Operations control centre services officer

• 12% Superannuation
• Salary Packaging (includes salary sacrificing additional superannuation and novated car leasing)
• Education and learning opportunities
• Employee Assistance Program (for employees and immediate family)
• Reward & Recognition (includes years of service, employee of the year, informal recognition)
• Health & Wellness Programs (includes team challenges, Fitness Passport)
• Flexible work options (including Paid Parental and Adoptive Leave)
• Onsite parking
• Enjoy a great work life balance on the Gold Coast

The Operations Control Centre (OCC) Services Officer will provide real time support to the OCC and G:link customers, delivering a positive experience through timely and reliable customer information and response to queries. The role offers critical real‐time assistance to customers, field staff and the OCC.

• Collection and processing of all CCTV requests
• Complete performance and reporting data entry
• After initial roster release, manage all live rostering needs/changes to the published roster (OCC, LRVO and Customer service rosters)
• Process fortnightly Operations teams time sheets for payroll processing as requested by the Scheduling and Events Coordinator
• Manage the depot access gate when reception is not occupied
• Provide information to passengers via the Public Address System, Passenger Information Displays and Website
• Provide updates to staff and customers during disruptions
• Order buses during unplanned disruptions
• Respond to customer feedback received from station help points, in writing and via phone calls
• Maintain up to date data entry of information pertaining to customer feedback/queries, daily logs and registers
• Redeploy Customer Service and Security staff during service disruptions or local events
• Conduct regular station security checks via CCTV
• Log defects on the GCLR system
• Manage lost property handling process, ensuring items are logged and securely stored
• Meet specific KPIs relating to disruption notifications, EHP response times, complaint response times, reporting KPIs in relation to station cleanliness, EHP availability, and defects
• Work as a team with the OCC, liaise with Queensland Police Service to assist Customer Service Officers with revenue protection duties, and internall liaison via radio communication to the team where necessary
• Demonstrate basic technical aptitude and capability to carry out technical operations – able to utilise IT programs such as CCTV and Microsoft suite, as well as an ability to learn specialised software programs

• Excellent team ethos
• Fluent in English with excellent written and verbal communication skills
• Highly self‐motivated team player with sound organisational skills and ability to build positive rapport with team members
• Customer‐focused and contribute to the overall customer experience and expectations of a safe and efficient transport solution
• Capable of working well as part of a team and autonomously
• Willing to work across a 7‐day rotating roster including nights
• Able to sit at a desk in a closed environment in the OCC for the entire shift

As part of the recruitment process, pre‐employment checks include a National Police Certificate and Rail Safety Worker Pre‐employment Medical. Successful candidates will be required to provide a National Police Certificate when requested throughout employment and maintain their Rail Safety Medical status.

Keolis is committed to creating a workplace that builds respect, promotes diversity and encourages inclusiveness.