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Customer Support Employee

Ding! Ding! Trams are the heart of Melbourne – join our team and be part of the world’s largest tram network.

Role Purpose

About This Opportunity

Yarra Trams is seeking Customer Support Employees who are passionate about delivering a high standard of customer service to tram passengers and the wider community. Reporting to the Team Manager, Customer Support, in this role you will:

Provide accurate, clear, and up-to-date information about the tram network for people travelling or planning to travel
Support and help facilitate the safe and efficient movement of trams and passengers across the network
Respond promptly to passenger enquiries and provide effective assistance, ensuring they feel confident, safe, informed, and positive about their journey experience.
Assist in preventing or resolving issues at stops and/or onboard trams
Communicate clearly and promptly with other Yarra Trams team members regarding network disruptions or issues that may impact passenger experience
Support passengers to confidently navigate and use Melbourne’s tram network
Act as a front-line representative and advocate for Melbourne’s public tram network

About You

You will bring:

A friendly and approachable manner and willingness to engage with passengers proactively
Familiarity with the Melbourne public transport system (desirable)
Strong verbal communication skills, with the ability to engage effectively with a diverse range of passengers and colleagues
Confidence using a range of technology and resources to identify transport and travel options
Ability to learn, understand, and clearly explain transport, ticketing, and network information
Experience applying proactive and responsive problem-solving skills when managing customer concerns, complaints, or conflict
Flexibility to follow direction and adapt to changing operational environments
Strong interpersonal skills, with the ability to show empathy and deliver inclusive customer service to people from all backgrounds
Ability to work collaboratively as part of a team, as well as independently when required, contributing to a “think like a passenger” culture
Ability to manage personal responsibilities while adhering to relevant legislation, policies, and procedures
A professional presentation and willingness to work shifts, overtime, and outdoors
A valid driver’s licence (desirable)

Applications close: 09 July 2026

Why Yarra Trams?

At Yarra Trams, we foster a workplace grounded in respect, celebrating diversity and embracing inclusivity. You’ll also enjoy the following benefits:

A free travel pass for Victoria’s Public Transport Network
Competitive salary and great conditions
Professional development
Career growth opportunities
A commitment to your health and wellbeing including free flu vax, discounted gym membership, and access to our Employee Assistance Program (EAP)
Paid Parental Leave for primary caregivers

About Yarra Trams

Yarra Trams is proudly operated by Yarra Journey Makers, a joint venture between Transdev Australia and John Holland. We work with the Department of Transport and Planning, alongside its transport agencies and operators to provide a fully integrated, sustainable transport service for the people of Melbourne.

We're all Journey Makers, connecting people and communities across Melbourne. We’re committed to caring for each other, our passengers, and the communities we serve. Our Diversity & Inclusion Strategy is a key pillar and as an equal opportunity employer, we value diversity and encourage candidates of all ages, those with disabilities, and people of Aboriginal and Torres Strait Islander heritage to apply.

Please note, our selection process includes pre-employment checks, such as a police check and a medical assessment. Yarra Trams employees are required to adhere to Yarra Trams Policies and Procedures such as, but not limited to, Health and Safety Policy, Equal Employment Opportunity & Workplace Bullying Policy, Drug and Alcohol Management Program Policy (including drug and alcohol testing programs).

If you would like further details about an advertised role, or if you require an adjustment in the application process, or any other information in alternate formats please email careers@yarratrams.com.au or call 1800 800 007

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