Join our Passenger Services team in shaping the future of rail!

Be among the first to work at the new Metro Tunnel stations, helping thousands of passengers get where they need to go quickly and safely.

The Metro Tunnel is moving Melbourne into the future and transforming our rail network. It will allow us to run more frequent, reliable services, connecting people and places. By taking our busiest train lines through the new tunnel under the city, the Metro Tunnel will free up space in the City Loop to run more trains to and from the suburbs. This will enable over half a million additional passengers per week to travel across Melbourne's train network.   

Why work at Metro? 

• Work for a multi-award-winning rail operator with rewarding career opportunities that provide you with the support and training to take your career to the next level!

• Be part of an inclusive, diverse, and supportive company made up of various backgrounds, cultures, and experiences.

• 14 weeks paid parental leave.

• All eligible Metro employees receive a free Myki Pass that allows free Public Transport in Victoria.

• Access to a wide range of corporate discounts including healthcare, fitness, finance, and more.

About the team

The Operations & Passenger Services team at Metro is committed to keeping Melbourne moving by delivering exceptional passenger experience through on-time, reliable, safe and efficient services.

We achieve this through face-to-face interactions by our frontline teams, supported by our safety operations, operational readiness and network performance teams.

About the role

Metro Trains Melbourne’s Passenger Services Team has opportunities for customer service-focused individuals to join our team in the role of Station Officer, in a Full-Time capacity. In this role, you will play a key role in delivering positive customer experience by assisting passengers with ticketing and travel enquiries.

This role is also crucial in overseeing the safe operation of the stations. You will have a highly visible passenger-facing role on station platforms and be the conduit between the station and Station Masters. Your responsibilities will include active platform management, assisting passengers, and reporting high-risk incidents.

Metro will provide full paid training for your accreditation in Cert III – Rail and Customer Service delivered by Metro Academy.

Locations

We have positions vacant at the following stations:

• Arden

• Anzac

• Parkville

• State Library

• Town Hall

Please note: You will be placed at any one of the above stations. If you do not attain a position within one of the five new stations, your application may be considered for other locations throughout the network.

Role Responsibilities include but not limited to:

• Provide professional, friendly travel information and assistance to passengers particularly those with special needs

• Respond proactively to passenger complaints, seeking resolutions and escalating when necessary

• Provide ticket office services, including selling tickets for other providers eg: regional and/or interstate

• Ensure automatic ticket equipment is working and reporting faults if required

• Monitor the safety and security of passengers and station, addressing anomalies, and reporting incidents

• Aid ill passengers and communicate with control room as necessary

• Monitor all escalators, lifts, station entry / exit points and passenger flow

• Deliver clear announcements over the public address system and assist with train departures

• Attend and respond to faults such as automatic ticket equipment, escalators, platform screen doors and lifts in line with operational procedures

• Assist and educate passengers in the use of passenger screen doors (if applicable)

• Complete station accounting functions and maintain station cleanliness

• Maintain safety communication with key parties (such as Metrol, Signallers)

• Flexible to work shifts and provide relief for staff requiring breaks

• Perform station opening and closing procedures

About you

• Exceptional customer service skills, including the ability to understand customer needs and respond accordingly

• Can communicate clearly and professionally using safety-critical communications to a range of stakeholders

• Able to work effectively in a diverse team

• Able to demonstrate a safety focus, adhering to occupational, safety and environmental procedures

• Able to operate under demanding situations that may involve crowd control

• Can multitask in a busy and challenging work environment

• Previous experience in industries such as rail and transport is highly regarded but not essential.

You must be available to work on a seven-day rotating roster, including weekend night shifts to support our 24/7 service delivery. Please note that due to the nature of the work there are late and early shifts that commence outside of public transport hours. In return we’ll provide you with excellent remuneration and conditions, training and support in an industry with endless opportunities.

How to apply

• Please submit your application including a resume and a cover letter. In your cover letter, address the key selection criteria from the job advertisement (no more than 2 pages in total).

• Please answer all questions in the application form.

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

Note: We are partnering with Hoban Recruitment for this recruitment campaign. Your details will be shared with them for the assessment of your application.

Start dates commence between April 2024 to August 2024.

Next steps

If this role resonates with your values, experience, and career aspirations, join us and get onboard to help move Melbourne!

Don’t meet every single requirement? As an inclusive and diverse workplace, we encourage all applicants to apply.

Please note that relevant screening will be conducted as part of the recruitment and selection process. Dependant on the role, these may include criminal history, credit, qualification, and reference checks as well as a pre-employment medical assessment including drug and alcohol screening.

Metro is committed to making reasonable adjustments to provide a positive, barrier-free recruitment process for candidates with specific access needs. Candidates who require adjustments are encouraged to declare this in their application, so that the contact person for the position can discuss your needs.

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

Metro’s commitment to a Diverse, Equitable, and Inclusive culture

Metro acknowledges the Victorian Traditional Owners of the land on which our rail network operates, the Wurundjeri Woi Wurrung and Bunurong peoples of the Kulin Nation.

At Metro, we know that a diverse, equitable, and inclusive company is a more innovative and successful one that reflects the communities we serve. We strive for a workplace where everyone is treated fairly and respectfully. A workplace that provides equitable access to opportunities, resources, and where individuals can bring their whole selves to work. In addition, being recognised and rewarded for their contribution to our collective success.

We are committed to fair, equitable and merit-based employment and recruitment practices, and we encourage all interested applicants to apply.

This is an excellent opportunity to be among the first to work at our new world-class stations being delivered as part of the Metro Tunnel Project. To find out more, please visit Metro Tunnel Careers

If you have any queries, please e-mail us at stations.recruitment@metrotrains.com.au

Applications close on 21 January 2024

Please be aware that the application deadline may close early based on the number of applications received.