Title: Customer Response Officer

Requisition ID: 12513

Work Type: Ongoing Full Time

Fixed Term Period: Not Applicable

Location: Melbourne - East

Date Posted: 17 Sept 2026

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.

About The Role

This position provides frontline customer service for traffic and transport enquiries and supports the management of the Victorian road network. The role requires a strong commitment to customer service, initiative, transparent communication and confidence using computer systems and technology.

The role responds to and records customer reports, including road hazards, traffic signal and equipment faults, and monitors traffic management systems such as SCATS, STREAMS and CCTV. It uses judgement and analytical skills to assess issues, recommend actions and confirm faults are resolved. The role also supports stakeholders and colleagues through advice, training, knowledge sharing and effective teamwork.

What We’re Looking For

You’re someone who:

- Puts customers first, monitoring satisfaction, responding to needs and identifying opportunities to improve services and processes.
- Communicates with empathy and awareness, understanding different perspectives, stakeholder needs and adapting communication to suit the audience.




- Thinks systematically and solves problems, understanding how your work connects with broader processes and using guidance to resolve issues effectively.
- Works collaboratively, sharing information, supporting colleagues and contributing positively to shared team goals.
- Demonstrates self-awareness, recognising how your behaviour and emotions affect others and using feedback to build on your strengths and address areas for development.

You’ll bring

- Tertiary qualification in a relevant or related discipline (desirable).

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.

For further information about the role, please contact Matt Mione, Operations Lead Transport Operations Centre at [email protected].

Redeployees

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

Important information

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.

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