Senior Customer Service 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

Senior Customer Service Officers (Multiple Positions)

VPS Level

VPS Grade 4

Salary

$92,332 - $104,762 plus superannuation

Work type:

Ongoing

About the Role

Reporting to the Team Leader, Customer Service Operations, this role is responsible for high-level multi-modal relationship management with key stakeholders within the Commercial Passenger Vehicle Industry such as Booking Service Providers and Accredited Drivers as well as administering the Local Knowledge Certificate requirements for the Marine sector.

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

• High-quality, high-volume case management often involving complex matters within a legal or regulatory setting.
• Customer-centric focus working with multiple service providers and agencies to finalise applications relating to safety or criminal charges/convictions.
• Analyse and make decisions which are often high risk and time critical
• Collaborate and engage with both internal and external stakeholders and contribute towards education and awareness of safety outcomes.
• Promote and support safe, inclusive, and flexible team operations.

Demonstrated experience working in a high-volume contact centre, processing or Customer Service environment preferably with a legal or regulatory body.

To access the Position Description, click here

Further Information

For a confidential discussion, please contact John Mutton, Team Leader, Customer Service Operations via email ***********@safetransport.vic.gov.au or mobile 0437 855 ***.

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 5 April 2024