Customer Complaints jobs

About Us

We create thriving places and connected communities. We plan, build and maintain Victoria’s transport, planning and land services. We are committed to a safe, inclusive and high-performing workplace.

We welcome applicants from diverse backgrounds and are committed to creating a safe, inclusive workplace where our people can thrive and do meaningful work.

About the role

The Team Leader – Customer Relationships will lead a team responsible for managing complex and sensitive customer enquiries and administration of the Victorian Accessible Parking Permit scheme. They will manage, motivate and develop staff while coordinating workloads, resources, scheduling and capability development.

The role will provide advice on policies and procedures, oversee complaints and escalations, and support stakeholders to resolve complex issues. It will also analyse customer data to identify trends, improve customer experiences and address root causes. The Team Leader will ensure matters are resolved professionally, consistently and in line with relevant policies, procedures and legislation.

What we’re looking for (Selection Criteria)

You’re someone who:

• Motivates and develops high-performing teams, creating a supportive and productive work environment.
• Uses resources effectively and delegates appropriately to achieve team and business outcomes.
• Applies sound judgement and provides professional advice, drawing on your knowledge of relevant policies, strategies and the Accessible Parking Permit scheme.
• Identifies and implements improvements to systems, processes and tools that enhance customer and business outcomes.
• Builds strong relationships and collaborates effectively with internal and external stakeholders to achieve positive outcomes.

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Qualifications and experience

You’ll bring:

• List Experience relevant to the capabilities of the role (desirable)

Pre-employment checks and employment conditions

Relevant pre-employment screening and reference checks will be required.

Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa necessary for the nature of the position.

Recipients of Victorian Public Service (VPS) voluntary departure packages should note that re-employment restrictions apply.

How to apply

Click the ‘Apply’ button to be redirected to our recruitment platform, where you may need to create an account to submit your application.

Applications close at 11.59pm on Monday, 21 September 2026.

Please include both your resume and a cover letter addressing how your experience addresses each of the key selection criteria for the role. All applications must be submitted via the online portal, we’re unable to accept email or manual submissions.

For further information about the role, please contact Lee Farrell, Customer Relationship Manager at [email protected] or on 0438 931700.

Redeployees

If you are a VPS redeployee, please state this in your cover letter and include your case manager’s contact details. This helps ensure your redeployment status is appropriately considered. For more information on redeployment, visit the Victorian Government policy.

Important Information

If you require any adjustments to fully participate in the recruitment process or need the advert or attachments in an accessible format (e.g., large print), please contact us. We're here to support you.

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