Customer Controller
- Bourke Street, Melbourne
- Permanent Full Time
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 an IOC Customer Controller, you will operate in a fast-paced, 24/7 environment making real-time decisions to manage service disruptions and maintain customer experience.
You will play a critical role in delivering safe, reliable services and driving continuous improvement through incident analysis and stakeholder collaboration.
- Leading real-time disruption response and coordinating service recovery
- Managing critical communications across internal teams and stakeholders
- Overseeing coach operations, including replacements and accessibility needs
- Acting as the public-facing voice during incidents across multiple channels
- Assessing and escalating safety-critical issues and customer impacts
- Supporting stations, monitoring crowding, and coordinating frontline responses
Key accountabilities include:
Incident Response & Operations
- Lead real-time response to service disruptions, assessing impacts and coordinating recovery actions
- Deliver disruption management plans, including coach replacements and alternative transport options
- Provide timely, accurate operational updates to key stakeholders and support decision-making
- Monitor network conditions, including crowding and safety risks, and escalate where required
