Metro Trains Australia is a consortium of rail and construction businesses. We go beyond just operating a rail network; we are a committed community partner in enhancing the liveable and connected Australia. We shape and invest in communities through innovative solutions for an improved customer experience, a digital future, and new opportunities in education, training, and job creation. We remain committed to advancing the scope and performance of transport in Australia.
The Rail Industry Worker (RIW) Program provides a single online competency management system for Australian rail workers, designed to establish a cohesive, national approach to competency management, allowing access and portability for rail workers across each state network. In addition, it is designed to meet regulatory requirements and complies with national rail safety law.
- This position is offered on a fulltime basis at our Docklands Head office, MTA offer Hybrid working
- Reflective salary range is $110,000 - $130,000 TFR – Inc. Super.
- Applications for this role will close Tuesday 30th Aug 2022
The Position
Ensure that the Service Desk provides support, including business services, scripts, escalations and performing all activities within established KPI's and are optimal in exceeding the customer's expectations.
There is a high reliance within this role on providing support to the team with someone who knows ASQA requirements and their competency attributes.
Responsibilities
- Manage the outsourced dedicated Customer Service Team to ensure ticket, service request, and call responses are of a high standard
- Manage the outsourced dedicated Competency Verification and Medicals Team to ensure documents are verified/assessed to meet established business rules
- How many employees is this individual leading/ managing ? None at this stage but scope to potentially 2 in the future.
- Provide support to the outsourced service desk to ensure that all escalations are closed out and dealt with in a timely manner
- Work closely with internal leads to ensure consistency across the RIW team regarding the quality of service, priorities and expectation management
- Provide service management support to additional key service providers of the RIW program
Qualifications & Skills
- Relevant Tertiary Qualifications or Bachelor's Degree
- Business process development and management experience
- Service delivery to predefined KPI’s and SLA’s
Why join MTA?
- Flexible working available
- Strong working culture
- Opportunity for growth