Customer Services Manager – North East

Job Description

$122,020 p/y plus Super + 17.5 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 As the Customer Services Manager, you are integral to the success of V/Line’s Customer Operations Group. You will work closely with our Customer Service Managers and frontline Customer Service staff to support their performance and provide a seamless experience for our customers. The position will be based out of Shepparton and will require you to oversee and support Service Managers, Conductors, and Station Staff within the North-East region. Key Accountabilities include: Applying leadership, agility, empathy, and resilience to drive a safe and positive culture for our employees and customers. Managing staff performance (including disciplinary) within the area and resource allocation by providing leadership, coaching and teamwork development. Establishing a diverse and inclusive work environment that values customer service, V/Line's values, and performance. Maintaining workplace procedures to ensure compliance with safe working obligations. Ensuring that V/Line's purpose and vision are clearly communicated to staff and that our values are communicated to build an inclusive culture. Managing station presentation, and ensuring cleaning, building, and ground maintenance obligations are carried out. Supporting the Regional Manager to maintain consistent, accurate, open, and transparent communications to the wider Customer Group. Investigating and responding to customer feedback and queries from internal and external stakeholders as requested. Occasional afterhours and weekend work may be required to support our frontline staff during times of need. About you Our ideal candidate will possess the following: Excellent leadership skills in a dynamic environment that requires resilience and flexibility. Comfort in an active role that involves regional travel and supporting a geographically dispersed team; a Victorian Driver's license is essential. Ability to motivate people to thrive in their work, engage with their customers and peers, and perform well, with courage to have difficult conversations about problems and performance. Alignment with V/Line’s values of responsiveness, integrity, impartiality, accountability, respect, leadership, and human rights. 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 recognized for your contribution and creativity. Dynamic environment – Join a fast-paced and exciting organization. Collaborative team – You’ll be part of a supportive team with talented, passionate peers. Flexible working – We support flexible working to help you thrive in your role. How to Apply 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 1800 800 007 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 proudly acknowledge First Peoples of Victoria and 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. Applications close: Thursday 20th February 2025 @ 5pm #J-18808-Ljbffr