Senior Advisor – Customer Service
- 2 x part time [0.6fte] roles – 1 x parental leave replacement until 10 April 2026 and 1 x fixed term until 30 January 2026.
- Geelong office location, with flexible hybrid working
- Offering a competitive starting base salary of $106,189 (full time equivalent) plus super and benefits
Help improve the everyday, every day
Right now, we’re seeking a Senior Advisor – Customer Service who will continue to play their part in caring for the lives of everyone on Victoria’s roads. Someone who’ll bring their authentic selves to work, stand up for what’s right, and collaborate in a team to improve the everyday — for Victorians, our colleagues and our partners.
Find out more about our shared purpose, and what drives every one of us.
About the role
The Senior Advisor – Customer Service plays a key leadership role in supporting the Team Manager and wider team to drive high performance across the branch. With a deep understanding of the Customer Service Officer role, you’ll provide targeted coaching to enhance the quality and effectiveness of client and provider interactions. You’ll also analyse team performance using audit and quality data, identifying trends and capability gaps, and working with leadership to shape training priorities and performance standards.
About the Team
You will join the Customer Service and Operations branch with the Clients division who are dedicated to achieving efficient, just and cost-effective injury recovery and independence outcomes for those injured in transport accidents.
This is a collaborative and supportive branch where teamwork and collaboration are highly valued and demonstrated. You will be supported by a Team Manager who empowers their Senior Advisors to lead with autonomy and confidence, while remaining accessible for guidance and direction.
What we’re looking for
Leadership with a Coaching Mindset
You bring demonstrated leadership capability in a fast-paced, operational environment, with the ability to identify learning needs and effectively coach and mentor team members.
Deep Knowledge of TAC Customer Service
A strong understanding of the Customer Service Officer role is essential. You will have insight into the nature of client and provider interactions and demonstrate sound judgment in managing challenging calls with empathy and a solutions-focused mindset.
Detail-Oriented and Analytical
With an eye for detail, you’re confident analysing quality and performance reports to identify trends, gaps and areas for improvement. Your ability to interpret data will help inform coaching strategies and elevate team capability.
Level up your career. Apply now.
Click apply to submit your Cover Letter and Resume. If successful, you’ll progress to a interview. All applicants will be advised of the outcome of their application.
For more information, read the attached Position Description or contact Michael Wilkinson, Team Manager Customer Service 4 at Michael_Wilkinson@tac.vic.gov.au for a confidential discussion. Applications for this role will be accepted up until 11:55pm on Tuesday 5th of August 2025.
If we can do anything to help make applying for this role easier, please let our People, Culture & Engagement Team know at People_Culture_Engagement@tac.vic.gov.au. If over the phone is better for you, our number is 5225 7500.
Child Safety
At the TAC we are committed to the safety of children and young people. For more information regarding our commitment to child safety, please visit our website.
This role will require you to have a valid Working with Children Check.
A current TAC employee is eligible to apply for another position at TAC if:
- The employee has been in their current position for at least 12 months; and
- Has attained at least a competency 2 (for job groups 1-5); and
- Is not currently on a Performance Improvement Plan (PIP)
Please note, temporary staff who are employed by a recruitment agency to work at the TAC will be eligible to apply. Please reach out to your agency and they will submit an application on your behalf.