Customer Information Consultant
Salary: Level 3, $86,438 - $92,795 p.a. + Super - PSCSAA 2024
Location: East Perth (Waterloo Crescent)
Closing Details: 2025-08-08 3:00 PM
Work Type: Permanent - Full 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
Being part of the (DTMI), the role of the Customer Information Consultant will be working in the Main Roads Western Australia (MRWA) 24/7 Customer Information Centre (CIC).
Main Roads is dedicated to delivering a world-class road network that creates lasting, positive impacts for communities across Western Australia. As a key agency, it oversees the planning, design, construction, maintenance, and operation of major roads and highways throughout the State. This role also involves responding to customer and stakeholder enquiries via phone and email, ensuring timely and professional communication.
The (DTMI) is looking for passionate customer service professionals with a can-do attitude to launch their career via its comprehensive training program delivering contact centre services based in East Perth (Waterloo Crescent).
This position provides a quality service, focused on providing positive customer service outcomes and first point of contact resolution to a broad range of clients, including the general public of Western Australia, internal and external stakeholders, who contact the Department’s Customer Information Consultants through multiple service channels. Dealing with a broad range of enquiries, which are often complex, demanding, or of an escalated nature.
Please note this position is employed by the (DTMI) who deliver a service on behalf of Main Roads Western Australia (MRWA) managing their Customer Information Centre (CIC).
The CIC is a 24-hour, 7-day, 365 days a year operation. Customer Information Consultants will be required to work rostered shifts covering any time over the 24-hour period.
Currently there are multiple 6-month fixed term full time opportunities available for immediate filling, with the possibility of extension and or permanency .
For further information about the role, we encourage you to review the attached Job Description Form (JDF) and contact Krystyna Durston, A/Customer Service Manager on 0436 939 430 or Krystyna.Durston@transport.wa.gov.au .
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 18 months from date of first appointment across the (DTMI).
About you
* Passion for providing excellent customer service
* A genuine love 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
* Good verbal and written communication skills
* An ability to uncover hidden information by asking questions
* Confidence using computers and an ability to grasp new technology quickly
As part of our team, you will enjoy
We invite you to Be Part of Something REAL. At the Department of Transport and Major Infrastructure (DTMI), we value real connection , growth , wellbeing, and purpose. We are deeply embedded in our community, fostering an environment where employees feel seen, heard, and empowered. Our modern work environment supports continuous learning and development, making a significant impact on Western Australia's prosperity. We prioritise employee wellbeing and collaborate with the community to create a thriving, connected state. Learn more about our commitment to you, here.
* A competitive salary, and 12% employer contributed superannuation and salary sacrifice options.
* 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 customer service goals.
* Our facility is close to transport links with a friendly team environment.
* Work for an innovative Government agency with limitless long-term career prospects.
* Generous leave entitlements including 4 weeks’ annual leave, 3 public service holidays yearly and long service leave every 7 years.
* Working in a 24/7 environment you will be entitled to further penalties and additional shift leave entitlements
How to Apply
Apply online by clicking the ‘ Apply for Job ’ button and provide the following documents in Word or PDF format :
1. A detailed CV that clearly outlines the skills and experiences you have gained in relation to the job description; and
2. A Maximum of 2] pages written application addressing the below Selection Criteria as stated on the Job Description Form (JDF): In your responses include examples that clearly show how you meet each criterion and highlight your relevant skills and experience.
* (SC2) Experience in a dynamic customer service environment with the ability to multi-task
* (SC4) Well developed oral and written communication, interpersonal and negotiation skills with the ability to effectively handle challenging customer enquiries
1. 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, immediate supervisor.
Applications for this opportunity close at 3pm on Friday, 8 August 2025. Please ensure your application is submitted on time, as late applications will not be accepted.
DTMI may conduct further search activities or extend the closing date, if required to supplement the field of applicants.
Our commitment to a diverse and inclusive workplace
The Department of Transport and Major Infrastructure (DTMI) is committed to building a thriving workforce that reflects the diversity of our customers and our community. We encourage applications from every background, including Aboriginal and Torres Strait Islander people, people with disability, women, youth, members of the LGBTQIA+ community, and people from culturally and linguistically diverse backgrounds.
If you have any support or access needs that may require adjustments to allow you to fully participate in this selection process (including an alternate format of the application form), have any question about the process or how to submit your application, please contact our Recruitment Team at recruitment@transport.wa.gov.au or (08) 6551 6888.
Attachments: - Applicant Information Pack.pdf
- jdf-00025910.pdf
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