About the Role
Ongoing – Full time (Multiple positions)

The Customer Resolution Officer will apply a range of analytical, creative, and proactive approaches to improve the customer experience. The role will work with others to respond to customer issues around Maintenance, Hazards, Notice of Incident and Claims and Abandoned Vehicles to deliver the best possible outcomes for customers within the expected timeframe. The role will balance multiple day to day activities ensuring quality is upheld and performance targets are met.

To access the position description, please click link here.

Position Outcomes

• Exercise professional judgement to assist in the delivery of the road hazard management tasks and projects, including timely responses to comments and feedback from road users and the community regarding road conditions and any safety concerns
• Use conceptual and analytical skills to develop responses to customers for Notice of Incidents and evaluate accident damage claims in a timely manner
• Exercise professional judgement when organising the removal and or disposal of abandoned vehicles in accordance with established policies, procedures and legislation
• Provide advice, training and support to stakeholders and less experienced employees in the use of the corporate systems and processes
• Use conceptual and analytical skills to support the development of innovative indicators to assess customer response performance and produce regular reports for management and stakeholders.

KEY SELECTION CRITERIA 

The ideal candidate will monitor customer satisfaction to gain critical insights and identify opportunities for continuous improvement, apply critical thinking and problem-solving skills to resolve issues through understanding existing guidelines or by seeking necessary information, demonstrate strong interpersonal skills by understanding others' perspectives and tailoring communication to meet stakeholder needs, and contribute to innovation and continuous improvement by actively seeking ways to innovate, offering suggestions, and leveraging existing systems to enhance outcomes, quality, and efficiency.

QUALIFICATIONS AND EXPERIENCE:

Mandatory

• Experience in Customer Service
• Experience with computer applications Microsoft suit
• Experience relevant to the capabilities of the role

Desirable

• Written correspondence.
• Ability to interpret government policy and legislation.

What we offer

• Meaningful work making Victorian communities more accessible and liveable. 
• Professional growth and development opportunities across the department and the wider Victorian Public Services.
• A hybrid working model focused on collaboration and teamwork.
• Optimal work-life balance initiatives including flexible working arrangements.
• Opportunity to work across multiple urban and suburban hubs.
• We prioritise the development of a safe and inclusive culture.

Culture Value

We are an equal opportunity employer, embracing a diverse range of applicants such as veterans, and people who identify as Aboriginal and/or Torres Strait Islander, LGBTQIA community members, individuals with disabilities and/or health conditions, as well as those from varied faith and cultural backgrounds. At our department, we prioritize the development of a safe, inclusive, and high-performance culture through shared actions and behaviours that align with our strategy and direction. This empowers our employees to effectively contribute to our goals.

How to Apply

Non-DTP Employees (Including VPS outside of DTP)

Create an account by clicking the ‘Apply’ button and follow the prompts. For help, click here for Quick Reference Guide.

Applications close at 11:59PM on Sunday 15 December 2024.

Please include a resume and cover letter. All applications must be submitted through the online portal. We’re unable to consider email or manual applications.

For more information, contact Nicole Walker, Team Leader Customer Resolutions via nicole.j.walker@roads.vic.gov.au

Preferred applicants will need to complete a police check and other pre-employment checks. Your information will be treated confidentially.

If you require additional adjustments across the recruitment process or accessible formats of this ad, please contact us by phone or email.