Team Manager, Customer Support

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.

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**

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

**About you**

Ideally you will have:

- 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?**

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**

Our passengers, community, people, and operations are the four foundational pillars of our organisation, which help us to continuously improve and deliver safer, better, and more efficient tram services across Melbourne.

As the proud operator of the world's largest tram network and integral part of Melbourne's transport network, Keolis Downer is committed to moving Melbourne forward by delivering solutions for better tram journeys.

**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.