Officer Passenger Experience Delivery

2 weeks ago

Melbourne, Victoria, Australia Yarra Trams Full time
VIC, AU, Jan-2023

:


Ding Ding Trams are the heartbeat of Melbourne - come be part of our team on the largest and most iconic tram network in the world.


About this opportunity


Yarra Trams requires a Passenger Experience Officer to increase customer satisfaction through providing effective and efficient centralised passenger experiences including information for disruptions and special events.

Reporting to the Team Manager, Special Events & Occupations, the role involves:

  • Coordinating passenger experience plans for planned disruption and special events, including the creation of passenger impact assessments, passenger information and rollout timelines;
  • Proof reading passenger information updates to ensure they align to service operations, particularly those linked to timetable or network changes;
  • Liaising with internal, external and government parties to assist in the delivery of passenger experience information and incorporating transport and event partners;
  • Creating Passenger Experience Plans for special events and occupations, having regard to effects to the passenger journey, impacts of works, and the need to tailor information to different customer segments;
  • Creating social media plans and content for brochures, maps or other design pieces;
  • Liaising with internal teams to ensure quality checks are performed and monitored.
  • Time on network to review passenger experience executions and to drive continuous improvement.

About you
To be successful in this opportunity, you will have:

  • Relevant tertiary qualification in a Communications, Marketing or Customer Experience related field (desirable);
  • A passion for customer experience and an understanding of customer experience frameworks;
  • Proven experience in Stakeholder communications within a Customer Service environment;
  • Experience in preparing and proofreading written communication across fixed and digital channels for distribution to the public;
  • Previous experience in Social Media management and engagement in a professional environment;
  • Ability to manage multiple tasks simultaneously and work in a fastpaced unsupervised environment with competing priorities;
  • Good knowledge of Melbourne's geography and public transport networks, as well as its special events calendar;
  • Excellent verbal and written communication skills and ability to engage with a wide range of internal and external stakeholders;

Why Yarra Trams?
Do you want to be a part of a workplace that is based on respect, promotes diversity, and encourages inclusiveness?
If you choose to work with us, you will be joining a team of passionate professionals dedicated to the delivery and improvement of Melbourne's biggest icon Additionally, you will receive:

  • A Free travel pass for Victoria's Public Transport Network
  • Career growth opportunities
  • A commitment to your health and wellbeing including free flu vax, discounted gym membership, and access to our Employee assistance program (EAP)
  • Paid Parental leave and paid superannuation for primary caregivers
Please note, our selection process will include pre-employment checks, including police check and pre-employment medical check.

Additionally in line with the government COVID-19 regulation changes, all permitted workers and return to office workers are required to be fully vaccinated unless they have a legitimate and lawful exemption.

Evidence of your COVID-19 digital vaccination or exemption certificate will be required.

Application close: 20 January 2023

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