Services Officer - Swan Hill chez V/Line

Services Officer- Swan Hill

Permanent, Part time

• Make a difference to someone's day
• Gain a Cert 3 in Customer Rail Operations  
• Help connect Victorians through safe, reliable and accessible transport  

V/Line’s purpose is to connect Victorians through safe, reliable, and accessible transport. We believe in giving all Victorians opportunities through travel and transport – connecting them to jobs, education, family and friends, services, tourism and trade.

V/Line is experiencing significant growth and we’re delivering more services, more trains, cheaper fares, and huge projects. With more than 3700 weekly train and coach services, an expansive freight network and unprecedented rail investment, millions of Victorians depend on us to deliver. You could be one of our 3100 committed team members who are up to the challenge.

About the role

As a Services Officer, your primary base will be the Swan Hill station, but you may also need to work between Mildura and Echuca based on your roster and business needs. Your key responsibilities include delivering outstanding service to V/Line customers and maintaining safety on and around the rail.  

You will sell Myki and V/Net tickets, make announcements at the platform, assist passengers, and ensure the station and its facilities are clean. Additionally, during planned and unplanned disruptions, you will help coordinate bus replacements and facilitate safe, timely train departures.  

This is a full-time, ongoing role with a 24/7 roster. Depending on scheduling and business needs, you may need to report to and work from various stations along the Swan Hill line within 80 km of your Home Depot or residence. 

Key accountabilities include:

• Communicate accurate and timely information to customers, ensuring coach replacements are organised where required  
• Ensure safety on and around the station, for customers, colleagues, and yourself
• Carry out platform and customer service duties as required  
• Complete Myki and V/Net ticket sales and seat reservations 

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. 

Our ideal candidate will possess the following:

• 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
• Willingness & ability to travel to other stations, to provide service along the line
• Previous face-to-face customer service experience and a demonstrated commitment to workplace safety
• If your skills or experience don’t exactly match our listed requirements, we still encourage you to apply. We value diverse perspectives and believe in the potential for growth and development.
• Demonstrated alignment with V/Line’s values of responsiveness, integrity, impartiality, accountability, respect, leadership and human rights.

Why V/Line

In addition to free myki travel, we offer:

• Community impact – Make a genuine difference. Work in a role that connects Victorians, every day.
• Huge potential – We’re transforming, and you can too. Be a change maker, recognised for your contribution and creativity.
• Dynamic environment – V/Line operates in a constantly changing space. Join a fast-paced and exciting organisation.
• Collaborative team – You’ll be part of a broader supportive team. Surround yourself with talented, passionate peers.
• Flexible working – We support flexible working. Work in a way that supports you to thrive in your role.

We are committed to ensuring a comfortable and accessible recruitment experience. If you need any adjustments or have specific accessibility requirements at any stage of the process, please contact our Talent team at [email protected] or 1800 800 007 for confidential support.

As an equal opportunity employer, V/Line is committed to creating a diverse, inclusive and respectful workplace and network that reflects the communities we serve. We accept and value the contributions of all our employees regardless of gender, ethnicity, sexual orientation, religion, age or disability. We are also proud to be endorsed by Work 180 as a great place for women to work, second year in a row.  

We proudly acknowledge First Peoples of Victoria. We acknowledge their ongoing strength in practicing the world’s oldest living culture. We acknowledge the Traditional Owners’ lands, waters, and skies on which we live and pay respects to their Elders past and present.  

At V/Line, safety is our priority. Successful applicants will undergo relevant pre-employment and medical checks to meet our safeworking standards. 

Remuneration for this position will be in line with the V/Line Rail Operations and Administrative Employees Agreement 2023 or Asset Management Enterprise Agreement 2023.