Customer Service Officer (Fixed-Term)

About the role

Safe Transport Victoria, the safety regulator for commercial passenger vehicles, buses and maritime, is hiring a Customer Service Officer in Melbourne (CBD and inner metro suburbs). The role sits in the Customer Operations Branch, reports to the Team Leader, Customer Service Operations and delivers high-quality, customer-centred service across phone, email and digital channels. It is a fixed-term position with two options: 1 to 28 May 2027 or 2 to 29 October 2027.

Key responsibilities

• Deliver consistent customer service across phone, email and digital channels and resolve enquiries at first point of contact where possible.
• Assess, review and process accreditation applications for Commercial Passenger Vehicles, Multi-Purpose Taxi Program, Bus and Maritime.
• Handle sensitive personal information with tact and professionalism, especially for vulnerable customers and those from culturally and linguistically diverse backgrounds.
• Maintain performance targets for service levels, quality and customer satisfaction, and escalate feedback and process improvement opportunities.
• Keep accurate records in relevant systems and databases, and keep up to date with accreditation processes and regulatory changes.

Required profile

• Demonstrated experience in a high-volume customer contact and KPI-driven environment.
• Previous experience in a similar high-volume customer contact or processing environment is highly desirable.
• Quick learner, adaptable, with existing computer skills and ability to work across several applications.
• Open to learning about the regulatory environment and to working outside the ordinary place of residence.
• Applicants need work rights for the advertised period; ongoing appointments are only available to Australian/New Zealand citizens or permanent residents.

What we offer

• Salary of $81,496 - $98,955 plus superannuation.
• Flexible working arrangements and professional development programs.
• A safe, healthy workplace with wellness events and a commitment to diversity and inclusion.

To apply, submit a resume and a one-page cover letter through the online application, closing on 24 November 2026. Preferred candidates undergo pre-employment screening and a national police check.