Role Purpose

At Yarra Trams, we are committed to delivering world-class transport services and exceptional passenger experiences. As the Head of Customer Service, you will lead the strategic coordination of customer service operations, driving initiatives that enhance satisfaction and grow patronage. You’ll optimise network coverage through innovative rostering and resource strategies, while providing expert advice on customer engagement, revenue protection, and commercial direction. Reporting to the Chief Customer and Community Officer, this role offers full accountability and autonomy to shape and elevate the customer service function.

Responsibilities

Health, Safety & Industrial Relations:
Manage OH&S, environmental, and industrial issues within the department to ensure compliance and safety.

Leadership & Team Management:
Lead and coordinate Customer Service teams, oversee performance management, and support staff recruitment, development, and engagement.

Strategic & Resource Planning:
Develop and implement strategies to optimise resource deployment and network coverage while aligning with legal and organisational obligations.

Financial Oversight:
Monitor and manage departmental budget to ensure financial performance aligns with business targets.

Customer Service & Complaints:
Provide guidance on customer service matters, and manage the resolution of complaints to improve service standards.

Training & Development:
Support the design and delivery of accredited training in partnership with internal teams and external stakeholders.

Community & Public Engagement:
Oversee community engagement initiatives and public education programs to enhance Yarra Trams’ community presence.

Special Events Management:

Coordinate operational deployments for scheduled and unscheduled special events to meet service expectations.

Quality & Systems Management:
Proactively identify and address safety, environmental, and quality issues, and implement corrective actions to prevent recurrence.

Qualifications

• Tertiary qualifications in Business Management or relevant discipline and/or extensive proven experience with a multi-functional organisation relevant to one of these disciplines.
• Current driver’s licence (preferred).

Experience & Knowledge

• Strong understanding of public transport operations, including Yarra Trams services, the Transport Act, ticketing systems, and related legislation.
• Proven ability to manage complex tasks under pressure and within tight timeframes.
• Solid knowledge of operational rules, OH&S, environmental legislation, and workplace policies.
• Effective team leader with the ability to motivate, support, and empower others to achieve goals.
• Adaptable and resilient, with the confidence to embrace and lead change in dynamic environments.
• Excellent interpersonal and communication skills, with the ability to influence and collaborate at all levels.
• Proficient in Microsoft applications and capable of performing the role’s physical and system-based requirements.