Customer Support Advisor

Department of Education; Melbourne; On-site; AUD 65,000 - 85,000; Full time

Job summary

The Department of Education in Victoria is seeking a Customer Support Advisor for the School Bus Program to support the Student Travel System. This fixed-term role runs to 31 December 2028 and serves families and schools across regional and rural Victoria, assisting with transport enquiries and policy guidance.

You will use Salesforce, CRM and Genesys to handle calls and emails, update records, and provide information on transport services and eligibility.

Qualifications

• Experience in customer service delivery
• Confidence with online software and applications and supporting stakeholders via phone and email
• Proven ability to build and maintain relationships with internal and external stakeholders through effective and authentic communication

Responsibilities

• Using department software and common applications to assist student travel enquiries (Salesforce, CRM, Genesys, Outlook, mapping tools)
• Supporting families and schools via telephone and email enquiries, providing information on transport services and policy/eligibility
• Updating records and assisting schools with policy/eligibility guidance to support families

Tools

Salesforce

CRM

Genesys

Excel

Outlook

Mapping tools

Job description

An exciting opportunity exists to secure a fixed-term role, to 31 December 2028, with the department as a Customer Support Advisor, School Bus Program (Student Travel System). The School Bus Program provides transport assistance to approximately 65,000 students attending government and non-government Victorian Schools across regional and rural Victoria.

About the Department

The department provides a wide range of learning and development support and services.

The department provides policy leadership, plans for the future of education in Victoria and leads key cross-sector collaboration. The department plays an important system steward role by providing support, guidance, oversight and assurance across early childhood and school education systems, as well as directly providing school education and 50 new early learning centres.

About the Branch

The Student Transport and Allowances Branch is responsible for the:

• Students with Disabilities Transport Program
• Conveyance Allowance Program
• School Bus Program, including the state-wide roll out of centralised coordination of the program through the Student Travel System (STS)
• Buses and Vehicles - Owned or Hired by a School Policies
• Development and implementation of reform and improvement for all programs consistent with government priorities and budget responsibilities

About the Role

An exciting opportunity exists to secure a fixed-term role, to 31 December 2028, with the department as a Customer Support Advisor, School Bus Program (Student Travel System).

The School Bus Program provides transport assistance to approximately 65,000 students attending government and non-government Victorian Schools across regional and rural Victoria.

Reporting to the Manager, School Bus Program, and working collaboratively alongside transport and administration officers, the Customer Support Advisor will support families and schools across Victoria with their student travel requirements.

The Customer Support Advisor is responsible for;

• Using the department's software and common applications to assist student travel enquiries
  • Salesforce Student Travel System, and Customer Record Management System
  • Genesys phone system
  • Microsoft – Outlook, EXEL
  • Mapping tools
• Supporting families and schools via telephone and email enquiries
  • Provide information on transport services available
  • Provide policy and eligibility advice to parents/ carers
  • Update parent/ carer and traveller records as circumstances change
  • Assist schools with policy and eligibility advice to support families

Attributes

Your capacity for collaboration, driving continuous improvement, and cultivating genuine relationships with the team and external stakeholders will be pivotal for your success in this role.

You will demonstrate strong capabilities in the following:

• Flexibility and Adaptability: Accept changing priorities and respond quickly. Identify and work to overcome challenges families are facing accessing student travel, be prepared to work on different issues throughout the day
• Enabling Delivery: Resolve student travel issues through deep understanding of travel policies and department guidelines. Apply critical thinking and problem-solving concepts in the right context to understand and manage issues
• Authentic Relationships: Ensure value add for families and schools through all interactions. Utilise other areas of department and resources for support, monitor customer satisfaction, constructively deal with issues, and look for continuous improvement.

Desirable Qualifications and Experience

• Experience in customer service/ customer delivery
• Confidence in online software and applications, and supporting stakeholders via phone and email/ written communications
• Proven ability to build and maintain relationships with internal and external stakeholders through effective and authentic communication

Further Information

For more details regarding this position please see attached position description for the capabilities to address in application.

The department values diversity and inclusion in all forms - gender, religion, ethnicity, LGBTIQ+, disability and neurodiversity. Aboriginal and Torres Strait Islander candidates are strongly encouraged to apply. For more information about our work, working for the Department, diversity and inclusion, and our employment conditions visit the Department website and our Diversity and Inclusion page

Applicants requiring adjustments can contact the nominated contact person.

Information about the Department of Education's operations and employment conditions can be located at www.education.vic.gov.au.

For further information pertaining to the role, please contact: Sarah Johnson – Manager, Transport Projects via (03) 7022 2*** or **************@education.vic.gov.au.

Preferred applicants may be required to complete a police check and may be subject to other pre-employment checks. Information provided to the Department of Education will be treated in the strictest confidence.

Please let us know via phone or email if you require any adjustments to ensure your full participation in the recruitment process or if you need the ad or any attachments in an accessible format (e.g. large print) due to any viewing difficulties or other accessibility requirements.

Applications close

11:59pm on Monday 23 November 2026.