Customer Relations Officer

• Supported Career and development opportunities within the organisation.
• Job security! Permanent, full-time position in a thriving Industry.
• $44.87 per hour ($88,664pa) + Super on a competitive EA.

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 Customer Relations Officer you are integral to the success of V/Line’s Operations Group.

This position plays a key role in creating an efficient and diplomatic customer complaint handling service which includes addressing customer concerns related to service delivery, providing information, enhancing customer experience, and managing claims.

Key Accountabilities include:

• Customer Feedback: Receive, log, and ensure timely responses to customer feedback via letter, email, or phone; initiate internal investigations and finalize cases.
• Customer Service: Ensure all customer contacts are handled promptly and courteously, demonstrating V/Line’s commitment to resolving concerns and improving service.
• Follow-Up: Action all customer feedback within agreed time frames and priorities based on urgency.
• Trend Analysis: Identify trends in customer feedback and inform management of solution strategies; assist in developing initiatives to improve feedback handling.
• Reporting: Prepare data for reports and analysis.

About you

Our ideal candidate is customer-focused, detail-oriented, and analytical, with excellent communication skills and a proactive approach to problem-solving. They should also be a team player who ensures compliance with relevant policies and procedures.

Our ideal candidate will possess the following:

• Demonstrated alignment to V/Line’s values of responsiveness, integrity, impartiality, accountability, respect, leadership and human rights.
• Year 12 OR equivalent education/ Training.
• Excellent written and verbal communication skills.
• Must have experience in a customer relations role in a regulatory environment. Specifically handling customer resolutions, complaints and investigations.
• Experience in Microsoft Suite, particularly in Excel with Pivot Reporting and Analytical and Reporting Capability is desirable.
• Experience in Power BI is desirable

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.
  

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, 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.

Remuneration for this position will be in line with the 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.