Trainee Authorised Officer

Metro Trains Melbourne

Location: Melbourne

Job Type: Full time


Metro moves you around Melbourne.

As the city’s metropolitan rail service, Metro operates 226 six carriage trains across 998 kilometres of track, transporting 450,000 customers each day. We aim to encourage the Melbourne community’s vibrant and ever evolving lifestyles, by providing a seamless transport solution to keep individuals connected.

With 15 lines, 222 stations and services seven days a week, Metro can take you wherever you’re headed across the city, whenever you want to go.

Metro’s Operations & Passenger Delivery team is committed to keeping Melbourne moving by delivering exceptional passenger experiences through, on time, reliable, safe and efficient services.

Our passenger experience team are responsible for ensuring passengers can travel on the Metropolitan rail network in a safe and timely manner. With almost 2000 staff employed across 220 stations, five depots and an Info–Central hub, our team are committed to providing a dynamic and customer-focused experience.

  • Full time position with excellent remuneration and career development
  • Job security and career stability in a secure industry
  • Receive a free Myki Pass that allows free Public Transport in Victoria!
  • Access a wide range of corporate discounts, including gym offers.

About the Role

The Trainee Authorised Officer plays a pivotal role in achieving Metro’s passenger experience objectives by providing superior customer service. Reporting to the Team Leader, you will find yourself working alongside a supportive crew of up to 4 other Authorised Officers on a day-to-day basis.

Role duties and responsibilities include:

  • Providing a customer focused approach with the travelling public on the transport network
  • Patrol the public transport network and report (where appropriate), breaches of the Public Transport (Compliance & Miscellaneous) Act and regulations. These include, but is not limited to ticketing and behavioural offending
  • Assist customers with communication difficulties, whilst respectfully, assisting the elderly and people with a disability
  • Provide a visual uniformed presence on various transport premises including ticketing barriers to enhance service delivery and security
  • Working across the varied forms of public transport across Metropolitan and Suburban Melbourne, and occasionally rural Victoria

Hours of work:

You must be available to work shift work, on a seven-day rotating roster which is on a full-time basis. This will include weekends and night shifts to support our 24/7 service delivery. In return we’ll provide you with excellent conditions, training and support in an industry with endless opportunities.

Please note that due to the nature of the work there are late and early shifts that commence outside of public transport hours.

About You

As someone who genuinely cares about the people you interact with, you pride yourself on having exceptional customer services skills as well as a safety-conscious attitude. Keeping everyone safe is the primary objective.

You are highly adaptable and relate well to people from many different walks of life, with a natural problem-solving ability to communicate effectively in all types of situations.

There’s so much more to being an Authorised Officer. From helping passengers with their travel information and assisting those who may need assistance with mobility or communication difficulties, to ultimately making the passenger journey a safer one. You’ll be a critical part of helping improve the public transport experience for Melbournians and its visitors. That’s quite the impact!

Who are we and what's in it for you?

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.

You will be joining an organisation that is known as a global leader in its field but also prides itself on being dynamic, embracing new technologies and focused on customer service. Our aim is to promote work/life balance, allow team members to bring their best to work and to truly be focused on a common goal which is to provide a world-class railway service.

We offer a range of great benefits, including 5 weeks of annual leave, professional development & health and wellbeing initiatives. Beyond this, here’s why our people say they choose Metro:

  • All Metro employees receive a freeMyki Pass that allows free Public Transport in Victoria
  • You can have a significant impact on enhancing the passenger experience for all travellers – happy employees, happy customers!
  • Working with a supportive, down to earth team of individuals from varying backgrounds, cultures, and experiences
  • Access to a wide range of corporate discounts
  • Great community feel with a supportive team-oriented environment

Are you ready to be a part of the Metro Team?

This is a fantastic opportunity to build on the career you've developed to date and take it to the next level by making an impact that matters – keeping people safe.

If what you’ve read resonates with your values, experience and career aspiration then apply today!

Not quite ready to apply and want more information? No worries. You can explore our Passenger Experience careers by copying and pasting the following link into your browser:

Next Steps…

This recruitment campaign comprises of various recruitment activities including an online Psychometric Assessment. Please make sure you monitor both your email inbox and spam folder for any correspondence throughout this campaign.

Diversity, Equity, & Inclusion at Metro

At Metro, we know that a diverse, equitable, and inclusive company is a more innovative and successful one. We strive for a workplace where everyone is treated fairly and respectfully, where all have equal access to opportunities and resources, where individuals can do their best and contribute to our success, and can bring their whole selves to work. We encourage all interested applicants to apply.

You can find out how Metro’s DEI strategy is progressing, here:

Metro, in partnership with WORK180, is proud to be endorsed as an Employer of Choice for Women. WORK180 promotes organisational standards that raise the bar for women in the workplace. You can find out more about this here:

Please note: only applications with the right to live and work in Australia will be considered for this position.

**Qualification delivered by Metro Trains Melbourne Pty Ltd RTO ID: 40535

You’ve got this!