Business Unit:
**Network Control**
- Function:
**Operations**
- Job Code:
**701062**
**Customer Controller**
- Interested in data-driven service delivery?
- Permanent Full-Time Position
- Competitive hourly rate up to $52.6933 + 11.5% super + 20% Leave Loading
- 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**
The **Customer Controller** is real time information-management role requiring great stakeholder engagement and technical communications skills.
This position has become available due to significant business growth and team development.
As part of the **Integrated Operations Centre (IOC)**, you are involved with developing and carrying out end-to-end disruption management plans.
You are part of the team responding to service disruptions, breakdowns, delays, overcrowding, and stranded customers. You contribute to successful operations by:
- Coordinating alternate transport
- Redeploying frontline staff
- Collating crowd-sourced intelligence
- Delivering consistent information to customers
The administrative aspects of this role require exceptional attention to detail and the ability to produce accurate reports within strict timeframes.
You will be collating information, interpreting & evaluating incidents, and providing content, dashboards, and reports.
By its nature, this work is responsive, demanding, and exhilarating, so we'd like you to be focused, resilient, and calm.
**About you**
You are quick-thinking, focused, and results oriented. Our goal is to deliver real-time, accurate updates to stakeholders in an _absolutely_ time-sensitive environment. You have strong capability in **Microsoft Office** (Office 365) and know how to use **Teams** to create content. You have experience with **Sprout Social**, **Whispir**, and content management systems (**CMS**). Your skills might come from any fast-paced, energetic environment, such as transport planning, operational IT support, or an emergency response call centre.
Full training is provided for this role.
You are a confident decision maker and will bring knowledge & skills in:
- Digital & technical literacy
- Lightening-speed, accurate data entry
- Critical thinking & problem solving
- Clear communication, with a focus on continuously improving the user experience
***About the hours**
This full time, permanent position and is an essential and valued part of the team. This position requires **shift work **and you will be expected to work early starts, late finishes, weekends, & public holidays, as part of a regular pattern or **roster cycle**. **Penalty rates** are applied to shift work in accordance with the _V/Line Rail Operations and Administrative Employees Agreement 2023_.
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.
**How to Apply**
The recruitment and selection process may include aptitude assessments, behavioural and/or technical interviews and employment references.
Successful applicants will be required to undergo pre-employment screening including, probity (police) checks, medical assessment, and Australian entitlement to work. Employees of V/Line are required to maintain a valid Working with Children Check Victoria (Employee) for the duration of employment.
- _
- V/Line is an equal-opportunity employer. We are committed to providing an environment of mutual respect and we _welcome applicants from any background_. We value diversity and are continuously working towards creating a flexible and inclusive environment that is representative of the Victorian community._
📌 Customer Controller
🏢 V/Line
📍 Melbourne