Company description:

Job Title

Senior Resolution Officer

VPS Level

VPS4

Salary

$97,955 - $111,142 (excluding superannuation)

Work type:

Fixed Term 12 months

Job description:

About the Role

Reporting to the Team Leader Resolutions, the role is responsible for ensuring the multi-modal safety of the travelling public by managing and resolving the feedback we get from our customers on their experience with our industries. This role requires working with the various teams across ST Vic and the industry service providers to fully understand the feedback provided to us and provide the customer with a resolution to their issue.

The responsibilities of the Senior Resolutions Officer will include, but are not limited to:

• Make well-reasoned and transparent decisions that align with legislative and regulatory frameworks, ensuring fairness and accountability.
• Enhance industry safety by educating the industry on compliance obligations and safe operational practices.
• Communicate complex regulatory and safety requirements in a clear, customer-friendly manner to promote understanding and adherence.
• Maintain a high standard of accuracy and consistency in managing complex, multi-modal cases within a legal or regulatory framework.
• Proactively identify inefficiencies in processes and collaborate on innovative solutions to streamline operations and improve service delivery.
• Leverage technology and systems to enhance assessment accuracy, productivity, and stakeholder engagement.
• Actively collaborate with internal and external stakeholders to foster a culture of safety, compliance, and continuous improvement across all transport modes.

We are looking for someone with

• Excellent written and verbal communication skills with capability to simplify complex information
• Ability to analyse complex situations and come up with logical solutions
• Ability to manage sensitive information with confidentiality and ensuring privacy is upheld
• Demonstrated ability to interpret and apply legislation effectively
• Accountability in decision-making, ensuring transparency and fairness
• Attention to detail
• Extensive Experience in customer service, complaints management, regulatory investigations or enforcement
• Experience in a government, regulatory or legal setting

To access the Position Description, click here

Further Information

For a confidential discussion, please contact Claire Hayes, Director Customer Service Operations via email [email protected] or mobile 0409 391 654

How to Apply

Please click the ‘Apply Now' button. As part of the application process, you will need to provide a copy of your resume and a cover letter of no more than 1 page in length addressing your skills, experience and interest in the position.

Applications close at midnight 28 May 2025

If you require adjustments to the recruitment and selection process, or require an alternative format to any of the application material, please don't hesitate to get in touch with the contact person listed on this ad.