Customer Response Officer

The Department of Transport brings together all transport modes to design, plan, build and operate Victoria's transport system. Our job is to further integrate the transport network and improve the delivery of services to Victorians for simpler, quicker and safer journeys that connect people and places and support Victoria's prosperity and liveability. We’re focused on outcomes that deliver more choice, connections and confidence in our travel, ensuring the whole transport network works as one to deliver better services and outcomes.
Job Details
Department: Department of Transport
Work Type: Various
Job Function: Customer Service / Call Centre
Classification: VPSG3
Work Location: Melbourne - Eastern Metro
Reference: VG/DOT/TS/1659616
Closing Date: 03-Oct-2022
Salary Range: $72,751 - $88,336
Job Duration: N/A
Attachments: PD - Customer Response Officer.docx (Word, 643KB)
Job Specification

Contact: Paola Gonzalez

Position Details

  • 1 Ongoing Position
  • 1 18 Month Fixed Term Position   
  • Work Location: Kew moving to Ringwood late 2022

About the Team

Transport Operations is responsible for the real time operation of the road network, and coordination of incidents and disruptions across the transport system. Transport Operations works closely with public transport and private road operators to keep the community safe and manage congestion across Victoria.

About the Opportunity

The Customer Response Officer provides front line customer service on traffic and transport related enquiries and assists with activities relating to the management of the Victorian road network.

About You

The successful candidate will possess:

  • Ability to apply business rules and system knowledge to provide responses and innovative solutions to stakeholder enquiries and issues.
  • Ability to apply a working knowledge of the Road Management Act including hazard identification requirements and intervention identification requirements.
  • Ability to apply, evaluate and explain Limits of responsibility as defined in the Road Management Act.
  • Excellent written and oral communication skills.

Culture and Benefits

The Department of Transport is committed to building a high performance, collaborative culture where flexible work arrangements are a focus to support different ways of working, helping employees balance work and life and optimise effectiveness. We are focused on providing a workplace environment that is rewarding, enjoyable, healthy and productive for all employees, where contributions are valued and recognised, expectations are clear, and treatment is fair and equitable. 

How to Apply

Applicants are required to submit a resume and cover letter. Applications close at 11:59pm on 3 October 2022.

For role related queries, please contact Paola Gonzalez at

Please note: This position requires the successful employee to provide evidence of being fully vaccinated against COVID-19, or medical evidence which confirms the individual is unable to receive a dose, or a further dose, of a COVID-19 vaccine due to a medical contraindication or an acute medical illness. To be considered up to date vaccinated, you must have been administered COVID-19 vaccines as determined by the Australian Technical Advisory Group on Immunisation (ATAGI). DoT is requiring all staff to be Vaccinated and to have had Booster Vaccination (Triple vaccinated as a minimum). Failure to comply with this condition of employment will impact your eligibility for employment in this position with DoT.

Preferred applicants will be subject to pre-employment checks. Information provided to the Department of Transport will be treated in the strictest confidence.


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