Quality and Resource Coordinator (L4) & Resource Planner (L3) (Pool)
Agency : Transport and Major Infrastructure, Department of – Innaloo WA
Working for the Department of Transport (DoT) 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
The Department of Transport (DoT) has some unique opportunities for a Quality and Resource Coordinator and Team Leader to lead within our Customer Contact Centre.
As a Quality and Resource Coordinator, you will be responsible for coordinating and supporting the effective allocation of resources and the delivery of high‑quality services within Driver and Vehicle Services. You will set, monitor, and provide an independent focus on Quality Assurance and performance improvements to ensure our Contact Centre staff meet and exceed quality and compliance standards. Your role involves monitoring workloads, planning and organising team activities, and ensuring compliance with relevant legislation, policies, and procedures. You will analyse data, prepare reports, and implement process improvements to achieve departmental goals, while developing and providing training and support to the team. With your positive approach and strong communication skills, you will foster positive relationships with stakeholders, contribute to a collaborative and high‑performing team environment, and ensure we have sufficient resources to meet customer demand and expectations. Your ability to solve problems and manage competing priorities will be essential to ensuring targets are met and standards are maintained.
As a Resource Planner, you will use your expert planning skills to produce forecasts and schedules for the allocation of resources across a wide range of Driver and Vehicle Services (DVS) business areas, including the Main Roads Centre, DVS Customer Contact Centre, multiple DVS Business Centres, and Practical Driving Assessments (PDA). You will manage the development of forecasts and schedules through internal systems, communicate with key stakeholders, and maintain accurate records to ensure business requirements are met. Your ability to use relevant software to effectively forecast, schedule, and monitor real‑time performance will be crucial to your success in the role, and the ideal candidate must be highly competent at managing and prioritising a busy workload.
All candidates will be assessed against both levels (3 & 4) to identify their level of suitability.
For further information about the role, we encourage you to review the attached Job Description Form (JDF) and contact Ravi Ghodasara, Manager Resource Planning on ***.
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 24 months from date of first appointment across the Department of Transport.
About you
* Thrive within a team environment and contribute to the achievement of results through being agile, curious and solutions focused.
* Demonstrate experience in contemporary workforce management principles.
* Design and implement best practice methodologies using up to date technology and processes.
* Research and analyse complex policy issues and trends and provide advice accordingly.
* Thrive in a fast‑paced and changing environment to suit the needs of the business.
* Handle challenging situations with tact, diplomacy and professionalism.
* Demonstrate great team leadership skills.
* Remain calm in difficult and sensitive situations.
As part of our team, you will enjoy
We invite you to Be Part of Something REAL. At the Department of Transport, 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.
* Support from your manager and team, we have a strong team culture and help each other achieve our customer service goals.
* Bright, modern facility 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.
How to Apply
Apply online by clicking the 'Apply for Job' button and must provide the following documents in Word or PDF format:
* A detailed CV that clearly outlines the skills and experiences you have gained in relation to the job description; and
* A two (2)-page summary outlining the key responsibilities and achievements you have had during your career in the context of the JDF and Selection Criteria:
o Can you describe your experience in forecasting, scheduling and monitoring? What system did you use, and up to what level have you used them? (Please rate from 1 out of 10).
o Can you describe a time when you had to analyse complex data or information to solve a problem, and then communicate your findings to management or stakeholders? In your answer, please include how you used your analytical and problem‑solving skills, and how you ensured your written and verbal communication was clear and effective.
* References – the names and email contact details of two referees; one must be your current or recent supervisor/manager.
Applications for this opportunity close at 3pm on Wednesday, 10 December 2025. Please ensure your application is submitted on time, as late applications will not be accepted.
The DoT 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 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 ***********@transport.wa.gov.au or 6***.
Attachments:
* Applicant Information Pack.pdf
* level 3 - jdf- .pdf
* level 4 - jdf- .pdf
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