School Bus Program Support Specialist

Department of Education & Training, Victoria; Melbourne; On-site; AUD 70,000 - 95,000; Full time

Job summary

Department of Education & Training, Victoria is seeking a Customer Support Advisor for the School Bus Program to support families and schools across Victoria with student travel information and policy guidance.

In this fixed-term role until 31 December 2028, you will handle enquiries via phone and email, navigate Salesforce and other systems, and contribute to smooth delivery of transport services for about 65,000 students.

Qualifications

• 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

Responsibilities

• 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, Excel
• 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

Skills

Customer service

Stakeholder management

Communication

Team collaboration

Tools

Salesforce

Genesys

Microsoft Office

Outlook

Excel

Job description

Department of Education & Training, Victoria is seeking a Customer Support Advisor for the School Bus Program to support families and schools across Victoria with student travel information and policy guidance.

In this fixed-term role until 31 December 2028, you will handle enquiries via phone and email, navigate Salesforce and other systems, and contribute to smooth delivery of transport services for about 65,000 students.