Customer Support Advisor, School Bus Program

About the role

The Department of Education is offering a fixed-term Customer Support Advisor position, running until 31 December 2028, within the Student Transport and Allowances Branch. The role supports families and schools across Victoria with their student travel needs under the School Bus Program, which assists around 65,000 students in government and non-government schools in regional and rural Victoria. The advisor reports to the Manager, School Bus Program, and works alongside transport and administration officers.

Key responsibilities

• Use the department's software and common applications to help with student travel enquiries, including the Salesforce Student Travel System and Customer Record Management System, the Genesys phone system, Microsoft Outlook and Excel, and mapping tools.
• Answer family and school enquiries by telephone and email, giving information on available transport services.
• Give policy and eligibility advice to parents and carers, and help schools support families.
• Update parent, carer and traveller records as circumstances change.

Required profile

• Ability to collaborate, drive continuous improvement and build genuine relationships with the team and external stakeholders.
• Flexibility and adaptability: accepting changing priorities and responding quickly to the varied issues families face.
• Strong problem-solving and critical thinking, applying deep knowledge of travel policies and department guidelines to resolve issues.
• Commitment to customer satisfaction and constructive handling of difficult situations.
• Desirable: experience in customer service or customer delivery, and proven ability to build relationships with internal and external stakeholders.

Required skills

• Confidence with online software and applications.
• Supporting stakeholders by phone and email, and in writing.
• Technical tools mentioned: Salesforce, Genesys, Microsoft Outlook and Excel.

Preferred applicants may be asked to complete a police check and other pre-employment checks. Applications close on Monday 23 November 2026.