Role Purpose

Yarra Trams requires the services of an experienced Customer Support Team Manager to maximise Passenger satisfaction, crowd management, safety and increase customer awareness and education of the ticketing system.

This is a great opportunity for a dynamic Team Manager to manage the Customer Service Teams to ensure the provision of crowd management, customer service and public education whilst assisting to improve passenger satisfaction and increase fare box revenue. Reporting to the Passenger Services Manager, the role involves:

• Contributing to the improvement of the customer centricity of the organization, while embedding a customer service culture where all reports “Think like a passenger”;
• Developing and implementing strategies to improve customer satisfaction, and efficiently coordinating the Customer Service Employees
• Providing ongoing coaching, feedback, and support to direct reports
• Monitoring absence and return to work follow-ups
• Ensuring consistency and efficiency across the unit by implementing and monitoring a task observation program and assisting in the development of accredited training
• Fostering a zero-harm culture, with safety at front of mind for all employees

Skills & Experience

• Proven track record of line management experience in a transport or other customer service environment
• Passion about customer centricity within organisations
• Experience of empowering staff, influencing behaviour, and delivering through others
• Thorough knowledge of the operational rules, Customer Service Standards and Procedures, personnel policies and practices, conditions of employment and legislation
• Proven success in meeting demanding budgetary and workforce productivity targets
• Strong leadership skills, relationship management skills and the ability to effectively manage and motivate staff
• Focus on service quality, including both safety and customer service:
• Excellent communication, negotiation and persuasion skills
• High level planning, organisation, problem solving and prioritisation skills
• Competent in the use of PC’s, Microsoft Office and other role specific software packages