Station Officer Part Time

3 weeks ago

Melbourne, Australia Metro Trains Melbourne Full time

21 November 2023

Melbourne Part Time

STATION OFFICER PART TIME

Be among the first to work at the new Metro Tunnel stations, helping thousands of passengers get where they need to go quickly and safely.

The Metro Tunnel is moving Melbourne into the future and transforming our rail network. It will allow us to run more frequent, reliable services, connecting people and places. By taking our busiest train lines through the new tunnel under the city, the Metro Tunnel will free up space in the City Loop to run more trains to and from the suburbs. This will enable over half a million additional passengers per week to travel across Melbourne's train network.

Why work at Metro?
- Work for a multi-award-winning rail operator with rewarding career opportunities that provide you with the support and training to take your career to the next level
- Be part of an inclusive, diverse, and supportive company made up of various backgrounds, cultures, and experiences.
- 14 weeks paid parental leave.
- All eligible Metro employees receive a free Myki Pass that allows free Public Transport in Victoria.
- Access to a wide range of corporate discounts including healthcare, fitness, finance, and more.

About the team

The Operations & Passenger Delivery team at Metro is committed to keeping Melbourne moving by delivering exceptional passenger experience through on-time, reliable, safe and efficient services.

We achieve this through face-to-face interactions by our frontline teams, supported by our safety operations, operational readiness and network performance teams.

About the role

Metro Trains Melbourne’s Passenger Services Team opportunities for customer service-focused individuals to join our team in the role of Station Officer, in a Part-time capacity. In this role, you will play a key role in delivering positive customer experience by assisting passengers with ticketing and travel enquiries.

This role is also crucial in overseeing the safe operation of the stations. You will have a highly visible passenger facing role on station platforms and be the conduit between the station and Station Masters. Your responsibilities will include active platform management, assisting passengers, and reporting high-risk incidents.

This is a permanent part-time role with minimum of 50 hours a fortnight (opportunity for overtime based on operational needs).

Metro will provide full paid training for your accreditation in Cert III - Rail and Customer Service delivered by Metro Academy.

Locations

We have positions vacant at the following stations:

- Arden
- Anzac
- Parkville
- State Library
- Town Hall

Role Responsibilities include but not limited to:

- Provide professional, friendly travel information and assistance to passengers particularly those with special needs
- Respond proactively to passenger complaints, seeking resolutions and escalating when necessary
- Provide ticket office services, including selling tickets for other providers eg: regional and/or interstate
- Ensure automatic ticket equipment is working and reporting faults if required
- Monitor the safety and security of passengers and station, addressing anomalies, and reporting incidents
- Aid ill passengers and communicate with control room as necessary
- Monitor all escalators, lifts, station entry / exit points and passenger flow
- Deliver clear announcements over the public address system and assist with train departures
- Attend and respond to faults such as automatic ticket equipment, escalators, platform screen doors and lifts in line with operational procedures
- Assist and educate passengers in the use of passenger screen doors (if applicable)
- Complete station accounting functions and maintain station cleanliness
- Maintain safety communication with key parties (such as Metrol, Signallers)
- Flexible to work shifts and provide relief for staff requiring breaks
- Perform station opening and closing procedures

About you
- Exceptional customer service skills, including the ability to understand customer needs and respond accordingly
- Can communicate clearly and professionally using safety-critical communications to a range of stakeholders
- Able to work effectively in a diverse team
- Able to demonstrate a safety focus, adhering to occupational, safety and environmental procedures
- Able to operate under demanding situations that may involve crowd control
- Can multitask in a busy and challenging work environment
- Previous experience in industries such as rail and transport is highly regarded but not essential.

You must be available to work on a seven-day rotating roster, including weekend 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. In return we’ll provide you with excellent remuneration and conditions, training and support in an industry with endless opportunities.

How to apply

Start dates commence between Ap

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