Customer Service Officer

Customer Services Officer
– Southern Cross Station

• Full-time Opportunities
• Paid training, including a Certificate 3 in Rail Operations
• Attractive Salary, Extra Day Off PLUS 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.

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
This is an expression of interest only, and we may not have a vacant role at the time you apply. Our team will review your application as roles become available and if we think your skills and experience are a good match, we'll be in touch with you regarding next steps in the process.

As a Customer Services Officer, you are integral to the success of V/Line's Customer Group.

Our Customer Services Officers are the first point of contact for our passengers. This hands-on role will see you selling Mykis, making announcements, coordinating coach activities and de-escalating situations as they arise while making sure that all V/Line passengers are provided with fantastic customer service. You'll need to stay on the lookout for any risks or hazards around the station, ensuring that the station is neatly presented and always well maintained.

Key accountabilities include:

• Assist with ticketing, fare checking, and luggage handling
• Ensure trains are ready for service, from cleanliness to functionality
• Work through service disruptions and emergency situations with calm professionalism
• Manage and report any equipment or facility issues

About You
A true customer service professional, you are punctual, reliable, energetic and your communication skills are second to none. Someone who remains calm under pressure, you enjoy working in an environment where no two days are the same, in a team and company who genuinely care for you and your career development. You'll need to be adaptable to change and develop the ability to not let negative interactions stick with you and maintain emotional resilience and professionalism at all times.

Our ideal candidate will possess the following:

• The ability to work a 24/7 rotating roster
• Strong attention to detail and problem-solving skills
• A valid driver's license
• Completion of Year 10 or equivalent
• Demonstrated experience working and contributing to being part of a team.
• Demonstrated Customer Service Experience in face to face or call-centre environments (Highly regarded)
• Previous experience within an adjacent industry (Air, Rail, Travel etc) will be highly regarded but not necessary.
• Demonstrated alignment with V/Line's values of responsiveness, integrity, impartiality, accountability, respect, leadership and human rights.
• 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.

V/Line are proud to be a part of the Department of Transport & Planning's Yani Bangal Transport and Planning Portfolio First Peoples Careers Strategy We take this opportunity to welcome and encourage applications from First Peoples.

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 line with the V/Line Rail Operations and Administrative Employees Agreement 2023 or Asset Management Enterprise Agreement 2023.