Customer Information Officer

Job Type: Temporary

Location: Tallawong

Job Category: Call Centre and Customer Service

About
About Metro Trains Sydney (MTS)
MTS are the proud operators and maintainers of the M1 Northwest and Bankstown Line with the new City section now operational. We run a fully automated passenger railway – an Australian first. We connect our customers to opportunities that matter to them while delivering the next generation of rail travel to Sydney. With global expertise, we manage 51.5km of track and 21 stations, with a planned expansion into southwest Sydney.

Job Description
We have an opportunity for an energetic and driven
Customer Information Officer (CIO)
, with a strong communications and customer-focus skillset, to work within our Operational Control Centre (OCC) team, acting as the 'voice' of M1 Metro. We place the customer at the centre of everything we do and this strategic role will work to ensure customers travelling on the Metro receive updated audio and visual service information in real time.

Reporting to our Head of Customer Strategy, the CIO will work with MTS' Operations & Customer Experience team to deliver timely and accurate travel information to customers; with communications being delivered via multiple channels for Metro, using network platforms and social media.

This is a
6-month fixed term contract
opportunity working on a rotating roster including day and afternoon shifts from Monday – Sunday.

Rostered Shifts Are As Follows
Monday – Friday: 6am – 2pm OR 1pm – 9pm

Weekends (Saturday and Sunday): 9am -5pm

Consecutive rostered days vary from 2 days – 8 days on and 2 days – 6 days off.

Rosters may vary due to operational requirements and during special events.

This role is based on-site at our offices in Tallawong and is covered by the Rail Industry Award. Penalties and allowances apply.

Desired Skills And Experience
In this role you will:
Work with a variety of internal and external stakeholders to deliver real-time travel information to customers travelling on the M1 Metro North-West & Bankstown Line with agility, accuracy and a customer-focus.

Write, manage and deliver customer communication regarding potential travel delays, service changes, trackwork and incidents on the Metro through public announcements, service alert messaging on indicator boards and on social media.

Manage, investigate and respond to customer and stakeholder feedback through CRM and social media platforms.

Support customer campaigns and on-mode signage development, as required.

About You
You are pro-active and passionate about delivering accurate and real-time scripted messaging information enhancing the customer experience. Coupled with strong verbal and written communication skills, you are savvy with social media platforms and have a creative ability to script communication messages quickly and accurately. You will also have demonstrated ability to build strong stakeholder relationships and navigate fast-paced and complex environments to turn operational jargon into customer-friendly messaging quickly and accurately.

What's On Offer
We are offering a
6-month fixed term contract opportunity
with access to a wide range of benefits and much more.

We are delivering the future of train travel, today – and it all starts with our people. We are looking for positive mindsets with an 'anything-is-possible' approach. The MTS team is building an innovative team to exceed expectations for public transport.

Bring your energy and enthusiasm to MTS if you are inspired by the prospect of working in a fast-paced, future focused environment and have a can-do attitude - Let's talk

Apply Today
MTS are an equal employment opportunity employer. We are committed to an inclusive workforce and welcome applications from candidates with culturally diverse backgrounds, people with disabilities, and people of Aboriginal and Torres Strait Islander descent.