Customer Services Officer - Southern Cross Station

• 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 has been connecting Victorians for almost 40 years, by providing rail and coach services across 5 different lines, entering South Australia and New South Wales. Being a part of V/Line means you will be a part of our mission to provide connection to Victoria.

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.

You will enjoy a lot of variety day-to-day as you work from Southern Cross, 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 customers 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 4-6 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 position as a Customer Services Officer at Southern Cross Station. Once a candidate successfully gains a place in the pool, they are eligible to be considered for fixed-term and permanent 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.

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