Services Officer

Services Officer - Southern Cross Station
· Permanent, Full-Time
· Job security, career growth, and variety every day
· $26 per hour while training, then $39.6386 per hour, plus super and penalty rates
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 the Services Officer, you are integral to the success of V/Line's Customer Group.
Your primary responsibility will be to ensure that customers receive the highest quality of service while maintaining safety on and around the rail. Your duties will include ticket sales as well as providing assistance to platform staff as needed.
Key Accountabilities include:

• Communicate accurate and timely information to customers, ensuring coach replacements are organised where required
• Complete Myki and V/Net ticket sales and seat reservations
• Manage the day-to-day operations and customer service in the Booking Office
• Work collaboratively within the team and wider functions
• Ensure safety on and around the station, for customers, colleagues, and yourself
• Carry out platform and customer service duties as required

This is a full-time position with rotating shifts from 5:35 am to 9:45 pm, seven days a week.
About you
Previous experience in face-to-face customer service and an operational environment is an advantage. So is having good situational awareness along with demonstrating that you value safety and make it a key workplace priority.
Previous experience in rail or transport would be ideal. Or, you may have a background in hospitality, retail, supply, manufacturing, care work, or any profession that values safety equally with service.
Our ideal candidate will possess the following:

• Demonstrated alignment to V/Line's values of responsiveness, integrity, impartiality, accountability, respect, leadership and human rights.
• Strong verbal & written communication skills
• Ability to adapt to changing environments
• Strong focus on safety culture

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.

How to Apply
Please use the 'Apply' button to submit your application, including a current resume.
The recruitment and selection process may include aptitude assessments, behavioural and/or technical interviews and employment references.
Successful applicants will be required to undergo pre-employment screening including, probity (police) checks, CAT 3 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.
This position is classified as a TRAINEE STATION STAFF($26.3917) whilst completing a Certificate 3 in Customer Rail Operations and On the Job training for 5-7 weeks.
Upon successful completion of the training, this full-time position is then classified as STN OFF C1 ($39.6386) in accordance with the current V/Line Rail Operations and Administrative Employees Agreement 2019.
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