stakeholders.

Key Selection Criteria

To be successful in the role the ideal candidate will have a keen focus on customer satisfaction, constantly monitoring and innovating to improve our services. You'll excel in critical thinking and problem-solving, adept at interpreting guidelines and taking decisive action, even in ambiguous situations. Your interpersonal skills will shine as you empathetically understand stakeholders' needs and tailor communications accordingly.

Innovation and continuous improvement will be at the forefront of your approach, actively seeking opportunities to enhance outcomes and efficiency.

Collaborative and open to feedback, you'll contribute to a culture of learning and innovation within our team. If you're ready to make a meaningful impact in customer resolution and service excellence, apply now to join our dynamic team.

Personal Attributes

On a personal level the candidate will foster collaboration and overcome barriers to knowledge sharing. With accomplished resilience, you'll maintain composure under pressure, guiding teams towards effective resolutions.

Qualifications and Experience

Experience in Customer Service, Microsoft suite, written correspondence, and the ability to interpret government policy and legislation is desirable, but not mandatory.

What we offer

• Meaningful work making Victorian communities more accessible and liveable
• Professional growth and development opportunities across the department and the wider Victorian Public Services
• A hybrid working model focused on collaboration and teamwork
• Optimal work-life balance initiatives including flexible working arrangements
• Opportunity to work across multiple urban and suburban hubs
• We prioritise the development of a safe and inclusive culture

Culture Value

We are an equal opportunity employer, embracing a diverse range of applicants such as veterans, and people who identify as Aboriginal and/or Torres Strait Islander, LGBTQIA community members, individuals with disabilities and/or health conditions, as well as those from varied faith and cultural backgrounds. At our department, we prioritize the development of a safe, inclusive, and high-performance culture through shared actions and behaviours that align with our strategy and direction. This empowers our employees to effectively contribute to our goals.

How to Apply

Click the ‘Apply’ button and follow the prompts. Applications should include a resume and a cover letter. 

Applications close 11.59pm on Monday the 18th of March, 2024.

For further information about the role please contact Jessica McCabe on **************@transport.vic.gov.au

Preferred applicants may be required to complete a police check and may be subject to other pre-employment checks. Information provided to the Department of Transport and Planning will be treated in the strictest confidence.

Please let us know via phone or email if you require any adjustments to ensure your full participation in the recruitment process or if you need the ad or any attachments in an accessible format (e.g., large print) due to any viewing difficulties