Job opportunity

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

At DTMI, we pride ourselves on delivering exceptional service to our customers. As part of our commitment to excellence, we are seeking a dedicated and skilled Customer Complaints and Resolution Officer to join our team.

As a Customer Complaints and Resolution Officer, you will provide a high-quality information service to business units, manage complex and escalated call and off phone enquiries related to towing governance and regulation in a timely professional and efficient manner, where first point of contact resolution has not been achieved. Assist the Manager Towing Governance and Regulation in researching and preparing variety of correspondence including drafting Ministerial responses and briefing notes in accordance with relevant Legislation and Department procedures and escalate where required.

Key Responsibilities

• Receive and investigate customer complaints, ensuring a fair and thorough process.
• Work diligently to resolve issues, collaborating with relevant departments and stakeholders.
• Maintain open lines of communication with customers, providing updates and ensuring transparency.
• Identify underlying causes of complaints and recommend process improvements.
• Accurately document complaint details, actions taken, and resolutions.
• Advocate for customers within the organization, striving for continuous improvement.

For further information about the role, we encourage you to review the attached Job Description Form (JDF) and contact Janita Owen on 08 65517048 and/or Janita.Owen@transport.wa.gov.au.

There is currently one (1) permanent position available for immediate filling.

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 12 months from date of first appointment across DTMI. 

About you

• Exemplify personal integrity and self-awareness.
• Cultivate strong, productive working relationships and partnerships.
• Communicate and influence at a senior level with a range of stakeholders including industry and government bodies.
• A genuine passion 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.
• Ability to work within set timeframes and adhere to schedules.
• Achieve results through the development of performance indicators and performance assessment methodologies.
• Shape and drive strategic and tactical business plans.

As part of our team, you will enjoy

• A competitive salary, and 12% employer contributed superannuation and salary sacrifice options.
• Generous leave entitlements including 4 weeks’ annual leave, 3 public service holidays yearly and long service leave every 7 years.
• Access to flexible working arrangements including working from home or alternate work location for enhanced work life balance.
• 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 strategic goals.
• Work for an innovative Government agency with limitless long-term career prospects.

In addition to rewarding work, we invite you to be Part of Something Real. Learn more about our commitment to you, here.

How to Apply

Apply online by clicking the ‘Apply for Job’ button (above and below) and provide the following documents in Word or PDF format only. Your application must include:

1. A detailed CV that clearly outlines the skills and experience you have gained in relation to the job description; and
2. A two (2) page written statement addressing the below Selection Criteria as stated on the Job Description Form (JDF):

• (SC1) Considerable experience providing quality customer service in a high volume, client focused environment, with the ability to interpret and apply and advise on relevant acts, regulations, policies, procedures and systems accurately and appropriately.
• (SC2) Highly developed organisational skills including the ability to prioritise workloads and meet deadlines.
• (SC3) Highly developed resilience, interpersonal, conflict resolution and negotiation skills including the ability to communicate effectively with customers, staff and management.

3. 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, 15 May 2026. 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, please contact our Recruitment Team at recruitment@transport.wa.gov.au or (08) 6551 6888.