Team Manager, Customer Support

2 weeks ago

Melbourne, Australia Yarra Trams Full time

Ding Ding Trams are the heart of Melbourne - join our team and be part of the world’s largest tram network.

**Role Purpose**

Yarra Trams requires the services of an experienced Customer Support Team Manager to maximise Passenger satisfaction, crowd management, safety and increase customer awareness and education of the ticketing system.

This is a great opportunity for a dynamic Team Manager to manage the Customer Service Teams to ensure the provision of crowd management, customer service and public education whilst assisting to improve passenger satisfaction and increase fare box revenue. Reporting to the Passenger Services Manager, the role involves:

- Contributing to the improvement of the customer centricity of the organization, while embedding a customer service culture where all reports “Think like a passenger”;
- Developing and implementing strategies to improve customer satisfaction, and efficiently coordinating the Customer Service Employees
- Providing ongoing coaching, feedback, and support to direct reports
- Monitoring absence and return to work follow-ups
- Ensuring consistency and efficiency across the unit by implementing and monitoring a task observation program and assisting in the development of accredited training
- Fostering a zero-harm culture, with safety at front of mind for all employees

**Skills & Experience**
- Proven track record of line management experience in a transport or other customer service environment
- Passion about customer centricity within organisations
- Experience of empowering staff, influencing behaviour, and delivering through others
- Thorough knowledge of the operational rules, Customer Service Standards and Procedures, personnel policies and practices, conditions of employment and legislation
- Proven success in meeting demanding budgetary and workforce productivity targets
- Strong leadership skills, relationship management skills and the ability to effectively manage and motivate staff
- Focus on service quality, including both safety and customer service:

- Excellent communication, negotiation and persuasion skills
- High level planning, organisation, problem solving and prioritisation skills
- Competent in the use of PC’s, Microsoft Office and other role specific software packages

**Why Yarra Trams?**

At Yarra Trams, we foster a workplace grounded in respect, celebrating diversity and embracing inclusivity. You’ll also enjoy the following benefits:

- A free travel pass for Victoria’s Public Transport Network
- Competitive salary and great conditions
- Professional development
- 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 for primary caregivers

**About Yarra Trams**

Yarra Trams is proudly operated by Yarra Journey Makers, a joint venture between Transdev Australia and John Holland. We work with the Department of Transport and Planning, alongside its transport agencies and operators to provide a fully integrated, sustainable transport service for the people of Melbourne.

Please note, our selection process includes pre-employment checks, such as a police check and a medical assessment. Yarra Trams employees are required to adhere to Yarra Trams Policies and Procedures such as, but not limited to, Health and Safety Policy, Equal Employment Opportunity & Workplace Bullying Policy, Drug and Alcohol Management Program Policy (including drug and alcohol testing programs).

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