Customer Complaints and Resolution Officer (Pool) (Innaloo)

**Customer Complaints and Resolution Officer (Pool)**

**Salary**:

- Level 3, $86,439
- $92,795pa plus Super, PS CSA Agreement 2024

**Location**:

- Innaloo

**Closing Details**:

- 2026-05-15 3:00 PM

**Work Type**:

- Fixed Term
- Full Time, Fixed Term
- Part Time, Permanent
- Full Time, Permanent
- Part Time

**Drive Change, Connect Communities**

Working for the Department of Transport and Major Infrastructure (DTMI) allows you to play a part in connecting the people of Western Australia. We are a progressive organisation. We are leaders in providing safe, accessible, sustainable, and efficient transport services and solutions that promote economic prosperity and enhance the lifestyles of all Western Australians.

**The Opportunity**

**At DTMI, we pride ourselves on delivering exceptional service to our customers. As part of our commitment to excellence, we are seeking a dedicated and skilled Customer Complaints and Resolution Officer to join our team.**

As a Customer Complaints and Resolution Officer, you will provide a high-quality information service to business units, manage complex and escalated call and off phone enquiries related to towing governance and regulation in a timely professional and efficient manner, where first point of contact resolution has not been achieved. Assist the Manager Towing Governance and Regulation in researching and preparing variety of correspondence including drafting Ministerial responses and briefing notes in accordance with relevant Legislation and Department procedures and escalate where required.

**Key Responsibilities**
- Receive and investigate customer complaints, ensuring a fair and thorough process.
- Work diligently to resolve issues, collaborating with relevant departments and stakeholders.
- Maintain open lines of communication with customers, providing updates and ensuring transparency.
- Identify underlying causes of complaints and recommend process improvements.
- Accurately document complaint details, actions taken, and resolutions.
- Advocate for customers within the organization, striving for continuous improvement.

There is currently one (1) permanent position available for immediate filling.

Suitable applicants will be placed in a pool from which appointments will be made for this or similar future vacancies (fixed term or permanent) that arise within the next 12 months from date of first appointment across DTMI.

**About you**
- Exemplify personal integrity and self-awareness.
- Cultivate strong, productive working relationships and partnerships.
- Communicate and influence at a senior level with a range of stakeholders including industry and government bodies.
- A genuine passion for helping people and solving complex problems.
- An ability to work efficiently in a fast paced, dynamic customer service environment.
- A positive, team-focused attitude and willingness to contribute to team goals.
- Positive verbal and written communication skills.
- An ability to uncover hidden information by asking questions.
- Ability to work within set timeframes and adhere to schedules.
- Achieve results through the development of performance indicators and performance assessment methodologies.
- Shape and drive strategic and tactical business plans.

**As part of our team, you will enjoy**
- A competitive salary, and **12%** employer contributed superannuation and salary sacrifice options.
- Generous leave entitlements including 4 weeks’ annual leave, 3 public service holidays yearly and long service leave every 7 years.
- Access to flexible working arrangements including working from home or alternate work location for enhanced work life balance.
- Not just a job, but an opportunity to develop your career across other areas of transport.
- A varied and exciting role where you will handle a wide range of customer enquiries.
- Training to set you up for success! Training may be on the job, computer or classroom based.
- Support from your manager and team, we have a strong team culture and help each other achieve our strategic goals.
- Work for an innovative Government agency with limitless long-term career prospects.

In addition to rewarding work, we invite you to be **Part of Something Real**. Learn more about our commitment to you, here.

**How to Apply**
- A detailed CV that clearly outlines the skills and experience you have gained in relation to the job description; and
- A two (2) page written statement addressing the below Selection Criteria as stated on the Job Description Form (JDF):

- (SC2) Highly developed organisational skills including the ability to prioritise workloads and meet deadlines.
- (SC3) Highly developed resilience, interpersonal, conflict resolution and negotiation skills including the ability to communicate effectively with customers, staff and management.
- Please, nominate two (2) referees who can provide feedback on your capacity to meet the Work-Related Requirements. At least one of the referees should be your most recent, imm Apply on Kit Job: kitjobau.com/job/3ra1ce