Customer Controller
Customer Controller
Interested in data-driven service delivery?
Great with content and working with complex information?
Want job security, a career role, and the opportunity to make great money?
Want a corporate career combined with lifestyle? V/Line takes you there! With over 2,500 employees, locations throughout Melbourne and Regional Victoria and a true commitment to workplace flexibility, have your dream career and the lifestyle you want. We can get you there with free myki travel.
The Customer Controller is a real time information-management role requiring great stakeholder engagement and technical communications skills.
About the Role
As part of the Integrated Operations Centre (IOC), you are involved with developing and carrying out end-to-end disruption management plans.
You are part of the team responding to service disruptions, breakdowns, delays, overcrowding, and stranded customers. You contribute to successful operations by:
- Coordinating alternate transport
- Redeploying frontline staff
- Collating crowd-sourced intelligence
- Delivering consistent information to customers
The administrative aspects of this role require exceptional attention to detail and the ability to produce accurate reports within strict timeframes. You will be collating information, interpreting & evaluating incidents, and providing content, dashboards, & reports.
By its nature, this work is responsive, demanding, and exhilarating, so we’d like you to be focused, resilient, and calm.
About you
You are focused and results-oriented. Our goal is to deliver real-time, accurate updates to stakeholders in an absolutely time-sensitive environment.
You have strong capability in Microsoft Office (Office 365) and know how to use Teams to create content.You have experience with Sprout Social, Whispir, and content management systems (CMS).
Your skills might come from any fast-paced, dynamic environment, such as transport planning, operational IT support, or an emergency response call centre.
Full training is provided for this role. You'll bring knowledge & skills in:
- Digital & technical literacy
- Lightening-speed, accurate data entry
- Critical thinking & problem solving
- Clear communication, with a focus on continuously improving the user experience
About the hours
This position requires shift work, across a 04:00–02:30 hours timespan.You will be expected to work early starts, late finishes, weekends, & public holidays, as part of a regular pattern or roster cycle.
Penalty rates are applied to shift work in accordance with the V/Line Rail Operations and Administrative Employees Agreement 2019.
What we offer
§ Workplace flexibility
§ Personal development
§ Commitment to culture
§ Inclusive environment
§ Career opportunities
§ Paid Parental Leave
§ Free Myki travel
§ Contribute to connecting Victorians
The base annual salary for this permanent, full-time role is $99,445 (base hourly rate of $50.15), plus 5-weeks annual leave, 20%leave loading, Extra Days Off, superannuation, and free myki for metro & regional travel.
Get more information
Please be aware, the selection process may include a behavioural event interview, probity (police check), and reference checks.
Apply now
Click ‘Apply’ to go to our Careers page and submit your application. Send us an up-to-date resume and a brief cover letter telling us why you’re the best person for this role. Please attach your documents as PDFs.
Applications close: 5pm on Tuesday, 18th of July 2023