Company overview:
Our client is a successful bus company with a positive culture that believes in a safe workplace and a positive customer experience, while ensuring that team members are well supported and prepared for their roles.
Position:
Network Officers play an integral role in the company's commitment to excellent customer service and ensuring safety is maintained across the bus network. The role works closely with the bus drivers and customers to provide customer service, travel information, revenue protection and conflict resolution. We are seeking candidates who are passionate about customer service and hold a compliance focus to join the team in a permanent full time role.
Work Environment:
The role requires active engagement with the public, often while on the move out on the bus network, as part of a dynamic rotating team schedule. You will work 18 days within a 28-day period on a rotating roster, with minimal weekend work required – approx. one weekend per 28 days. The successful candidate will receive extensive training and support before deployment.
Uniforms, including a body camera for safety and monitoring, will be provided.
Responsibilities:
* Deliver high-quality customer service to customers travelling on the bus network.
* Educate customers about the use of Translink ticketing products.
* Ensure passengers have a valid ticket, Go Card, or Smart Ticketing option for their journey.
* Issue Penalty Infringement Notices and Warning Notices where necessary.
* Maintain a visible presence on board the bus services to promote customer and driver safety.
* Engage in community programs and activities to promote awareness of the bus network and conditions of travel.
* Interact with a diverse range of customers, including school children, and manage various situations requiring quick thinking and assertiveness.
* Complete daily reports on activities, incidents, and any concerns encountered during shifts.
Skills & Attributes:
* Strong communication skills with the ability to build rapport and provide clear information to customers.
* Ability to stay calm and make sound judgments in tense or challenging situations.
* Skilled in conflict resolution with a focus on de-escalation
* Ability to navigate difficult interactions with the public whilst still exercising empathy and compassion when needed.
* Strong teamwork abilities, with the capacity to work collaboratively within a team of four.
* Professional appearance and behaviour, with a courteous and polite demeanour at all times.
* Assertiveness and confidence when ensuring compliance with travel rules and regulations.
* The ability to follow established procedures and policies.
* Capable of working with minimal supervision
* Ability to write reports, documenting activities and incidents.
Requirements for the role:
* Must hold a Queensland Drivers Licence or proof of age card and have Queensland Residency
* Obtain and maintain a Blue Card / Working with Children check
* Provide a clear National Police Check
* Pass a pre-employment full medical clearance
* Complete and pass required psychometric testing
* Hold valid rights to work in Australia
* Be able to work a rotational roster including weekends
* Wear a body camera whilst on shift
* Undertake full authorised officer training, self defence training and First Aid CPR training and maintain these qualifications throughout your employment.
To register your interest in this role please forward your resume and cover letter to Donald McAllister at Zelda Recruitment by clicking the Apply Now button.
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