AddressKeolis Downer is the largest private provider of multimodal public transport in Australia, and the southern hemisphere. We support 250 million passenger journeys annually in Australia.
Adelaide Metro Rail carries 15 million passengers every year and services 89 stations. Our vision is to deliver sustainable, revitalised train services for the people of metropolitan Adelaide and its visitors. Keolis Downer brings a strong focus on safety and customer service through its Zero Harm and Think Like a Passenger values.
Based at Adelaide Railway Station you will provide strong guidance, direction and support to Passenger Service Assistants, drivers and platform coordinators to ensure they perform all activities in accordance with operating rules, procedures, instructions and Keolis Downer values. This includes: Active supervision of the station; Managing sign-on and sign-off activities; Managing disputes and conflicts within the workplace.
You will be responsible for:
· Delivery of briefings to employees about new or updated policies, procedures and guidelines
· Coordinating with the OCC for any customer information, platform changes or disruptions
· Ensuring that a high level of customer service is maintained, and services run to schedule during all services and special events, including crowd control management
· Ensuring the proper use of all safeguards, safety devices, PPE and other equipment necessary for health and safety
· Implementing emergency procedures as documented in Incident Management policies and procedures. This includes the coordination of emergency management activities
· Ensuring station incident management processes are up to date and accurate
· Undertaking thorough investigations and implementing appropriate action on reports concerning service delays, customer complaints, driver errors or mechanical failure of railcars including making recommendation to enhance the provision
of an effective rail service
· Allocate work to PSAs / PCs and any other CX Workgroups as required; Inclusive of shift coverage (non-allocated shifts), Sick Leave, customer service, revenue protection, and safety related duties
· Effectively managing the health and welfare of employees post incident, in accordance with rail safety legislation and Keolis Downer policies
· Supervising gateline management within ARS
· Supervising cash and ticket collection for ARS TVM when required
· Issuing PSAs with appropriate equipment (radios, cameras, ticket readers)
· Communicating relevant information through PIDs and PA systems in ARS
· Coordinating actions and information with the Infocentre
· A key part of this role will be to cover leave periods as required
About you
· Prior experience in leading and supervising employees in a rail environment will be well regarded
· Understanding of Rail Safety National Law and of the Adelaide Metro Passenger Rail Network Operations will be well regarded
· Capacity to respond efficiently to high pressure situations
· Demonstrated highly effective negotiation skills when working with a range of stakeholders (employees and customers)
· Must be able to obtain a Category 2 Safety critical Rail Worker Health Assessment, working with children check and national police check
· Passionate about customer information and team work focussed
· In this role you will be required to work shift work in accordance with a seven (7) day roster including morning, night, weekend and public holiday shifts
What we offer
· A highly supportive, team environment
· Competitive remuneration
· Employee Benefits which include an Employee Assistance program, reward and recognition programs and ongoing learning and development programs
· Based at Adelaide Railway Station with parking available
· Full time permanent position
The Keolis Downer culture is one of engagement and enablement – we want to hear your ideas and support you in implementing them. We are focused on developing our staff, identifying career pathways and creating opportunity across our global network.
Interested? Click “apply now” and submit your cover letter and resume or contact us at ***************@keolisdowner.com if you have any questions.
Closing Date: Thursday, 2 May 2024 at 4:00pm
(Note: Keolis Downer does not accept applications via email)
Keolis Downer is committed to achieving a diverse workforce and strongly encourages applications from women and indigenous Australians.
