Trainee Authorised Officer

1 week ago

Melbourne, Victoria, Australia Metro Trains Melbourne Full time
21 July 2023

Passenger Experience Melbourne Full Time


Metro is a multi award winning organisation, and we pride ourselves on our team of honest, high performing professionals who are talented, inclusive and safety focused and who are at the core of our success.


Metro's Operations & Passenger Delivery team is committed to keeping Melbourne moving by delivering exceptional passenger experiences through, on time, reliable, safe and efficient services.


Our passenger experience team are responsible for ensuring passengers can travel on the Metropolitan rail network in a safe and timely manner.

With almost 2000 staff employed across 220 stations, five depots and an Info-Central hub, our team are committed to providing a dynamic and customer-focused experience.


  • Full time position with excellent remuneration and career development
  • Job security and career stability in a secure industry
  • Receive a free Myki Pass that allows free Public Transport in Victoria
  • Access a wide range of corporate discounts, including gym offers.
About the Role


The Trainee Authorised Officer plays a pivotal role in achieving Metro's passenger experience objectives by providing superior customer service whilst performing required enforcement duties.

Reporting to the Team Leader, you will find yourself working alongside a supportive crew of up to 4 other Authorised Officers on a day-to-day basis.


There's so much more to being an Authorised Officer; from helping passengers with their travel information and helping those who may need assistance with mobility or communication difficulties, to ultimately making the passenger journey a safer one.

You'll be a critical part of helping improve the public transport experience for Melbournians and its visitors. That's quite the impact

Role duties and responsibilities include:

  • Providing a customer focused approach with the travelling public on the transport network
  • Patrol the public transport network and report (where appropriate), breaches of the Public Transport (Compliance & Miscellaneous) Act and regulations. These include, but is not limited to ticketing and behavioural offending
  • Assist customers with communication difficulties, whilst respectfully, assisting the elderly and people with accessibility needs
  • Provide a visual uniformed presence on various transport premises including ticketing barriers to enhance service delivery and security
  • Working across the varied forms of public transport across Metropolitan and Suburban Melbourne, and occasionally rural Victoria
  • Have a significant impact on enhancing the passenger experience for all travellers

Hours of work:
The Authorised Officer role is a full-time shift work roster. This will include weekends and night shifts to support our 24/7 service delivery.

Please note that due to the nature of the work, there are late and early shifts that commence outside of public transport hours.

About You

  • As someone who genuinely cares about the people you interact with, you pride yourself on having exceptional customer services skills
  • Have a safetyconscious attitude. Keeping everyone safe is the primary objective on our network
  • You are highly adaptable to your environment and relate well to people from many different walks of life
  • Have natural problemsolving skills and the ability to communicate effectively in all types of situations
  • Able to work effectively in a team environment
  • Able to work shift work
  • Previous training or any relevant experience in community engagement or working with people with special needs. Previous training or experience in compliance or law enforcement (not required but preferred)
Who are we and what's in it for you?


You will be joining an organisation that is known as a global leader in its field but also prides itself on being dynamic, embracing new technologies and focused on customer service.

Our aim is to promote work/life balance, allow team members to bring their best to work and to truly be focused on a common goal which is to provide a world-class railway service.

We offer a range of great benefits, including 5 weeks of annual leave, professional development, health & wellbeing initiatives. We'll provide you with excellent working conditions, required training and support in an industry with endless opportunities.

Are you ready to be a part of the Metro Team?


This is a fantastic opportunity to build on the career you've developed to date and take it to the next level by making an impact that matters - keeping people safe.

Next Steps

Diversity, Equity, & Inclusion at Metro

At Metro, we know that a diverse, equitable, and inclusive company is a more innovative and successful one.

We strive for a workplace where everyone is treated fairly and respectfully, where all have equal access to opportunities and resources, where individuals can do their best and contribute to our success and can bring their whole selves to work.

We encourage all interested applicants to apply

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