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Form of work The Translink Operations Centre (TOC) serves as the central hub responsible for overseeing public transport operations across Queensland, ensuring the seamless coordination and efficiency of transportation services. With advanced technology and dedicated personnel, TOC plays a pivotal role in monitoring, managing, and optimising the performance of the public transport network to enhance the overall commuting experience for the residents of Queensland.
The position will involve undertaking 24/7 shift work on a rotating roster to meet the operational needs of the Translink Operations Centre, including weekends and public holidays.
Applicable penalty rates and loading will apply based on shift allocation.
Some of your responsibilities will include:- Creating customer communications in accordance with the disruption communications policy for various public services, encompassing bus, rail, light rail, and ferries throughout the comprehensive Translink public transport network across the state.- Detect and analyse real-time disruption trends to offer customers the latest and most relevant information for their travel plans, presenting alternative options and ensuring they stay well-informed throughout their journey.- Create comprehensive briefing documents detailing incidents, for both internal and external stakeholders, ensuring the inclusion of precise and relevant information crucial for informed decision-making by senior leadership.- Collaborate seamlessly within the Translink Operations Centre by leveraging cutting-edge technology, advanced systems, and tapping into the wealth ofknowledge offered by fellow subject matter experts. Employ these resources synergistically to effectively execute your assigned responsibilities and enhance overall customer communications.- Enhance operational efficiency within Real-Time Communications by optimising processes, reducing the elapsed time from the initial detection of incidents to promptly notifying customers.
Requirements of the role:- Proficient in crafting precise and effective communication strategies tailored for diverse audiences across various digital platforms. Demonstrated expertise in developing clear and compelling messages to engage customers through a range of online channels.- Proven aptitude for clear and efficient communication within high-pressure settings, particularly during periods of disruption. Illustrated capacity to convey information effectively and maintain composure amidst challenging circumstances.- Extensive background in a position requiring robust collaboration across diverse operational teams, aimed at enhancing overall customer satisfaction. Demonstrated track record of actively engaging and coordinating with cross-functional teams to achieve collective goals and optimise customer experiences.- Skilled in the adept utilisation of a diverse array of technological solutions tailored for communication purposes, or a proven capacity to swiftly acquire proficiency in unfamiliar software or systems. This includes a demonstrated ability to navigate andleverage a comprehensive suite of tools and platforms designed for effective communication, showcasing both adaptability and a proactive approach to staying current with emerging technologies in the field.- Proven capacity to operate effectively within the parameters of your designated responsibilities, promptly elevating issues as necessary while adopting a problemsolving mindset.- To ensure the security of the operational information housed in the operations centre, prospective candidates must undertake a successful criminal history check.
Applications will remain current for 12 months.
