Case Officer (part time 0.6)

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 with a strong customer service orientation, 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 part-time Case Officer to join our team. The position is a fixed term 12-month position with the possibility of a continuing position.

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.

Case Officer Role

As a Case Officer, you will play a pivotal role in manage enquiries and the intake of complaints for dispute resolution. Your responsibilities will include:

Receiving and processing approaches directed to the PTO via our website, email, and telephone

Providing consumers with information and guidance about the PTO’s role and processes.

Determining the appropriate classification of cases and referring them to internal and external parties for conciliation or investigation.

Gathering information from parties to dispute resolution and recording complaint information and actions on the CRM.

Provide accurate and timely analysis of complaint data to support reporting requirements and contribute to project work through data-driven insights and recommendations.

Selection Criteria

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

Knowledge of the principles of independence, procedural fairness, equal opportunity, and their application to complaint handling within an ombudsman scheme.

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.

Attention to detail, with the ability to accurately record and report on complaint information in accordance with complaint handling and privacy principles.

Strong organisational and planning skills, with the ability to prioritise tasks, manage competing deadlines, and deliver high-quality work in a dynamic environment.

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 Case 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 cover letter (maximum two pages) addressing the selection criteria above. Applications submitted without a resume and cover letter addressing the selection criteria 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