Glo - G:link Liaison Officer

About Keolis Downer

The 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% 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, birthday celebrations); 
• Health & Wellness Programs (inc. team challenges, Fitness Passport);
• 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 spirit throughout the Company.

Position Purpose

Working closely with our Customer Service Officers and marketing team you will work as the direct contact with customers at stations and on board the trams for the provision of public information, customer assistance, safety and the cleanliness of our environment and some stakeholder engagement.

Reporting to

Customer Experience Manager

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 and managing crowds;
• Deal with and help passengers during operational disruptions and take direction from the Operations Control Centre;
• Help customers to purchase the correct ticket;
• 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.

Competencies Required

• Work as a Rail Safety Worker Category 3 (non-safety critical worker);
• Current Drivers Licence
• Fluent in English with excellent written and verbal communication skills and clear phone manner;
• Knowledge of the local area and the G:link network;
• 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; and
• No transport industry experience is required as we are prepared to train and invest in the right candidates with the right attitude.

Profile Requirements

• Will always put our customers first;
• Must be able to work well as part of a team and autonomously;
• Must be able to work on a casual basis;
• Must be willing and able to work in all weather and under pressure;
• Must be willing to perform shift work over a 24 hour rotating roster;
• Must be willing to perform shifts of up to 10hrs hours duration (or longer if overtime is worked) day or night, any day of the year;
• Ability to adapt to unexpected or changing situations;
• Able to operate effectively in stressful situations;
• Willing to take precautions against infectious diseases and hazardous items as required; and
• Ability to deal with potential blood and bodily fluid transfers.