Services Officer
* Based in Traralgon
* Permanent Fulltime
* Paid in accordance with EA Operations; 5 weeks Annual Leave + 20% loading and EDOs
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 3100 committed team members who are up to the challenge.
About the role
The Services Officer – Traralgon is a permanent, full-time position.
In this role you will give the best possible service delivery to customers travelling on V/Line services while supporting safety on and around the rail. Your responsibilities will include selling Myki and V/Net tickets, making platform announcements, assisting passengers, and maintaining the cleanliness of the station and its facilities.
This is a Services Offer SO3 position. Therefore, this role will include some safe-working responsibilities and is a Risk Category 1 role.
Key accountabilities include:
* Undertake ticket sales, and seat reservations, maintain ticket stock and manage daily bank deposits
* Ensure the station is opened and closed in accordance with operational and security procedures
* Organise and coordinate coaches during special events and service disruptions
* Ensure station presentation is maintained in accordance with internal and external cleaning standards
* Operation of CCTV in accordance with internal operating procedures
* Provide ticketing/fare information, education and assistance to customers.
About you
Having previous experience in face-to-face customer service and an operational environment is an advantage, as is demonstrating good situational awareness and prioritising safety in the workplace.
Knowledge in rostering that aligns with an enterprise agreement can be beneficial, but it is not a requirement.
Experience in rail, transport, hospitality, retail, supply, manufacturing, care work, or any profession valuing good customer service with a focus on safety.
Our ideal candidate will possess the following:
* Prior experience in a front-facing customer service role
* Successful completion of Year 10 (minimum).
* Victorian Driver Licence.
* Willingness & ability to travel to other stations, to provide service along the line.
* Availability for shift work & overtime.
* Demonstrated commitment to workplace safety.
* Strong verbal & written communication skills.
Importantly you align to V/Line's core values of Responsiveness, Integrity, Impartiality, Accountability, Respect, Leadership, and Human Rights.
If your skills or experience don't exactly match our listed requirements, we still encourage you to apply. We value diverse perspectives and believe in the potential for growth and development.
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:
* Demonstrated face to face customer service knowledge and experience
* Able and willing to commit to a weekly rotating roster across 24/7 shifts.
* Must live within 80km of the station
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 or 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 are also proud to be endorsed by Work 180 as a great place for women to work, second year in a row.
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 safe working standards.
Remuneration for this position will be in line with the V/Line Rail Operations and Administrative Employees Agreement 2023 or Asset Management Enterprise Agreement 2023.