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SalaryAre you…An innovator? A problem solver? A team player? A customer focused thinker?
This is an exciting time for Department of Transport (DoT) and we’re looking for adaptable, motivated, and resilient people to join our growing team.
Working for the Department of Transport (DoT) allows you to play a part in connecting the people of Western Australia. We are a progressive organisation. We are leaders in providing safe, accessible, sustainable, and efficient transport services and solutions that promote economic prosperity and enhance the lifestyles of all Western Australians.
At the Department of Transport, we foster collaboration, promote well-being, embrace adaptability, and support accountability to deliver exceptional services.
Collaboration | Wellbeing | Adaptability | Accountability
There has never been a more exciting time to join our team and be part of the future of transport!
The Opportunity
The Department of Transport (DoT) has some unique opportunities for a new Quality and Resource Coordinator and Team Leader to lead within our Customer Contact Centre.
As a Quality and Resource Coordinator you will set, monitor and provide an independent and objective focus on Quality Assurance (QA) and performance improvements to ensure our Contact Centre staff meet and exceed Quality and compliance standards. In this role your positive approach and excellent communication skills will be your greatest asset. You will develop and provide training and support to the team, monitor incoming work volumes, and ensure we have sufficient resources to meet customer demand and expectations.
The Customer Contact Centre Team Leader will supervise the day-to-day activities and tasks of the Contact Centre staff to ensure a timely, effective and efficient service is provided and maintained to customers of Driver and Vehicle Services. You will have a passion to provide quality customer service to ensure the Departments Customer Service Charter, Key Performance Indicator (KPI’s) and modern business practices are maintained. This will include the Operations Manager with the implementation, monitoring and reporting of performance targets.
You will assist in the formulation of relevant business policies and procedures that are consistent with modern business practices, and prepare statistical reports from the workforce management, telephony and licensing systems.
The attached Job Description Form (JDF) provides more information about the position. For further information we encourage you to contact Leila Hafza, A/Operations Manager on (08) 6376 0123.
There are three (3) Permanent Team Leader Full-Time position opportunities at Innaloo.
There is one (1) Permanent Quality Assurance Coordinator Full-Time position at Cannington.
About you
- Thrive within a team environment and contribute to the achievement of results through being agile, curious and solutions focused.
- Demonstrate experience in contemporary workforce management principles.
- Design and implement best practice methodologies using up to date technology and processes.
- Research and analyse complex policy issues and trends and provide advice accordingly.
- Thrive in a fast-paced and changing environment to suit the needs of the business.
- Handle challenging situations with tact, diplomacy and professionalism.
- Demonstrate great Team Leadership skills.
- Remain calm in difficult and sensitive situations.
- Flexible work options with possibility working from home.
- A competitive salary, and 11% employer contributed superannuation and salary sacrifice options.
- Flexible work options with possibility working from home.
- A varied and exciting role where you will handle a wide range of customer enquiries.
- Support from your manager and team, we have a strong team culture and help each other achieve our customer service goals.
- Bright, modern facility close to transport links with a friendly team environment.
- Work for an innovative Government agency with limitless long-term career prospects.
- Comprehensive training provided.
- Generous leave entitlements including 4 weeks’ annual leave and 3 public service holidays each year. In addition, long services leave accrues every 7 years.
The Department of Transport is committed to building a thriving workforce that reflects the diversity of our customers and our community. We encourage applications from every background, including Aboriginal and Torres Strait Islander people, people with disability, women, youth, members of the LGBTQIA+ community and people from culturally and linguistically diverse backgrounds. If you have any support or access needs that may require adjustments to allow you to fully participate in this selection process, please contact our Recruitment Team at or (08) 6551 6888.
Application Process
Apply online by clicking the ‘Apply for Job’ button (above and below) and provide the following documents in Word or PDF format only.
We require you to submit: * A detailed CV that clearly outlines the skills and experience you have gained in relation to the job description; and
- A covering letter (maximum two (2) pages) outlining your relevant experience and what you can bring to this role(s).
- The CV must contain the complete names and contact information of two (2) referees who can provide feedback on the applicant's capacity to meet all the Essential Work-Related Requirements. At least one of the referees should be the applicant's immediate (most recent) supervisor/manager unless there are exceptional circumstances.
The DoT may conduct further search activities or extend the closing date, if required to supplement the field of applicants.
Successful applicants will be required to provide a satisfactory National Police Clearance before commencing employment.
Subsequent Vacancies
Applicants found suitable but not recommended for this vacancy, may be considered for subsequent similar vacancies at the Department of Transport, in accordance with Part 2 of the Commissioner’s Instructions No. 39: Interim Arrangements to Fill Public Sector Vacancies.
Whilst new appointments may commence on a fixed term basis, there may be the possibility of extension and/or permanency in the future.
