Officer, Service Information

About this opportunity

Yarra Trams is looking for a Service Information Officer to join the team in the Unified Operations Centre (the Yarra Trams Control Centre) and assist in the timely and accurate delivery of passenger information during unplanned and planned tram disruptions.

This is an exciting opportunity for an Officer to ensure the delivery of timely, accurate and professional passenger information and communications during unplanned disruptions on the tram network. Additionally, the incumbent will draft and produce high level communication pieces for planned service changes, while working on a rotational roster that includes weekends and overnight shifts.

Based in the Unified Operations Centre and reporting to the Team Manager, Passenger Information, the role involves:

• Assessing passenger impacts arising from unplanned incidents on the tram network;
• Prepare and implement accurate and professional passenger information during unplanned disruptions including announcements, tramTRACKER and social media updates
• Writing and disseminating passenger information content during planned disruptions including announcements, customer bulletins, brochures, website and social media;
• Broadcasting announcements via a remote PA system to provide up-to-date disruption information and any other service changes;
• Monitoring and responding to passenger enquiries to Yarra Trams' social media channels in a timely and professional manner;
• Liaising with internal and external departments regarding passenger information;
• Designing signage plans and content for planned disruptions;
• Ensuring on tram/on network customer information is kept up-to-date;
• Drafting passenger information and briefing content to the design & production team;
• Providing information to Customer Service and Authorised Officers in relation to alterations to timetables, travel options and connecting services due to delays or service disruptions;

About you

To be successful in this opportunity, ideally you will have:

• Relevant tertiary communications qualification (desirable) and / or a proven track record of achievement in a similar related discipline;
• Proven track record of experience in communications within a customer service or operational environment;
• Ability to work on a rotating roster including early or late shifts and weekends;
• Experience working in a fast-paced, unsupervised environment with competing priorities;
• Exceptional written and verbal communication skills and proven ability to adapt the level of communication to the audience;
• Ability to manage difficult and complex tasks within tight timeframes;
• Previous experience using and managing social media including Twitter, Facebook and managing web content in a work setting is desirable;
• Experience in preparing written communication for distribution to customers;
• Geographical knowledge of Melbourne, including tram and other public transport networks is desirable;
• Knowledge of Melbourne's special events is desirable;
• Experience working in a fast paced operational environment is desirable;
• Confidence to broadcast messages through a public address system;
• Strong focus on service quality, including both customer service and safety;
• Competency in the use of PC's, Microsoft Office and other role specific software packages.

Why Yarra Trams?

At Yarra Trams, we foster a workplace built on respect, celebrate diversity, and embrace inclusivity. Plus, you'll enjoy the following benefits:

• A Free travel pass for Victoria's Public Transport Network
• Competitive salary and great conditions
• Professional Development
• Career growth opportunities
• A commitment to your health and wellbeing including free flu vax, discounted gym membership, and access to our Employee Assistance Program (EAP)
• Paid Parental leave for primary caregivers

About Yarra Trams

Yarra Trams is proudly operated by Yarra Journey Makers, a joint venture between Transdev Australia and John Holland. We work with the Department of Transport and Planning, alongside its transport agencies and operators to provide a fully integrated, sustainable transport service for the people of Melbourne.

We're all Journey Makers, connecting people and communities across Melbourne. We're committed to caring for each other, our passengers, and the communities we serve. Our Diversity & Inclusion Strategy is a key pillar and as an equal opportunity employer, we value diversity and encourage candidates of all ages, those with disabilities, and people of Aboriginal and Torres Strait Islander heritage to apply.

Please note, our selection process includes pre-employment checks, such as a police check and a medical assessment. Yarra Trams employees are required to adhere to Yarra Trams Policies and Procedures such as, but not limited to, Health and Safety Policy, Equal Employment Opportunity & Workplace Bullying Policy, Drug and Alcohol Management Program Policy (including drug and alcohol testing programs).

If you would like further details about an advertised role, or if you require an adjustment in the application process, or any other information in alternate formats please email ••••@yarratrams.com.au or call 18•• ••• 007