Customer Services Manager

Customer Services Manager – Southern Cross Station

Full-Time, Secondment until 25 September 2026

• Join our dynamic workforce, where no day is ever the same
• Contribute to the running of essential Victorian services

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.

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 3100 committed team members who are up to the challenge.

About the role

As a Customer Services Manager, you will lead frontline Supervisors, Conductors, and Station Staff to ensure a safe environment and the best possible customer service. Your leadership, agility, empathy, and resilience will be key to managing staff performance, resource allocation, and compliance with safety obligations.

Key accountabilities include:

• Lead and manage day-to-day customer service operations onboard, at stations, and facilities.
• Provide leadership, coaching, and teamwork development to ensure a competent workforce.
• Manage staff performance, including disciplinary actions, and allocate resources effectively.
• Focus on people management, operational knowledge, line performance, and continuous improvement.
• Ensure compliance with safe working obligations and manage station presentation.
• Maintain open and transparent communications with the Regional Manager and staff.
• Implement Customer Operations strategies aligned with the Corporate Business Plan.
• Manage customer feedback and champion change and modernization projects.
• Build collaborative relationships with external stakeholders and internal teams.
• Oversee scheduled coach operations and manage rail replacement services during disruptions.
• Conduct regular audits and ensure compliance with safety and OH&S policies.

Due to the nature of our operations, this role requires availability seven days a week, from 6 a.m. to 10 p.m.

About you

As our next Customer Services Manager, you will thrive in a dynamic and supportive work environment, contributing to the safe and efficient delivery of essential transport services while fostering a culture of inclusion and continuous improvement.

Our ideal candidate will possess the following:

Professional Experience and Skills:

• Operational Management: At least 2 years of experience in an operational managerial role, preferably within the rail or transport industry.
• Leadership: Proven ability to lead and manage a diverse team, providing coaching, development, and performance management.
• Customer Service Excellence: Strong focus on delivering high-quality customer service and improving customer experience.
• Safety and Compliance: Knowledge of safety regulations and compliance, with experience in managing safe working obligations and emergency situations.

Educational Background:

• Tertiary Qualifications: Ideally holds a degree in Leadership, Management, or a related field.
• Certifications: Desirable certifications include Safe Working qualifications, Certificate III in Rail Customer Service, Assessor Skill Set Training, First Aid, Mental Health First Aid, and Return to Work Coordinator.

Personal Attributes:

• Communication Skills: Excellent communication skills, capable of engaging with large teams and various stakeholders.
• Empathy and Resilience: Demonstrates empathy towards staff and customers, with the resilience to handle challenging situations.
• Problem-Solving: Strong analytical and problem-solving skills, with the ability to make creative business decisions.
• Adaptability: Flexible and adaptable, able to manage change and drive modernization projects.
• Demonstrated alignment with V/Line's values of responsiveness, integrity, impartiality, accountability, respect, leadership and human rights.
• If your skills or experience don't exactly match our listed requirements, we still encourage you to apply. We value diverse perspectives and believe in the potential for growth and development.

Why V/Line

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.

We are committed to ensuring a comfortable and accessible recruitment experience. If you need any adjustments or have specific accessibility requirements at any stage of the process, please contact our Talent team at or for confidential support.

As an equal opportunity employer, V/Line is committed to creating a diverse, inclusive and respectful workplace and network that reflects the communities we serve. We accept and value the contributions of all our employees regardless of gender, ethnicity, sexual orientation, religion, age or disability. We are also proud to be endorsed by Work 180 as a great place for women to work, second year in a row.

We proudly acknowledge First Peoples of Victoria. We acknowledge their ongoing strength in practicing the world's oldest living culture. We acknowledge the Traditional Owners' lands, waters, and skies on which we live and pay respects to their Elders past and present.

At V/Line, safety is our priority. Successful applicants will undergo relevant pre-employment and medical checks to meet our safeworking standards.

Remuneration for this position will be in accordance with the V/Line Rail Operations and Administrative Employees Agreement 2023. Additionally, you will receive 5 weeks of annual leave, with a 20% leave loading and 11.5% superannuation.

Applications close: Monday the 8th of October, 2025