Customer Services Manager - North East 1

Job Description

Leadership opportunity at V/Line based at the Wodonga Station Permanent Full-Time opportunity $61.75 p/h plus 4 weeks annual leave + 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, 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. Due to the nature of our operations, this role may require occasional afterhours and weekend work when on call to support our frontline staff during times of need. About you Our ideal candidate will possess the following: Demonstrate excellent leadership skills in an environment that constantly changes and requires resilience and flexibility. You will be comfortable in an active role that involves regional travel and supporting a geographically dispersed team. A Victorian Driver's license is essential. You know how to motivate people to thrive in their work, engage with their customers and peers, and perform well. You aren't afraid to have courageous conversations about problems, performance, and celebrate achievements. You will possess demonstrated alignment with V/Line’s values of responsiveness, integrity, impartiality, accountability, respect, leadership, and human rights. Why V/Line 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 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. 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. Applications close: Thursday 20th February 2025 @ 5pm #J-18808-Ljbffr