Service Officer - 2026 Talent Community, South West Line

About V/Line

V/Line connects Victorians through dependable, safe, and accessible transport, linking people to employment, education, family, and tourism. With significant recent growth, V/Line provides over 3700 weekly train and coach services, has a broad freight network, and is supported by major rail investments.

Position Summary

This expression of interest seeks candidates for Service Officer roles on the South West Line. These roles will be either full-time or part-time, with permanent or fixed-term contracts, requiring availability for a 24/7 rotating roster. While applicants may specify favored stations, they should be ready to work across any station on the South West Line up to 80 km from their home depot. No prior rail experience is needed as full paid training, including a Certificate 3 in Rail Customer Service, is provided.

Role Responsibilities

• Act as a key representative in V/Line's Customer Group to support passenger safety and service quality.
• Assist passengers directly through ticketing and Myki sales, making station and train announcements, and coordinating coach movements.
• Help manage customer support during service disruptions and handle challenging situations with professionalism and calmness.
• Maintain station cleanliness and presentation.
• Monitor safety risks and report maintenance or equipment issues to ensure readiness for service.
• Operate effectively across different shifts and various stations along the South West Line.

Candidate Profile

Ideal candidates are customer-oriented, reliable, approachable, and dedicated to providing positive passenger experiences. Strong communication skills, empathy, adaptability, and calmness under pressure are essential. Applicants must have a problem-solving mindset, professional demeanor during challenging interactions, and value teamwork and continuous learning.

Key Requirements

• Willingness and ability to work a 24/7 rotating roster.
• Excellent face-to-face customer service skills with strong attention to detail.
• Calm, adaptable, and solution-focused approach to dynamic situations.
• Valid Victorian driver’s license and reliable vehicle access.
• Completion of Year 10 or equivalent educational level.

Additional Information

• Training provided includes paid instruction and certification (Certificate 3 in Rail Customer Service).
• Applicants with diverse backgrounds or experiences not fully meeting criteria are encouraged to apply.
• Commitment to values such as responsiveness, integrity, impartiality, accountability, respect, leadership, and human rights is expected.
• Benefits include free Myki travel, impactful community work, career growth potential, dynamic work environment, collaborative teams, and flexible working arrangements.

Equal Opportunity and Accessibility

V/Line promotes a diverse, inclusive, and respectful workplace and encourages applications from all communities, including First Peoples, acknowledging their cultural heritage and strength. Adjustments to recruitment processes can be made upon request to support accessibility.

Safety and Compliance

Successful candidates must pass pre-employment and medical checks consistent with safeworking standards. Remuneration corresponds with the V/Line Rail Operations and Administrative Employees Agreement 2023.