Services Officer

**Job Brief**:
The current incumbent is on long term sick leave and may not return to the role. There is a potential for the role to go permanent.
- Business Unit:
**Wendouree Customer**
- Function:
**Operations**
- Job Code:
**700821**

Senior Services Officer - Wendouree
- Help connect Victorians through safe, reliable and accessible transport
- Gain a CERT 3 in Rail Customer Operations
- $26 - $45 per hour, plus penalties & free myki

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.

Your role as a Senior Services Officer will be primarily based out of the Wendouree Station. Your main duties will involve providing top-notch service to customers on V/Line services and ensuring safety on and around the rail.

Your responsibilities will include selling Myki and V/Net tickets, making platform announcements, assisting passengers, and maintaining the cleanliness of the station and its facilities.

This is a full-time, 6 month fixed term position with a rotating schedule that assists in covering absences and staff shortages. The schedule includes early morning starts (4:30 am) and late evening finishes (2 am).

Depending on scheduling and business needs, you may be required to sign on and work at various stations along the Ballarat line within 80km of your Home Depot or place of residence.

In this work, you will:

- Gain a Certificate 3 in Rail Customer Operations.
- Communicate accurate and timely information to customers, ensuring coach replacements are organised where required.
- Complete ticket sales, cash handling and seat reservations.
- Balance the till.
- Identify and report safety hazards or incidents.
- Take pride in, and maintain the presentation and cleanliness of the station (including cleaning the toilets) and other station facilities.
- Ensure safety on and around the station, for customers, colleagues, and yourself
- Complete train safe working duties

This is a 6 month fixed term role with a rotating roster that includes early starts, late finishes, weekends, & public holidays.

About you

As our next Services Officer, we are seeking self-motivated individuals who prioritise customer service and safety.
- Alignment to V/Lines core values of Responsiveness, Integrity, Impartiality, Accountability, Respect, Leadership and Human Rights
- A valid driver’s license and reliable vehicle
- Successful completion of year 10
- Ability to work independently and proactively without supervision
- Ability to adapt to changing environments
- Previous extensive experience in a customer service and operational environment
- Strong verbal and written communication, and problem-solving skills
- Strong safety culture and willingness to adhere to the company values

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.

What we offer

You will gain a Cert 2 in Customer Rail Operations across 3-4 weeks, and then have an additional 2-3 weeks completing On-The-Job training. Whilst completing both of those, you will be on a Trainee Staff rate ($26.94 + super). Once qualified your rate will be as Services Officer ($45.49), plus loadings & penalty rates, in accordance with the current V/Line Rail Operations and Administrative Employees Agreement 2024.

This is a Medical Category 2 position.

The selection process may include aptitude assessments, a behavioural event interview and a medical check.

V/Line is an equal opportunity employer. We are committed to providing an environment of mutual respect and we welcome applicants from any background. We value diversity and are continuously working towards creating a flexible and inclusive environment that is representative of the Victorian community. #LI-DNI