Services Officer

Services Officer
Gisborne
Permanent, Part Time

• Paid training, including a Certificate 3 in Rail Customer Service
• Help connect Victorians through safe, reliable and accessible transport
• Attractive hourly rate ($45 p/hr), plus super and 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 2700 committed team members who are up to the challenge.

About the role

As the Services Officer you are integral to the success of V/Line’s Customer Operations Group. Your key responsibilities include delivering outstanding service to V/Line customers and maintaining safety on and around the rail. A key part of your role will be delivering a positive customer experience by selling Myki and V/Line tickets, providing passenger assistance, and making timely platform announcements. You'll help keep the station clean, safe, and inviting, and support operations during service disruptions by coordinating replacement bus services and assisting with safe, efficient train departures. A keen eye for safety and attention to station presentation will be essential.

This is an ongoing part-time role with a 24/7 roster. Depending on scheduling and business needs, you may need to report to and work from various stations along the Gisborne line within 80 km of your Home Depot or residence.

Key accountabilities include:

• Communicate accurate and timely information to customers, ensuring coach replacements are organised where required.
• Ensure safety on and around the station, for customers, colleagues, and yourself.
• Carry out platform and customer service duties as required.
• Complete Myki and V/Net ticket sales and seat reservations.

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.

Previous experience in rail or transport would be ideal. Or, you may have a background in hospitality, retail, supply, manufacturing, care work, or any profession that values safety equally with service.

Our ideal candidate will possess the following:

• Strong verbal & written communication skills
• Ability to adapt to changing environments
• Strong focus on safety culture
• Successful completion of Year 10 (minimum)
• Victorian Driver Licence
• Willingness & ability to travel to other stations, to provide service along the line
• Previous face-to-face customer service experience and a demonstrated commitment to workplace safety

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 TalentSupport@vline.com.au or 1800 800 007 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 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 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. V/Line is also a proud Child Safe employer.

Remuneration for this position will be in line with the V/Line Rail Operations and Administrative Employees Agreement 2023.