Services Manager

Business Unit:
**Traralgon Customer**
- Function:
**Operations**
- Job Code:
**700380**

**_Services Manager - Traralgon_**
- V/Line Customer Service Management opportunity
- Fantastic team culture & career opportunities
- ** $105,460 + super + 5 weeks leave + 20% leave loading**

V/Line is experiencing significant growth and we’re delivering more services, more trains, cheaper fares, and huge projects. With more than 3700 weekly train and coach services, an expansive freight network and unprecedented rail investment, millions of Victorians depend on us to deliver. You could be one of our 3000 committed team members who are up to the challenge.

**_ About the role_**

As a Services Manager, you play a crucial role in the success of V/Line’s Customer Operations Group. You are responsible for managing customer service facilities and activities at the station, promptly addressing any service shortfalls to ensure the best possible train services for V/Line passengers. This role emphasizes human resource management, customer and staff safety, and continuously improving the overall station experience for the traveling public. Additionally, the position requires working on a rotating shift roster including weekends and Public Holidays.
- Key Accountabilities include:_
- ** Manage** all staff and customer services facilities and activities, including station presentation.
- ** Coordinate coach operations and ensure rail replacement coaches** are operated and managed efficiently in times of disruptions.
- ** Develop and maintain Station Staff & Conductors rosters** in adherence with awards and Enterprise Agreement, ensure monitoring and recording of staff over time and absenteeism at all Eastern Regional Stations.
- Provide **strong guidance** and mentorship to staff while developing a positive team culture, ensure all local audit surveys and records are carried out in a timely manner.
- ** Coaching, monitoring, supervision** of direct reports and team members to ensure they have the skills and knowledge to perform their role to be compliant with rail safety including Safe Working activities.
- Daily **supervision** of staff to ensure staff are performing their duties to a high standard.
- Strong **leadership** and **mentoring** ability, demonstrated through previous leadership roles.
- Strong organisational skills and ability to manage multiple tasks at once.
- Experience with **rostering** and working in line with an Enterprise Agreement.
- Demonstrated **conflict resolution** and **resilience.**
- Strong working **safety** culture.
- Demonstrated alignment to V/Line’s values of responsiveness, integrity, impartiality, accountability, respect, leadership and human rights.
- 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._

**_ How to Apply_**

The recruitment and selection process may include aptitude assessments, behavioural and/or technical interviews and employment references.

Successful applicants will be required to undergo pre-employment screening including, probity (police) checks, medical assessment, and Australian entitlement to work. Employees of V/Line are required to maintain a valid Working with Children Check Victoria (Employee) for the duration of employment.
- Remuneration for this position will be in line with the V/Line Rail Operations and Administrative Employees Agreement 2023._
- 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._