Services Officer OTR

Services Officer OTR
Geelong 703431
Full Time, Permanent

Reporting to our Customer Services Manager, could you be our next Services Officer OTR (Overtime Reduction)?

As a member of the Customer Department, the Services Officer – Overtime Reduction manages the day-to-day operating facilities and customer services activities at the station. The Services Officer – Overtime Reduction is required to maintain the delivery of service to customers ensuring the provision of best possible train and coach services to V/Line’s passengers.

The Service Officer – Overtime Reduction is required to cover periods of Overtime to support the operational requirements of V/Line. This requires flexibility to work at locations requiring support.

The role is required to work shift work, weekends and public holidays and to wear and maintain a V/Line Uniform including Personal Protective Equipment. As well as performing duties specified in this position description you will also be required to perform duties from time to time as directed by management.

About the role

Our 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 well always maintained (including cleaning toilets and washing windows).

Key accountabilities include:

•    Communicate accurate and timely information to customers about V/Line services and other forms of public transportation
•    Undertake ticket sales, and seat reservations, maintain ticket stock and manage daily bank deposits. 
•    Inform customers of service alternations/disruptions. 
•    Ensure that cash is properly secured at all times in accordance with procedures. 
•    Reconcile VNet, Myki and EFTPOS machines. 
•    Adhering to roster requirements as determined by management.  
•    Assist management with rostering & replacement staff when required. 
•    Ensure the station is opened and closed in accordance with operational and security 
procedures. 
•    Communicate accurate and timely information on services and facilities at the station, including PIDS and remote PA systems at unmanned locations if relevant. 
•    Organise and coordinate coaches during special events and service disruptions. 
•    Undertake signalling and safe working duties as per location specific and accordance with procedures and safe working  
•    Perform reserve conductor duties on an ad hoc basis as per location specific (where 
appropriately trained)
•    Depending on scheduling requirements, you will need to be available to work up to 80km away from your home depot.

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 always 
maintain emotional resilience and professionalism.

Our ideal candidate will possess the following:

•    The ability to work a 24/7 rotating roster
•    Strong attention to detail and problem-solving skills
•    Completion of Year 10 or equivalent.

To be considered for entry into the selection process for this role, applicants must meet the following ‘key selection criteria’, which forms part of our merit-based recruitment process. Applicants are required to include a one-page summary with their application outlining how they meet each of the key selection criteria.

1.    Demonstrated face-to-face customer service experience.
2.    Live within an acceptable distance from the station to support safety and effective fatigue management (circa 40km).
3.    Have the ability to exert up to 23kg of force on occasion (e.g. lifting items up to 10kg, squatting and/or bending, standing for extended periods). 
4.    Valid Driver’s Licence.
5.    The ability to work a 24/7 rotating roster.
6.    Willingness and ability to travel to other stations, to provide service along the line

This position will be paid in line with the V/Line Rail Operations and Administration Employees Agreement 2023 

The selection process will include aptitude assessments, a behavioural interview, and a medical risk category 3 + muscular skeletal check. It is expected that all employees complete at least 12 months of continuous service in their current position before making an application for an alternate role. Employees who are in their probationary period at the time of application are ineligible to apply.

It is expected that all employees complete at least 12 months of continuous service in their current position before making an application for an alternate role. Employees who are in their probationary period at the time of application are ineligible to apply.

Initial enquiries can be made to Scott Payne, Talent Acquisition Business Partner on scott.payne@vline.com.au. 

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 were also named a Work 180 endorsed employer for the second year in a row – meaning, we are committed to creating a great workplace for women.

We are committed to providing a comfortable and accessible recruitment experience. If you need any adjustments or have specific accessibility requirements at any stage, please contact the Talent Acquisition Business Partner mentioned above, or email TalentSupport@vline.com.au for confidential support.

To apply for this or other vacancies, please submit an up-to-date resume via the internal careers website at Internal Opportunities

It is recommended that you speak to your current manager about this and other potential roles prior to applying to ensure your next role is in line with your development goals.

Applications close: Thursday 1st October '26 @ 5pm

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