Customer Services Officer

Customer Services Officer - Southern Cross Station Talent Pool

• Perfect entry-level role to begin your career at V/Line
• Progress and diversify your career in a multi-faceted, operational environment with Individual Development Plans
• Attractive hourly rate with shift work penalties, free Myki Pass and 11% super

V/Line's purpose is to connect Victorians through safe, reliable, and accessible transport. We believe in giving all Victorians opportunities through travel and transport - connecting them to jobs, education, family and friends, services, tourism and trade.

V/Line is experiencing significant growth and we're delivering more services, more trains, cheaper fares, and huge projects. With more than 3700 weekly train and coach services, an expansive freight network and unprecedented rail investment, millions of Victorians depend on us to deliver. You could be one of our 2700 committed team members who are up to the challenge.

About the role

As a Customer Services Officer (CSO) you are an integral part of the efficient running of our trains and coaches from Southern Cross Station. You will oversee the arrivals and departures of trains and coaches from your designated platform or coach terminal, and manning Myki ticket barriers.

This role will appeal to a safety-conscious individual seeking a dynamic and active work environment.

Communication is the fundamental aspect of this role. Using a 2-way radio, you convey key information to stakeholders and customers, such as train arrivals & departures. You will be required to coordinate with our Control Room for all announcements and signals.

This role is mostly operational, with an important customer service component. CSO's will liaise with cleaners to ensure the cleanliness of trains for timely departures.

Being based out of Southern Cross, you will enjoy a lot of variety day-to-day as you get the opportunity to also work at Flinders Street, Sunshine, and Footscray stations.

Being a Customer Service Officer, you will be on a 4-week rotating roster. Shifts start as early as 4:30 am and you can finish shifts around 2:30 am on weekends. You will be required to work public holidays if your roster falls on those dates. There will also be opportunities to pick up additional hours.

About you

As our ideal candidate, you will have strong operational experience with conflict management and resolution skills.

Key aspects you will bring:

• Demonstrated alignment to V/Line's values of responsiveness, integrity, impartiality, accountability, respect, leadership and human rights.
• Strong verbal communication
• Proven ability to effectively self-manage, adapt and problem-solve in challenging situations
• Proficiency in handling customer's enquiries in a professional manner
• Commitment to Safety
• Successful completion of Year 10 (minimum)
• Availability for shift work & overtime

In addition to free Myki travel, we offer:

• Community impact - Make a genuine difference. Work in a role that connects Victorians, every day.
• Huge potential - We're transforming, and you can too. Be a change maker, recognised for your contribution and creativity.
• Dynamic environment - V/Line operates in a constantly changing space. Join a fast-paced and exciting organisation.
• Collaborative team - You'll be part of a broader supportive team. Surround yourself with talented, passionate peers.
• Flexible working - We support flexible working. Work in a way that supports you to thrive in your role.

The Customer Services Officer is classified as a TRAINEE STATION STAFF ($26.3917 per hour) whilst doing training for 4 weeks, gaining a Certificate 3 in Rail Customer Operations. Upon successful completion of the training, the position is then classified as a Customer Service Supervisor ($35.1889 per hour) in accordance with the current V/Line Rail Operations and Administrative Employees Agreement 2019. This role is also subject to penalty rates.

About the Recruitment & Selection Process

V/line runs several Assessment Centre throughout the year to pre-qualify candidates for a Talent Pool. Once a candidate successfully gains a place in the pool, they are eligible to be considered for full-time, fixed-term and ongoing vacancies for the following 12 months.

Part of the application process includes aptitude tests, video and phone screens, and an interview.

Successful applicants will be required to undergo pre-employment screening including, probity (police) checks, medical assessment, and Australian entitlement to work. Employees of V/Line are required to maintain a valid Working with Children Check Victoria (Employee) for the duration of employment.

Does this sound like the ideal role for you? Then apply now! When submitting your application, please attach your resume and (optional) cover letter as PDFs.

Current employees are expected to remain in their role for a minimum of 12 months before applying to new positions within V/Line.

V/Line is an equal-opportunity employer. We are committed to providing an environment of mutual respect and we welcome applicants from any background. We value diversity and are continuously working towards creating a flexible and inclusive environment that is representative of the Victorian community. #LI-DNI