Customer Services Officer

Company description:

About Us

'Safe journeys, every time'. This is what we strive for at Safe Transport Victoria (ST Vic).

As the safety regulator for commercial passenger vehicles, buses and maritime, what we do impacts the everyday lives of Victorians. Our role is to work with these industries and the communities they serve to ensure a transport system that inspires confidence for users.

We are focused on creating impact by being an intelligence-led regulator, agile to technological disruptions in the market and highly responsive to community expectations and needs.

We are also in the business of thinking big. We are reimagining what's possible in how we regulate, and we welcome those who are interested in reshaping and redefining how we work.

Safe Transport Victoria is committed to building a culture of ‘working as one'. This means our people share openly, question respectfully and build together. This also means we invest in our people and provide personal and professional development programs to create a workforce that is empowered, innovative and adaptable.

Job description:

Job Title

Customer Service Officer (Multiple Positions)

VPS Level

VPS Grade 3

Salary

$74,580.00- $90,558.00 plus superannuation

Work type:

Ongoing

About the Role

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 and services. 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:

• Provide prompt, clear, professional advice to customer enquiries from all modes including, CPV, MPTP, Bus and maritime utilising various touch points such as telephone, email and other systems

• Undertake the assessment and review of applications including CPV, as well as tasks relating to the administration of the Multi-Purpose Taxi Program, in line with prescribed procedures to ensure the effective resolution of applications administered by the branch.

• Demonstrate tact, professionalism and patience when dealing with customers and their sensitive personal information, particularly when assisting customers who may be vulnerable, who have disabilities, or for whom English is not their first language.

• 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.

• Positively undertake all identified learning and development activities to acquire and maintain comprehensive knowledge of all processes and procedures within the division and branch.

• 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

Further Information

For a confidential discussion, please contact Bruce Hartley, Team Leader Customer Service Operations via email *************@safetransport.vic.gov.au.

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.

What we offer you?

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+.

A Workplace committed to safety and wellbeing

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.

Diversity and Inclusion

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.

Learning and Development

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.

How to Apply

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.

Applications close at midnight 22 April 2024.