ROLE PURPOSE

At Yarra Trams, we are committed to delivering world-class transport services to our passengers. In this role, you will play a key part in enhancing the passenger experience by ensuring our facilities and services meet the highest standards of cleanliness and maintenance.

You will be responsible for maintaining consistently high standards of cleanliness across the Yarra Trams network, ensuring the services provided by cleaning contractors are delivered to the agreed quality, frequency, and scope. This includes managing contractor performance, monitoring compliance with key performance indicators (KPIs), addressing any issues that arise, and escalating concerns to the Commercial team when necessary.

Collaboration is central to this role. You will coordinate cleaning and facility-related activities across departments such as Rolling Stock and Lines & Infrastructure, ensuring seamless integration and execution of services. Additionally, you will work closely with the Passenger Insights team to support compliance with the Passenger Experience Regime (PXR), contribute to reporting, and recommend corrective actions based on passenger feedback and compliance data.

Your responsibilities will also include identifying and managing required maintenance activities across the facilities portfolio, and leading the delivery of a comprehensive Facilities Maintenance and Cleaning strategy and program to ensure optimal performance and a high-quality environment for both passengers and staff.

EXPERIENCE & KNOWLEDGE

In order to succeed in this role, it is expected that you will have:

• Ability to identify top safety risks and ensure effective controls and mitigations as SFAIRP.
• Experience in managing complex contracts, programs or projects, including working with 3rd parties to deliver on KPIs.
• Experience in managing performance driven programs to positive outcomes.
• Experience in managing complex and demanding stakeholders, understanding their needs, and managing their expectations.
• Deep understanding of the principles of customer experience and how they relate to business objectives.
• Ability to build and sustain relationships, resolve conflict, negotiate effectively and develop collaborative working relationships.
• Ability to identify key issues and parties relevant to achieving long term goals.  Develop actions based on logical assumptions, facts, constraints and organisational values.
• Demonstrated capability in financial management, management of budgets and delivering productivity.

QUALIFICATIONS

• Tertiary qualification in a relevant field  considered highly desirable.
• Experience in the cleaning, facilities maintenance in transport or other similar industry is mandatory.