Team Leader Customer Service

Department of Transport and Major Infrastructure; City Of Stirling; Hybrid; AUD 100,000 - 120,000; Full time

Benefits offered by this job

Flexible working from home

12% employer contributed superannution

Job summary

The Department of Transport and Major Infrastructure (DTMI) in Western Australia is seeking a Team Leader Customer Service to lead a regulatory, on-demand transport support team. You will drive licensing and authorisation services, oversee operations, and coach staff to deliver high-quality outcomes in line with legislation.

This 6-month fixed-term role offers flexible working arrangements and a collaborative, performance-driven environment. Applications close soon.

Qualifications

• Experience delivering customer service in a regulatory context.
• Ability to collaborate across teams to streamline processes.
• Proven coaching and staff development abilities.
• Experience implementing service improvements and reforms.

Responsibilities

• Lead a customer-focused team delivering licensing and authorisation services.
• Oversee day-to-day operations and manage complex customer matters.
• Coach and support team members while fostering a positive culture.
• Drive continuous improvement in service delivery and stakeholder engagement.

Skills

Regulatory customer service

Cross-team collaboration

Coaching and staff development

Process improvement

Stakeholder engagement

Communication and negotiation

Job description

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

This is an exciting opportunity to lead a customer-focused team and contribute to the delivery of licensing and authorisation services that support Western Australia's on-demand transport industry. As the Team Leader Customer Service, you will lead and develop a team responsible for delivering high-quality customer service and authorisation functions, ensuring services are provided efficiently, accurately and in line with legislative requirements. You will oversee operational activities, manage complex customer matters, and drive continuous improvement initiatives to enhance service delivery. You will also provide coaching and support to team members, foster a positive team culture, and work closely with stakeholders to achieve business objectives. This role offers the opportunity to make a meaningful impact while contributing to improved customer outcomes and service excellence across the Department.

There is currently 1 Fixed term position available for immediate filling for a period of 6 months, with the possibility of extension or permanency. Suitable applicants through this process may receive further offers of employment in this or similar roles (fixed term or permanent).

Want to know more about the role? For further information about the role, we encourage you to review the attached Job Description Form (JDF) and contact Richard Roberts, Manager Customer Service On Demand Transport on [phone] or [e-mail].

The Ideal Candidate

• Substantial experience developing and delivering effective and high quality customer services in a regulatory context for a diverse customer base using multiple channels.
• Demonstrated experience working collaboratively across teams to develop, integrate and manage complex business processes, including relevant technology systems and resources to achieve desired outcomes.
• Demonstrated ability in managing and developing a team including excellent coaching, mentoring and staff development skills.
• Demonstrated ability to interpret strategic objectives, implement reforms and deliver services that are well targeted and provide solutions to complex problems.
• Demonstrated ability to use initiative to gather and share information, evaluate work and program performance and identify and implement areas of improvement.
• Demonstrated ability to present messages confidently, adapt to a range of audiences and approach negotiations with a strong grasp of the key issues.
• Ability to work effectively within a team environment and contribute to the achievement of results through being agile, curious and solutions focused.

We believe everyone at the Department of Transport and Major Infrastructure (DTMI) is a leader, contributing to our impactful work for the sector and community. We expect all employees to embody the behaviours and mindsets outlined in the Building Leadership Impact and Leadership Expectations.

The Offer

• Flexible working arrangements, including working from home options.
• A competitive salary, and 12% employer contributed superannuation and salary sacrifice options.
• Support from your manager and team, we have a strong team culture and help each other achieve our goals.
• Bright, modern facility close to transport links with a friendly team environment.
• Generous leave entitlements, including annual leave, additional public sector holidays and long service leave.

Applications for this opportunity close at 3pm on Monday 26 October 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.