Services Officer Annual Leave Relief

Services Officer Annual Leave Relief
Waurn Ponds 700856
Permanent, Full Time

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

About the role

As a member of Customer Operations, the Services Officer – Annual Leave Relief manages the day-to-day operating facilities and customer services activities at the station.

The Services Officer – Annual Leave Relief 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 – Annual Leave Relief is required work covering periods of Annual Leave at various stations to support the operation of the business. 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.

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 
•    Self-manage your time in-between services 
•    Identify and report safety hazards or incidents 
•    Take pride in, and maintain the presentation and cleanliness of the station and its facilities 
•    Ensure safety on and around the station, for customers, colleagues, and yourself
•    Depending on scheduling requirements, you will need to be available to work up to 80km away from your home depot.

About you

You're a dependable team player who thrives in dynamic environments, always ready to adapt and lend a hand. With a strong focus on safety and a passion for delivering exceptional customer service, you bring resilience, flexibility, and a can-do attitude to every shift. Your reliability and commitment make you an asset to any team, especially when the pressure is on and the standards are high.

Our ideal candidate will possess the following:

•    A valid driver’s license and reliable vehicle 
•    Able to work a 24/7 rotating roster
•    Successful completion of Year 10 or equivalent 
•    Ability to work independently and proactively without supervision 
•    Ability to adapt to changing environments  
•    Previous extensive experience in a customer service and operational environment 
•    Confidence using digital tools and handheld device
•    You will need to be available to work up to 80km away from your home depot

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 along the line within the region, up to 80km from your home depot.

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

The selection process may include aptitude assessments, a behavioural interview and a medical risk category 3 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.

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 2023-2028. We take this opportunity to welcome and encourage applications from First Peoples.    

To apply for this or other vacancies, please submit an up-to-date resume, and include a one-page summary outlining how you meet each of the key selection criteria, via the careers website at Internal Opportunities

It is recommended employees notify their current line manager when applying for alternate roles within V/Line.

Applications close: 27th October ‘26

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