**Job Description**
About The Role: As a Customer Services Manager, you will lead frontline Supervisors, Conductors, and Station Staff to ensure a safe environment and the best possible customer service. Your leadership, agility, empathy, and resilience will be key to managing staff performance, resource allocation, and compliance with safety obligations.
* Lead and manage day-to-day customer service operations onboard, at stations, and facilities.
* Provide leadership, coaching, and teamwork development to ensure a competent workforce.
* Manage staff performance, including disciplinary actions, and allocate resources effectively.
* Focus on people management, operational knowledge, line performance, and continuous improvement.
* Ensure compliance with safe working obligations and manage station presentation.
* Maintain open and transparent communications with the Regional Manager and staff.
* Implement Customer Operations strategies aligned with the Corporate Business Plan.
* Manage customer feedback and champion change and modernization projects.
* Build collaborative relationships with external stakeholders and internal teams.
* Oversee scheduled coach operations and manage rail replacement services during disruptions.
* Conduct regular audits and ensure compliance with safety and OH&S policies.
Due to the nature of our operations, this role requires availability seven days a week, from 6 a.m. to 10 p.m.
About You: As our next Customer Services Manager, you will thrive in a dynamic and supportive work environment, contributing to the safe and efficient delivery of essential transport services while fostering a culture of inclusion and continuous improvement.
* At least 2 years of experience in an operational managerial role, preferably within the rail or transport industry.
* Proven ability to lead and manage a diverse team, providing coaching, development, and performance management.
* Strong focus on delivering high-quality customer service and improving customer experience.
* Knowledge of safety regulations and compliance, with experience in managing safe working obligations and emergency situations.
* Ideally holds a degree in Leadership, Management, or a related field.
* Desirable certifications include Safe Working qualifications, Certificate III in Rail Customer Service, Assessor Skill Set Training, First Aid, Mental Health First Aid, and Return to Work Coordinator.
* Excellent communication skills, capable of engaging with large teams and various stakeholders.
* Demonstrates empathy towards staff and customers, with the resilience to handle challenging situations.
* Strong analytical and problem-solving skills, with the ability to make creative business decisions.
* Flexible and adaptable, able to manage change and drive modernization projects.
* Demonstrated alignment with V/Line's values of responsiveness, integrity, impartiality, accountability, respect, leadership, and human rights.
Benefits: In addition to free myki travel, we offer community impact, huge potential, a dynamic environment, a collaborative team, flexible working, and more.
We Are Committed To Diversity And Inclusion:
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.
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