Services Manager

Services Manager
Ballarat 700358
Full-Time Secondment till 5.9.27

Reporting to our Customer Services Manager, could you be our next Services Manager?

About the role

As a Service Manager at V/Line, you’ll play a pivotal role in ensuring the smooth and safe operation of our customer service facilities across regional Victoria. Reporting to the Customer Services Manager, you’ll be responsible for leading station teams, managing day-to-day operations, and ensuring a high standard of service delivery and station presentation.

This role is hands-on and dynamic, requiring a strong focus on safety, compliance, and customer experience. You’ll also support operational activities such as rostering, fleet coordination, and incident response, while fostering a positive and productive team culture. In the absence of the Customer Services Manager, you’ll act as the local supervisor, providing leadership and guidance to staff across multiple station locations.

In this role you’ll also be responsible for coordinating staff movements and rostering during safety incidents, so having strong attention to detail will certainly help. This is a full-time, secondment opportunity with rotating shift work, offering the chance to make a real impact on the passenger experience and operational excellence at V/Line.

Key accountabilities include:

•    Manage all staff and customer services facilities and activities, including station presentation and management of station staff to maximise service levels
•    Coordinate coach operations and ensure rail replacement coaches are operated and managed efficiently in times of disruptions
•    Provide strong guidance and mentorship to staff while developing a positive team culture, ensure all local audit surveys and records are carried out timely and maintained up to date

About you

You are a confident and capable leader with a strong understanding of V/Line’s station operations. You thrive in fast-paced environments, are solutions-focused, and bring a collaborative approach to team leadership. Your ability to manage competing priorities, maintain compliance, and deliver exceptional customer service sets you apart.

You’re someone who leads by example, communicates effectively, and is committed to continuous improvement in both people and processes.

To be considered for this role, applicants must address the following key selection criteria within their application, as this forms part of our merit-based recruitment process:

•    Previous experience working V/Line in station grades (e.g., Station Assistant, Customer Service Officer, Service Officer etc.)
•    Familiarity with systems such as Hastus, V/One, and payroll/rostering tools
•    Strong knowledge of rail safety, compliance, and rostering principles
•    Ability to work a 24/7 rotating roster
•    A valid driver’s license and reliable vehicle

This position will be paid in line with the V/Line Rail Operations and Administration Employees Agreement 2023. Services Managers at Warrnambool are paid SM4.

The selection process may include aptitude assessments, a behavioural interview and a medical risk category 2 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.

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: 11th November ‘26

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