Quality and Resource Coordinator

Quality and Resource Coordinator (L4) & Resource Planner (L3) (Pool) Salary : Location : Innaloo Closing Details : Work Type : Permanent - Part Time, Permanent - Full Time, Fixed Term - Full Time, Fixed Term - Part Time Drive Change, Connect Communities Working for the Department of Transport (DoT) 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 The Department of Transport (DoT) has some unique opportunities for a Quality and Resource Coordinator and Team Leader to lead within our Customer Contact Centre. Responsibilities As a Quality and Resource Coordinator, you will be responsible for coordinating and supporting the effective allocation of resources and the delivery of high-quality services within Driver and Vehicle Services. You will set, monitor, and provide an independent focus on Quality Assurance and performance improvements to ensure our Contact Centre staff meet and exceed quality and compliance standards. Your role involves monitoring workloads, planning and organising team activities, and ensuring compliance with relevant legislation, policies, and procedures. You will analyse data, prepare reports, and implement process improvements to achieve departmental goals, while developing and providing training and support to the team. With your positive approach and strong communication skills, you will foster positive relationships with stakeholders, contribute to a collaborative and high-performing team environment, and ensure we have sufficient resources to meet customer demand and expectations. Your ability to solve problems and manage competing priorities will be essential to ensuring targets are met and standards are maintained. As a Resource Planner, you will use your expert planning skills to produce forecasts and schedules for the allocation of resources across a wide range of Driver and Vehicle Services (DVS) business areas, including the Main Roads Centre, DVS Customer Contact Centre, multiple DVS Business Centres, and Practical Driving Assessments (PDA). You will manage the development of forecasts and schedules through internal systems, communicate with key stakeholders, and maintain accurate records to ensure business requirements are met. Your ability to use relevant software to effectively forecast, schedule, and monitor real-time performance will be crucial to your success in the role, and the ideal candidate must be highly competent at managing and prioritising a busy workload. All candidates will be assessed against both levels (3 & 4) to identify their level of suitability. 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 24 months from date of first appointment across the Department of Transport. About you Thrive within a team environment and contribute to the achievement of results through being agile, curious and solutions focused. Demonstrate experience in contemporary workforce management principles. Design and implement best practice methodologies using up to date technology and processes. Research and analyse complex policy issues and trends and provide advice accordingly. Thrive in a fast-paced and changing environment to suit the needs of the business. Handle challenging situations with tact, diplomacy and professionalism. Demonstrate great team leadership skills. Remain calm in difficult and sensitive situations. As part of our team, you will enjoy We invite you to Be Part of Something REAL. At the Department of Transport, we value real connection, growth, wellbeing, and purpose. We are deeply embedded in our community, fostering an environment where employees feel seen, heard, and empowered. Our modern work environment supports continuous learning and development, making a significant impact on Western Australia's prosperity. We prioritise employee wellbeing and collaborate with the community to create a thriving, connected state. Learn more about our commitment to you, A competitive salary, and 12% employer contributed superannuation and salary sacrifice options. 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. Support from your manager and team, we have a strong team culture and help each other achieve our customer service goals. Bright, modern facility close to transport links with a friendly team environment. Work for an innovative Government agency with limitless long-term career prospects. Generous leave entitlements including 4 weeks’ annual leave, 3 public service holidays yearly and long service leave every 7 years. How to Apply Apply online by clicking the ‘ Apply for Job ’ button and ‘Must’ provide the following documents in Word or PDF format : A detailed CV that clearly outlines the skills and experiences you have gained in relation to the job description; and A two (2)-page summary outlining the key responsibilities and achievements you have had during your career in the context of the JDF and #J-18808-Ljbffr