Customer Relationship Officer

Description:

The Department of Transport (DoT) brings together all transport modes to design, plan, build and operate Victoria's transport system. DoT is committed to inclusive recruitment with our Aboriginal and Torres Strait Islander people, women and gender diverse people, the LGBTIQ+ community, people living with disabilities and those from Culturally and Linguistically diverse communities. That's why we encourage people in these groups to apply, even if you don't meet every single requirement, or your skills don't perfectly align. You might still be the right candidate or be the right fit for another role.
About the role
Regulatory Programs and Services (RPS) is a Division of the Department of Transport, that supports the delivery of registration and licensing and other regulatory operational services, including compliance and assurance for road transport regulation underpinning safety and productivity in Victoria.
The Strategy, Performance and Operational Policy Team provides strategy, planning and performance including regulatory portfolio strategy, governance, financial planning and performance. The team also supports Ministerial and Executive Services and escalated complaints management including internal reviews.
The Customer Relationship Officer will apply policies and procedures to resolve and case manage complex and sensitive customer enquiries for a wide range of vehicle registration and driver licensing services.
Key Selection Criteria & Accountabilities

• Exercise professional judgement and take ownership for case management and customer resolution
• Exercise judgement to provide advice to stakeholders in relation to policies and procedures.
• Provide high level customer service to respond to customers in a timely manner
• Identify and initiate opportunities for innovation and continuous improvements to systems, processes or work practices
• Use conceptual and analytical skills to develop solutions to moderately complex problems to resolve customer complaints and queries