Customer Services Manager - North East

Job Description

Unique leadership opportunity based in Wodonga Opportunity to influence the region and drive positive experiences for our customers. 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 As a Customer Services Manager , you are integral to the success of V/Line’s Customer Operations Group within the North East. You will work closely with other Customer Service Managers and frontline Customer Service staff to support the wider teams' performance. This role is crucial to ensure V/Line is providing a seamless customer service experience to our passengers and rail users. This is a people management role. It is the Customer Services Manager's responsibility to apply leadership, agility, empathy, and resilience to drive a safe and positive culture for our employees and customers. Key Accountabilities include: Managing staff performance and resource allocation by providing leadership, coaching, and developing a positive team culture. Establishing a diverse and inclusive work environment that values customer service, V/Line's values, and staff 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 upheld to build an inclusive culture. Managing station presentation including 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 after-hours and weekend work when on call to support our frontline staff during times of need. The position will be based in Wodonga and require you to oversee and support Service Managers, Conductors, and Station Staff within the North-East region. About you You are a customer service professional with considerable experience in hands-on, customer-focused roles. You have led teams and managed staff to achieve their best while maintaining defined standards and performance goals . You lead by example and have experience coaching and mentoring staff to find innovative solutions to everyday and unexpected problems. It is your demonstrated people leadership skills that make you most suitable for this role. Prior rail experience is not necessary. Hands-on, frontline customer service leadership experience will be prioritized. You have confident stakeholder engagement skills , with experience developing and maintaining industry, government, and community partnerships that deliver exceptional customer experiences. Our ideal candidate will have: Significant experience in front-line roles providing exceptional customer service to the public. Demonstrated people leadership experience within a hands-on customer service role. Performance-driven mindset and ability to self-manage tasks with little or no guidance. Willingness to take on an active role that involves regional travel and supporting a geographically dispersed team. As such, a Victorian Driver's license is essential. Ability to problem solve and find innovative solutions. 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. What we can offer 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, recognized for your contribution and creativity. Dynamic environment – V/Line operates in a constantly changing space. Join a fast-paced and exciting organization. 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. This position is paid in accordance with the V/Line Rail Operations and Administrative Employees Agreement 2023 and will be paid at $61.75 p/h plus super. This is a permanent, full-time opportunity with 4-weeks annual leave, superannuation, and free Myki for metro & regional travel. Apply Now For more information about this opportunity and to discuss salary or get a copy of the Position Description, please email The recruitment and selection process may include aptitude assessments, behavioral and/or technical interviews, and employment references. 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. Recruitment Process This role is a Medical Category 3 position. At V/Line, safety is our priority. Successful applicants will undergo relevant pre-employment and medical checks to meet our safe working standards. In addition, employees of V/Line are required to maintain a valid Working with Children Check Victoria (Employee) for the duration of employment. If you are successful in obtaining an interview we expect this will commence from the week in late March or early April. Applications close: 11:59pm on Thursday, 20th March . 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. #J-18808-Ljbffr