Job description
Agency Department of Logistics and Infrastructure Work unit Customer Service
Job title Director Customer Service Designation Senior Administrative Officer 2
Job type Full time Duration Ongoing
Salary $148,302 - $161,638 Location Darwin
Position number 18245 RTF Closing 18/12/2025
Contact officer Cindy McDonald, Executive Director on or cindy-
About the agency
Apply online
APPLICATIONS MUST INCLUDE A ONE-PAGE SUMMARY ABOUT YOU, A DETAILED RESUME AND COPIES OF YOUR
TERTIARY QUALIFICATIONS.
Information for applicants – inclusion and diversity and Special Measures recruitment plans
The NTPS values diversity. The NTPS encourages people from all diversity groups to apply for vacancies and accommodates
people with disability by making reasonable workplace adjustments. If you require an adjustment for the recruitment
process or job, please discuss this with the contact officer. For more information about applying for this position and the
merit process, go to the OCPE website.
Aboriginal applicants will be granted priority consideration for this vacancy. For more information on Special Measures
plans, go to the OCPE website.
Primary objective
The Director Customer Service has Territory wide accountability for ensuring high quality and responsive service delivery
for transport services related customer interactions. The position drives continual improvement and implements reforms to
achieve improvement.
Context statement
The Customer Service Branch is responsible for delivering high quality and timely customer and information services
primarily to the public and industry on a Territory wide basis. The functional areas of the branch are: road safety education;
marine safety; and Motor Vehicle Registry services.
Key duties and responsibilities
1. Provide high level leadership and direction to the Customer Services Branch, ensuring high-quality service delivery across
road safety, marine safety and Motor Vehicle Registry services.
2. Develop on-going strategies and initiatives to continually improve service delivery including to regional and remote areas.
3. Ensure staff recruitment, retention and training strategies are implemented to maintain suitable staffing levels.
4. Establish and maintain targeted professional relationships with stakeholders, including delivery partners, government,
industry, and the community.
5. Provide informed strategic advice relating to customer services, marine safety and road safety.
6. Ensure monitoring and reporting systems are in place to assist with continuous improvement of services.
Selection criteria
Essential
1. Previous experience with delivering high quality customer services preferably in a government context.
2. Highly developed business, strategic and analytical skills with demonstrated sound judgement in decision-making.
3. Experience collaborating and negotiating with influence at a senior level across a variety of internal and external
stakeholders and policy settings.
4. Oral and written communication skills of a high standard.
5. Demonstrated high level leadership and team building skills, including the ability to build high performing teams, develop
professional skills in staff, and meet critical deadlines.
Desirable
1. Experience with Road Safety and Marine Safety education programs.
2. Formal qualifications in a related discipline (public administration, business, customer service).
Further information
When choosing to apply for this position, the applicant should consider the full requirements of the position in aligning their
work experience and capabilities to this role. Please refer to the OCPE Capability Framework.