The Prospect This is an exciting opportunity to lead a customer-focused team and contribute to the delivery of licensing and authorisation services that support Western Australia's on-demand transport industry. As the Team Leader Customer Service, you will lead and develop a team responsible for delivering high-quality customer service and authorisation functions, ensuring services are provided efficiently, accurately and in line with legislative requirements. You will oversee operational activities, manage complex customer matters, and drive continuous improvement initiatives to enhance service delivery. You will also provide coaching and support to team members, foster a positive team culture, and work closely with stakeholders to achieve business objectives. This role offers the opportunity to make a meaningful impact while contributing to improved customer outcomes and service excellence across the Department. There is currently 1 Fix term position available for immediate filling for a period of 6 months, with the possibility of extension or permanency. Suitable applicants through this process may receive further offers of employment in this or similar roles (fixed term or permanent). Want to know more

about the role
? For further information

about the role
, we encourage you to review the attached

Job Description
Form (JDF) and contact Richard Roberts, Manager Customer Service On Demand Transport on (08) 63760166 or Richard.
[email protected]. The Ideal Candidate We are looking for someone who can demonstrate:
• Substantial experience developing and delivering effective and high quality customer services in a regulatory context for a diverse customer base using multiple channels.
• Demonstrated experience working collaboratively across teams to develop,



integrate and manage complex business processes, including relevant technology systems and resources to achieve desired outcomes.
• Demonstrated ability in managing and developing a team including excellent coaching, mentoring and staff development skills.
• Demonstrated ability to interpret strategic objectives, implement reforms and deliver services that are well targeted and provide solutions to complex problems.
• Demonstrated ability to use initiative to gather and share information, evaluate work and program performance and identify and implement areas of improvement.
• Demonstrated ability to present messages confidently, adapt to a range of audiences and approach negotiations with a strong grasp of the key issues.
• Ability to work effectively within a team environment and contribute to the achievement of results through being agile, curious and solutions focused. We believe everyone at the Department of Transport and Major Infrastructure (DTMI) is a leader, contributing to our impactful work for the sector and community. We expect all employees to embody the behaviours and mindsets outlined in the Building Leadership Impact and Leadership Expectations. Our Offer
• Flexible working arrangements, including working from home options.
• A competitive salary, and 12% employer contributed superannuation and salary sacrifice options.




• Support from your manager and team, we have a strong team culture and help each other achieve our goals.
• Bright, contemporary facility close to transport links with a friendly team environment.
• Generous leave entitlements, including annual leave, additional public sector holidays and long service leave.

How to Apply
Apply online by clicking the ‘Apply for Job’ button and provide the following documents in Word or PDF format:
• A detailed resume that clearly outlines the skills and experiences you have gained in relation to the suitability requirements; and
• A maximum two-page cover letter outlining the

key responsibilities
and achievements you have had during your career in the context of the JDF and Selection Criteria. Please, nominate two (2) referees who can provide feedback on your capacity to meet the Work-Related Requirements. At least one of the referees should be your most recent, immediate supervisor. Applications for this opportunity close at 3pm on Monday 26 October 2026. Please ensure your application is submitted on time, as late applications will not be accepted. DTMI may conduct further search activities or extend the closing date, if required to supplement the field of applicants. Our commitment to a diverse and inclusive workplace The Department of Transport and Major Infrastructure (DTMI) 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.

📌 Team Leader Customer Service (City of Stirling)
🏢 Department of Transport and Major Infrastructure
📍 City of Stirling