Policy and Systemic Issues Officer

Looking for a career in alternative dispute resolution? Want to make a difference?

Working at the Public Transport Ombudsman provides a rewarding career experience for people who want to make a difference to public transport in Victoria.

Our Opportunity

The Public Transport Ombudsman (PTO) is an independent not for profit organisation that helps parties resolve complaints about public transport via dispute resolution processes, including conciliation and investigation.

We are looking for a Policy and Systemic Issues Officer to join our team. The position is a fixed term 12-month position with the possibility of a continuing position. The role is full-time but part-time (0.8) will be considered.

What We Offer

Flexible work options to accommodate your lifestyle.

Ongoing hybrid working arrangements with a balance of office work and work from home.

Access to a comprehensive wellbeing program and Employee Assistance Program.

Opportunities for continuous learning and professional development.

Systemic Issues Officer Role

As the PTO’s Policy and Systemic Issues Officer, you will contribute to improving the Victorian public transport system by identifying potential systemic issues and opportunities and conducting systemic inquiries and investigations. Additionally, you will leverage insights from PTO’s complaint cases and data to contribute to the PTO’s policy engagement and the production of formal reports and publications.

Selection Criteria

To perform well in this role, you will need to demonstrate:

Experience in a policy and/or systemic improvement role in a dispute resolution, complaints handling, policy or regulatory environment.

Proficiency in verbal and written communication skills, with the ability to convey information clearly, establish rapport, listen actively, and adapt communication style to different audiences and situations.

Highly developed analytical, conceptual, and problem-solving skills, including the ability to identify possible systemic issues from case files and complaints data.

Demonstrated ability to conduct thorough investigations and enquiries, including gathering and analysing evidence, applying relevant laws and policies, and preparing clear, well-reasoned findings and recommendations.

Experience in data analytics, with proficiency in Power BI or equivalent business intelligence tools.

Knowledge of the Victorian public transport sector, including relevant regulatory/legislative frameworks or ability to acquire this knowledge.

An ability to adapt to changing circumstances and demands, showing flexibility and resilience in response to new challenges, priorities, and team dynamics, while maintaining a constructive and solution-focused approach.

Application Process

If you are interested in the Policy and Systemic Issues Officer role and becoming part of our team, we would love to hear from you!

Apply via the “Apply” button and provide your resume and a cover letter setting out your interest in and suitability for the role (maximum two pages). A statement addressing each of the selection criteria is not required. Applications submitted without a resume and cover letter will not be considered.

Don’t meet all the selection criteria?

We welcome applicants who may not meet all criteria but possess a strong willingness to learn and contribute. We encourage candidates from diverse backgrounds and abilities to apply. For a confidential discussion about specific needs and how we can support your application, please contact us at [email protected].

Applications close at 11:59pm on 18 July 2025