Passenger Relations Coordinator

**Location**: Melbourne, VIC, AU

**Company**:metrotrain

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. 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.

**Position Purpose Statement**

Reporting to the Case Management Lead, you will be working within a high performing team providing efficient, effective and professional complaint resolution service. As a Passenger Relations Coordinator, you will process and investigate all feedback cases, liaise with customers and internal stakeholders to resolve all matters arising from customer feedback. You will assist in the identification of issue trends and suggestions to management for associated process improvements.

**About the Role**

Some of the duties and responsibilities include but not limited to:

- Respond on Ministerial, government and Public Transport Industry Ombudsman queries as required.
- Take ownership of all assigned customer contacts and follow up and action all customer feedback within agreed timeframes and prioritise according to level of urgency.
- Provide a level of customer service that demonstrates that MTM is committed to resolving all customer feedback, restoring customer confidence and ensuring appropriate follow up actions have taken place.
- Meet and exceed weekly individual and team targets for cases closed, telephone resolutions and internal/external escalations.
- Assist with identification and reporting of trends in customer concerns with potential implications, informing station/relevant department staff as required.
- Assist management with the ongoing development and creation of initiatives and process improvements to improve the handling of customer feedback.

**About Us**

Our aim is to promote work/life balance, allow members to bring their unique selves to work and be truly focused on a common goal which is to provide a world-class railway service. Furthermore, you will work in a highly supportive team environment that empowers you to make decisions, values your ideas and contributions, and encourages career development.

At Metro we believe that inclusion is the achievement of a work environment, in which all individuals are treated fairly and respectfully, have equal access to opportunities and resources, and can contribute fully to our success. We place a significant focus on increasing women in our workforce and have made substantial efforts to increase the number of women in train driving, engineering and senior leadership roles. We also have our commitment to social inclusion employment for people from under-represented groups and those facing barriers to employment.

**What's in it for You?**
- Metro supports work/life balance and understands that there is more to life than work. We provide opportunities to work from home as agreed with your line manager aligned with achieving required business outcomes and MTM Flexible Work policy
- All Metro employees receive a free** **Myki Pass that allows **free Public Transport **in Victoria
- Have a significant impact on improving current processes and initiatives
- Work with a supportive, down to earth team of individuals from varying backgrounds and experiences
- Access to a wide range of Corporate discounts

To be successful in this role, you will be utilising your previous experience in providing excellent customer service.

We are looking for someone:

- **Who is a team player - **You are able to recognise the different skillsets of your colleagues and work as an overall team.****:

- **Has proven experience within dispute resolution -** You are able to demonstrate excellent knowledge in providing end-to-end customer dispute solutions. Particularly experience dealing with Ombudsman complaints.
- **Enjoy a varied role -** You thrive on a busy working environment and coordinating a variety of daily tasks.
- **Have a customer first attitude -** You provide exceptional service to all customers and stakeholders and have a customer first attitude whilst aligning with the company policies and values.

At Metro, we know that at the heart of our Network are our people. As a Metro employee, the following benefits will be available to you:

- Free Public Transport (MyKi Card)
- Supportive team environment and Work/ Life balance
- Various wellness initiatives
- Competitive Salary Package and incentives

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

If what you’ve read resonates with your values, expe