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Passenger Service Leader - North

Metro is a multi-award winning organisation and we pride ourselves on our team of honest, high performing professionals who are talented, inclusive and safety focused and who are at the core of our success.  Metro Trains has an opportunity for an ambitious and customer service driven professional to join the Stations & Passenger Service Delivery team as a Passenger Service Leader and play a pivotal part in achieving our customer service objectives. In this role, you will drive a passenger centric culture at your station to ensure passengers experience a world class service with the support of the Group Station Manager. You will also be responsible for developing and leading a team of energetic and engaged frontline station staff, to deliver the highest standard of passenger experience and safety for Metro Trains Melbourne (MTM) passengers and wellbeing for our people.
Your main responsibilities will include:

Reviewing and driving your frontline team’s performance and contribution in line with MTMs goals, strategy and values
Contributing to the ongoing success of the Passenger Experience Safety Improvement Program through adherence to all safety programs and standards and the management of ill workers in collaboration with the MTM Health and Injury Coordinators
Maximising performance by providing effective formal and informal feedback as well as managing all performance and conduct related matters
Ensure station staff understand their roles and that they are provided with the necessary resources to operate effectively and efficiently to deliver a consistently high standard of customer service
Escalation and proactive management of significant customer and operational issues by working across a variety of shifts on a rotating roster
Ensure customer complaints are managed in accordance with MTM’s customer experience policies and procedures

To be considered for this role you need experience in:

Demonstrated experience in the management of large teams or a proven record of successful management of diverse staff resources in a dynamic operating environment
Knowledge of Personnel Policies and Practices, Awards, WHS and EEO Legislation.
Experience in setting business goals and implementing appropriate programs
Demonstrated experience in administration of key business functions including safety management, financial management, and operations management
Experience in working within industrialised workplace environments with case management and investigation experience

Join a dedicated team who make coming to work enjoyable. We provide you with the support and development you need to further your career as well as excellent terms, conditions and benefits. If this sounds like you please apply online, applications close by the 16th of June 2019. Metro Trains is an equal opportunity employer and embraces diversity. We encourage all interested applicants to apply but please note only applications with the right to live and work in Australia will be considered for this position.

More information on this Job

ID: 15660856 - Save Job
Category: Jobs : Transport Jobs
Employer Info:
Passenger Service Leader - North Metro Trains


Metro Trains


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