Customer Services Manager

**Customer Services Manager - Bendigo**
**Ongoing, Full-Time**
- Join our dynamic workforce, where no day is ever the same
- Contribute to running of essential Victorian services
- Base salary of $122,020, w/ 4 weeks leave & 17.5% leave loading

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 3100 committed team members who are up to the challenge.

**About the role**
As a Customer Services Manager, you will lead frontline Supervisors, Conductors, and Station Staff to ensure a safe environment and the best possible customer service. Your leadership, agility, empathy, and resilience will be key to managing staff performance, resource allocation, and compliance with safety obligations.

**Key accountabilities include**:

- Lead and manage day-to-day customer service operations onboard, at stations, and facilities.
- Provide leadership, coaching, and teamwork development to ensure a competent workforce.
- Manage staff performance, including disciplinary actions, and allocate resources effectively.
- Focus on people management, operational knowledge, line performance, and continuous improvement.
- Ensure compliance with safe working obligations and manage station presentation.
- Maintain open and transparent communications with the Regional Manager and staff.
- Implement Customer Operations strategies aligned with the Corporate Business Plan.
- Manage customer feedback and champion change and modernization projects.
- Build collaborative relationships with external stakeholders and internal teams.
- Oversee scheduled coach operations and manage rail replacement services during disruptions.
- Conduct regular audits and ensure compliance with safety and OH&S policies.

Due to the nature of our operations, this role requires availability seven days a week, from 6 a.m. to 10 p.m.

**About you**
As our next Customer Services Manager, you will thrive in a dynamic and supportive work environment, contributing to the safe and efficient delivery of essential transport services while fostering a culture of inclusion and continuous improvement.
- At least 2 years of experience in an operational managerial role, preferably within the rail or transport industry.
- Proven ability to lead and manage a diverse team, providing coaching, development, and performance management.
- Strong focus on delivering high-quality customer service and improving customer experience.
- Knowledge of safety regulations and compliance, with experience in managing safe working obligations and emergency situations.
- Ideally holds a degree in Leadership, Management, or a related field.
- Desirable certifications include Safe Working qualifications, Certificate III in Rail Customer Service, Assessor Skill Set Training, First Aid, Mental Health First Aid, and Return to Work Coordinator.
- Excellent communication skills, capable of engaging with large teams and various stakeholders.
- Demonstrates empathy towards staff and customers, with the resilience to handle challenging situations.
- Strong analytical and problem-solving skills, with the ability to make creative business decisions.
- Flexible and adaptable, able to manage change and drive modernization projects.
- Demonstrated alignment with V/Line’s values of responsiveness, integrity, impartiality, accountability, respect, leadership and human rights.
- If your skills or experience don’t exactly match our listed requirements, we still encourage you to apply. We value diverse perspectives and believe in the potential for growth and development.

**Why V/Line**

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.

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As an equal opportunity employer, V/Line is committed to creating a diverse, inclusive and respectful workplace and network that reflects the communities we serve. We accept and value the contributions of all our employees regardless of gender, ethnicity, sexual orientation, religion, age or disability. We are also