Officer, Passenger Feedback

Ding Ding Trams are the heartbeat of Melbourne - come be part of our team on the largest and most iconic tram network in the world.

**About this opportunity**

This is a great opportunity for an experienced Passenger Feedback Officer on a 12 month parental leave cover to ensure Yarra Trams meets and exceeds its Franchise commitments in relation to customer feedback. Reporting to the Passenger Feedback Manager, the role involves:

- Investigating and responding to customer feedback cases from Public Transport Victoria (PTV) call centre, Public Transport Ombudsman (PTO) and ministerial offices;
- Ensuring all Ombudsman and PTV advocate response requirements are adhered to;
- Analysing feedback with a view to advising and recommending improvements to other areas of the business that improves customer satisfaction and reduce the potential for risk, negative exposure and escalation;
- Assisting with the preparing of regular and ad hoc reporting as required;
- Ensuring that cases closure KPI’s are met;
- Other tasks as directed by the Passenger Feedback Manager,

**About you Ideally you will have**:

- Proven track record of dispute resolution and complaint management experience in a customer service environment;
- Strong written and verbal communication; Proven case management experience in a fast-paced environment;
- Proven experience in dealing with matters raised by an Ombudsman’s office;
- Experience in liaising with multiple stakeholders; Excellent analytical skills and techniques (including process design);
- Demonstrable ability to identify serious and systemic issues and influence corrective actions by internal departments;
- Strong understanding of the Resolve software;

Applications close: 12 February 2025

**Why Yarra Trams?**

Do you want to be a part of a workplace that is based on respect, promotes diversity, and encourages inclusiveness?
If you choose to work with us, you will be joining a team of passionate professionals dedicated to the delivery and improvement of Melbourne’s biggest icon Additionally, you will receive:

- 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 and paid superannuation 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.

We're all Journey Makers, creating great journeys that connect people and communities across Melbourne.

**Please note**, our selection process will include pre-employment checks, including police check and pre-employment medical check. 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. Additionally all workers are required to be fully vaccinated against COVID-19 (two doses) unless they have a legitimate and lawful exemption. Evidence of your COVID-19 digital vaccination or exemption certificate will be required.