AddressThe G:link is operated and maintained by Keolis Downer Gold Coast (KD). Keolis Downer is Australia’s largest private multi-modal public transport operator. Operating G:link, Yarra Trams, Adelaide Metro Rail and close to 1000 buses in Australia. Keolis Downer is a joint venture between Keolis, one of the world’s largest public transport operators, and Australian services firm, Downer.
Some of our Benefits
- 11.5% Superannuation;
- Penalty rates, including for night shift and weekends;
- Additional 1 week’s annual leave for shift workers;
- Salary Packaging (inc. salary sacrificing additional superannuation and novated car leasing);
- Education and learning opportunities;
- Employee Assistance Program (for employees and immediate family);
- Reward & Recognition (inc. years of service, employee of the year, informal recognition);
- Health & Wellness Programs (inc. team challenges, Fitness Passport); and
- Flexible work options (including Paid Parental and Adoptive Leave).
Our Culture
What makes working with us so special is our culture, one that embraces our KD core values (We Care, We Imagine, We Commit) and shared commitment to the development of high performing natural leaders within the organisation. We are proud to recruit, train and retain the most talented professionals on the Gold Coast, who share our customer (Think Like a Passenger) and safety focused (Zero Harm) approach. Our staff are at the core of what we do, and by cultivating the right environment and values, we have an engaged workforce with a sense of team
About the Role
As one of our Customer Service Officers, you will be responsible for the full customer experience. You will be the direct contact with our customers at stations and on board the trams for the provision of revenue protection, public information, customer assistance, safety and the cleanliness of our environment.
Position Responsibilities
- Answer passenger questions about services, transport connections, how to get to local attractions and ticketing;
- Enhance passenger security by maintaining a visible presence on stations and trams, diffusing conflicts and managing crowds;
- Deal with and help passengers during operational disruptions and take instructions from the Operations Control Centre (OCC);
- Protect Translink revenue by performing ticket checks and issuing ‘penalty notices’ in accordance with Translink procedures;
- Use of ticketing and revenue protection equipment;
- Uphold the company’s values and deliver the Customer Charter (our promise to our customers); and
- Support the company in promoting the Light Rail to the community.
About you, your skills and experience
- Work as a Rail Safety Worker Category 3 (non-safety critical worker);
- Fluent in English with excellent written and verbal communication skills and clear telephone manner;
- Ability to comprehend and adhere to specific legislation requirements when undertaken role as Authorised Officer;
- Knowledge of the local area and the G:link network;
- Capable of working under pressure with ability to follow operational procedures at all times;
- Ability to adapt to regular shift change-over;
- Ability to deal with challenging people;
- Ability to deal with potential physical abuse, verbal abuse and aggressive behaviour from members of the public;
- School certificate or equivalent working experience;
- Proven experience in a customer or information provision role;
- Ability to handle situations involving persons with traumatic injuries or death as a result of vehicle accidents;
- Ability to handle persons suffering from altered mental state including mental illness and substance abuse;
- Is legally entitled to live and work in Australia;
- Hold a current Australian drivers license;
- No transport industry experience is required as we are prepared to train and invest in the right candidates with the right attitude;
- Will always put our customers first;
- Ability to deliver exceptional Customer Service;
- Must be able to work well as part of a team in an autonomous environment;
- Must be willing to perform shift work;
- Must be able to perform shifts of up to 10 hours duration (or longer if overtime is worked);
- Has the ability to identify and solve problems in a structured and professional way;
- Ability to adapt to unexpected or changing situations;
- Able to operate effectively in stressful situations;
- Ability to act and behave with integrity and in accordance with KD’s code of conduct and values at all times and in such manner so as not to bring the KD into disrepute or disrespect;
- Willing to take precautions against infectious diseases and hazardous items as required; and
- Ability to deal with potential exposure blood and bodily fluid.
As part of the recruitment processes at KD, pre-employment checks include National Police Certificate and Rail Safety Worker Medical. Further to this, successful candidates will be required to provide a National Police Certificate where requested throughout employment and maintain their Rail Safety Medical status.
Given the nature of the position you have applied for and the duties and responsibilities that it includes, KD considers this to be a reasonable requirement. KD will assess a candidate’s and employee’s criminal record history against the inherent requirements of the relevant position before making a determination as to their suitability or otherwise for the role.
Keolis Downer is committed to creating a workplace that builds respect, promotes diversity and encourages inclusiveness.
