Services Officer
Services Officer
Geelong Station
2x Fixed Term Contracts
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 the Services Officer, you are integral to the success of V/Line’s Customer Group.
Your primary responsibility will be to ensure that customers receive the highest quality of service while maintaining safety on and around the rail. Your duties will include ticket sales as well as providing assistance to platform staff as needed.
Key Accountabilities include:
Communicate accurate and timely information to customers, ensuring coach replacements are organised where required
Complete Myki and V/Net ticket sales and seat reservations
Manage the day-to-day operations and customer service in the Booking Office
Work collaboratively within the team and wider functions
Ensure safety on and around the station, for customers, colleagues, and yourself
Carry out platform and customer service duties as required
There are 2x available Services Officer Positions:
-700265 Services Officer (Fixed Term contract, full-time – October 2026)
-700268 Services Officer (Fixed Term Contract, part-time – 40 hours per fortnight, October 2026)
Location & Travel Considerations
You will be based out of the Geelong Station and will live within 40kms of the station to ensure fatigue management is adhered to.
About you
Previous experience in face-to-face customer service and an operational environment is an advantage. So is having good situational awareness along with demonstrating that you value safety and make it a key workplace priority.
Previous experience in rail or transport would be ideal. Or, you may have a background in hospitality, retail, supply, manufacturing, care work, or any profession that values safety equally with service.
To be successful in this role, you already meet the following Key Selection Criteria:
Strong verbal & written communication skills
Ability to adapt to changing environments
Strong focus on safety culture
Successful completion of Year 10 (minimum)
Victorian Driver Licence
Proven experience handling money
Willingness & ability to travel to other stations, to provide service along the line
Availability for shift work & overtime
Previous face-to-face customer service experience and a demonstrated commitment to workplace safety
Been in your current role for 12 months
If your skills or experience don’t exactly match our listed requirements, we still encourage you to apply. We value diverse perspectives and believe in the potential for growth and development.
To be considered for entry into the selection process for this role, applicants must meet the following 'key selection criteria' which forms part of our merit-based recruitment process:
Demonstrated face to face customer service experience
Must live within 40kms from the station.
Why V/Line
In addition to free myki travel, we offer:
- Community impact – Make a genuine difference. Work in a role that connects Victorians, every day.
- Huge potential – We’re transforming, and you can too. Be a change maker, recognised for your contribution and creativity.
- Dynamic environment – V/Line operates in a constantly changing space. Join a fast-paced and exciting organisation.
- Collaborative team – You’ll be part of a broader supportive team. Surround yourself with talented, passionate peers.
- Flexible working – We support flexible working. Work in a way that supports you to thrive in your role.
We are committed to ensuring a comfortable and accessible recruitment experience. If you need any adjustments or have specific accessibility requirements at any stage of the process, please contact our Talent team at TalentSupport@vline.com.au or 1800 800 007 for confidential support.
As an equal opportunity employer, V/Line is committed to creating a diverse, inclusive and respectful workplace and network that reflects the communities we serve. We accept and value the contributions of all our employees regardless of gender, ethnicity, sexual orientation, religion, age or disability. We are also proud to be endorsed by Work 180 as a great place for women to work, second year in a row.
V/Line are proud to be a part of the Department of Transport & Planning's Yani Bangal Transport and Planning Portfolio First Peoples Careers Strategy 2023-2028. We take this opportunity to welcome and encourage applications from First Peoples.
At V/Line, safety is our priority. Successful applicants will undergo relevant pre-employment and medical checks to meet our safe working standards.
This position will be paid in line with the V/Line Rail Operations and Administration Employees Agreement 2023.
The selection process may include aptitude assessments, a behavioural interview and a medical risk category 3 check.
