Services Officer - SCS bei V/Line

Services Officer  

Based at the Booking Office, Southern Cross Station  

Full-Time, Permanent 

Reporting to Customer Services Manager, could you be our next Services Officer at the Booking Office? 

About the role 

As the Services Officer, you are integral to the success of V/Line’s Customer Group.  

Your primary responsibility will be to ensure that customers receive the highest quality of service while maintaining safety on and around the rail. Your duties will include ticket sales as well as providing assistance to platform staff as needed. 

Key Accountabilities include: 

• Communicate accurate and timely information to customers, ensuring coach replacements are organised where required 

• Complete Myki and V/Net ticket sales and seat reservations 

• Manage the day-to-day operations and customer service in the Booking Office 

• Work collaboratively within the team and wider functions  

• Ensure safety on and around the station, for customers, colleagues, and yourself 

• Carry out platform and customer service duties as required  

This is a full-time, permanent role, with rotating shifts from 5:35 am to 9:45 pm, seven days a week. 

About you 

Previous experience in face-to-face customer service and an operational environment is an advantage. So is having good situational awareness along with demonstrating that you value safety and make it a key workplace priority. 

Previous experience in rail or transport would be ideal. Or, you may have a background in hospitality, retail, supply, manufacturing, care work, or any profession that values safety equally with service. 

To be successful in this role, you already meet the following Key Selection Criteria: 

• Strong verbal & written communication skills 

• Ability to adapt to changing environments 

• Strong focus on safety culture 

• Successful completion of Year 10 (minimum) 

• Victorian Driver Licence 

• Proven experience handling money

• Willingness & ability to travel to other stations, to provide service along the line 

• Availability for shift work & overtime 

• Previous face-to-face customer service experience and a demonstrated commitment to workplace safety 

This position is classified and paid in accordance with the current V/Line Operations and Administration Employees Agreement 2023. 
The selection process may include aptitude assessments, a behavioural interview and a medical risk category 3 check.  

It is expected that all employees complete at least 12 months of continuous service in their current position before making an application for an alternate role. Employees who are in their probationary period at the time of application are ineligible to apply. 

Initial enquiries can be made to Zachary Gilby, Talent Acquisition Business Partner at [email protected]  

To apply for this or other vacancies, please go to Talent Acquisition At V/Line on Viva Engage or go to our internal careers website at Internal Opportunities 

Applications close: 26^th September 2025 at 5 pm