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Manager, Passenger Experience Delivery

Apply now Job no: 494580
Work type: Full time
Location: CBD
Categories: Professional

About this job
Keolis Downer is the proud operator of Yarra Trams, the oldest and largest light rail network in the world. Since 2009, Keolis Downer has significantly invested in Melbourne’s tram network and community. In September last year, the Victorian Government has awarded Keolis Downer the contract to run Yarra Trams until at least 2024. This is an exciting time for the team at Yarra Trams as we deliver our new franchise term.

In the next six years we will continue to bring our international expertise to Melbourne to ensure we continue to deliver even better, safer, more reliable passenger services and performance, while increasing the value of the tram network for Melburnians and the thousands of visitors to our city every day.

To deliver on these exciting new challenges, Yarra Trams requires the services of an experienced Manager to develop and deliver the Passenger Experience Regime (PXR), passenger information (including network disruptions) and feedback strategies aligned with standards set by the state government.

What the role entails
This position is a great opportunity for an experienced Manager to enhance the passenger experience for the Tram Network in Victoria and enable KDR to meet its business objectives.

Reporting to the Director, Operational Planning & Performance, the role involves:
• Thinking Like a Passenger and championing passenger experience
• Working across the organisation and with external agencies to ensure passenger communications are accurate and consistent;
• Effectively managing relationships with Public Transport Victoria;
• Leading and overseeing PXR reporting, compliance and continuous improvement activities across rolling stock, infrastructure and information;
• Operational management of Service Level Agreement for cleaning contract;
• Providing management advice to feedback team manager for escalated complaints and complaints with reputational risk / media threats;
• Developing and maintaining strong relationships with external organisations including PTV and the Public Transport Ombudsman;
• Ensuring effective use and continuous improvement of systems, process, practices and behaviours that impact the team’s work.

What you will need for this role
To be successful in this role, you will have:
• Tertiary qualification in Marketing/Media/Law or related discipline and relevant experience;
• Strong understanding of alternative dispute resolution, communications and complaint methods & systems across digital and traditional channels;
• Proven track record of dispute resolution and complaint management experience within a customer service environment including experience in dealing with escalated matters raised by an Ombudsman’s office;
• At least 12 months of operational contract management experience;
• Experience influencing behaviour and delivering through others;
• Proven success in meeting demanding budgetary and workforce productivity targets;
• Experience in an operational environment including crisis management;
• Strong analytical skills including process and reporting design and analysis;
• Excellent verbal and written communication skills including the ability to use discretion to make decisions concerning reputational risk on behalf of the company;
• Competence in the use of PC’s, Microsoft Office and other role specific software packages;
• Demonstrable ability to lead complex stakeholder consultation, including with internal functional areas of the business and PTV.
Interested? To apply for this vacancy, please visit our careers website at and complete an online application form. Only completed online application forms will be accepted.

Yarra Trams is an equal opportunity employer that values diversity across our teams. In support of our Diversity & Inclusion Strategy, we encourage candidates with a disability, of all ages and people of Aboriginal & Torres Strait Islander heritage to apply.

Applications close: 28th April 2019

Advertised: AUS Eastern Standard Time
Applications close: AUS Eastern Standard Time

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