Customer Services Manager

Customer Services Manager – North-East

• Join a strong culture within regional Victoria
• No previous rail experience required
• 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
As the Customer Services Manager – North-East, you are integral to the success of V/Line's Customer Group. In this role you can be based anywhere from Seymour to Shepparton.

In this role, you'll be responsible for overseeing people management, ensuring rostering and compliance standards are upheld, and maintaining station quality across the North-East Region. You'll initially supervise up to 20 direct reports, with that number expected to grow as the region continues to expand. The position involves travel between both staffed and unstaffed stations along the line. If you're energised by a strong workplace culture and enjoy working within a collaborative management team, we'd love to connect with you.

Key accountabilities include:

• Focus on people management, line performance, continuous improvement, customer and staff safety and ways to improve and modernise the overall experience for staff and customers.
• Manage V/Line operations to ensure day to day services are managed effectively and efficiently
• Monitor and manage staff overtime and absenteeism, making creative business decisions around shift coverage whilst working towards achieving regional budget allocations
• Build collaborative relationships with external stakeholders including Government, local councils, community organisations and special interest groups
• Manage CCTV footage capturing at some stations as required
• Conduct Risk Assessments

About You
With a strong foundation in operational leadership, you bring a heartfelt passion for people development and flourish in dynamic environments. Your adaptability and intuitive approach are complemented by a warm, can-do attitude. As a hands-on collaborator, you navigate choices with clarity and empathy, recognize the value of KPIs, and consistently take initiative. You're a natural communicator with keen situational awareness, motivated by a desire to make meaningful progress and support those around you. Independent and resourceful, you're a self-starter who's not afraid to make things happen and thrives on turning ideas into action

Our ideal candidate will possess the following:

• Proven Operational Leadership experience
• KPI Management
• Change management experience
• Budget management exposure
• Strong management skills
• Communication and ability to communicate with large teams and stakeholders
• Safey focus
• 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.
• Demonstrated alignment with V/Line's values of responsiveness, integrity, impartiality, accountability, respect, leadership and human rights.

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 line with the V/Line Rail Operations and Administrative Employees Agreement 2023