About Us

We create thriving places and connected communities. We plan, build and maintain Victoria’s transport, planning and land services. We are committed to a safe, inclusive and high-performing workplace.

We welcome applicants from diverse backgrounds and are committed to creating a safe, inclusive workplace where our people can thrive and do meaningful work.

Title: Customer Response Officer

Requisition ID: 11997

Work Type: Fixed Term Full Time

Fixed Term Period: 16 Oct 2026

Location: Melbourne - East

Date Posted: 3 Aug 2026

About The Role

This role provides frontline customer service for traffic and transport-related enquiries while supporting the safe and productive operation of the Victorian road network. The position responds to reports of hazards, traffic signal faults and other network issues, assesses outcomes and ensures appropriate actions are taken to resolve problems.

The role monitors traffic management systems such as SCATS, Streams and CCTV, investigates incidents and alarms, and recommends appropriate responses. It also maintains accurate records, supports stakeholders and colleagues through advice and training, and contributes to a collaborative team environment focused on effective road network management and customer service.

What we're looking for (Selection Criteria)

You’re Someone Who

- Delivers outstanding customer service, seeking opportunities to improve processes, enhance service delivery and increase customer satisfaction.
- Builds positive relationships with stakeholders, communicates effectively with different audiences and understands diverse needs and perspectives.
- Uses critical thinking and a systems-based approach to investigate issues, identify solutions and contribute to effective operational outcomes.




- Works collaboratively with others, sharing knowledge, supporting colleagues and contributing to a positive and productive team environment.
- Demonstrates self-awareness and professionalism, using feedback to continuously improve performance and adapt your approach when needed.

Qualifications And Experience

- Relevant experience aligned to the key responsibilities and capabilities of the role.
- Strong customer service, communication and problem-solving skills, with the ability to work effectively in a fast-paced operational environment.
- Flexibility to work varying shift schedules, including night shifts, weekends and public holidays.

Pre-employment checks and employment conditions

Relevant pre-employment screening and reference checks will be required.

Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa necessary for the nature of the position.

Recipients of Victorian Public Service (VPS) voluntary departure packages should note that re-employment restrictions apply.

Important Information

Applications close at 11.59pm on Monday, 10th August 2026.

If you require any adjustments to fully participate in the recruitment process or need the advert or attachments in an accessible format (e.g., large print), please contact us. We're here to support you.

For further information about the role, please contact Paola Gonzalez, Manager, Transport Operations Centre at [email protected].

If you are a VPS redeployee, please state this in your cover letter and include your case manager’s contact details. This helps ensure your redeployment status is appropriately considered. For more information on redeployment, visit the Victorian Government policy.

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📌 Customer Response Officer (Williamstown)
🏢 Department of Transport and Planning
📍 Williamstown