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Senior Officer, Passenger Communications

Apply now Job no: 494595
Work type: Full time
Location: CBD
Categories: Customer Information, Corporate Affairs

About this job
Yarra Trams requires the services of an experienced Senior Officer, Passenger Communications to increase customer satisfaction through providing effective and efficient centralised passenger information for disruptions and special events affecting the tram network.

Yarra Trams operates the largest light rail network in the world and has a rich history stretching over 100 years. The strength of this Melbourne icon is underpinned by truly committed, diverse and passionate people who are all striving to deliver the vision of providing world-class customer service.

We are focused on continuously improving systems of work and processes, and at the heart of our efforts are four values – ‘Think like a passenger’, ‘Zero Harm’, ‘Respect for People’ and ‘Continuous Improvement’ and they shape our culture as we build for the next century of trams in Melbourne.

What the role entails
This is an exciting opportunity for a Communications Officer to ensure the delivery of timely, accurate and professional passenger information and communications during unplanned, late planned and planned disruptions on the tram network. Reporting to the Team Manager, Passenger Experience Delivery, the role involves:
• Coordinating passenger communication plans for planned disruption and special events, including the creation of passenger impact assessments and rollout timelines;
• Assisting the Team Manager with daily management and coordination of work across the team;
• Forward planning, setting delivery timelines and assisting in tasking of work to ensure projects are delivered within team
• Proof reading customer information updates, particularly those linked to timetable or network changes;
• Attending internal and external meetings to advocate for the needs of customers in the planning of service change;
• Liaising with internal, external and government parties to assist in the delivery of customer information and incorporating transport and event partners;
• Creating Passenger Experience Plans for special events and occupations, having regard to effects to customer journey, impacts of works, and the need to tailor information to different customer segments;
• Working with brand and design to create signage, print collateral and plans for disruptions or special events;
• Working to increase passenger satisfaction through effective and efficient centralised passenger information before and during disruptions and special events.
• Liaising with internal teams to ensure quality checks are performed and monitored.

What you will need for this role
To be successful in this opportunity, you will have:
• Relevant tertiary qualification in a Communications, Marketing or related (desirable);
• Experience managing, supervising or coordinating teams of people within an operations-based environment such as public transport, roads or construction;
• Excellent planning, coordination and work prioritisation skills
• Ability to manage multiple tasks simultaneously and work in a fast-paced unsupervised environment with competing priorities;
• Proven experience in Stakeholder communications within a Customer Service environment;
• Experience in preparing and proof-reading written communication across fixed and digital channels for distribution to the public;
• Ability to advocate for passenger experience driven outcomes in an operational environment
• Good knowledge of Melbourne’s geography and public transport networks, as well as its special events calendar;
• Excellent verbal and written communication skills and ability to engage with a wide range of internal and external stakeholders;
• Strong attention to detail, organization and planning skills and focus on service quality;
• Solid computer skills and knowledge of design software;
• Ability to think outside the box and take initiative.

Interested? To apply for this vacancy, please visit our careers website at http://jobs.yarratrams.com.au and complete an online application form. Only completed online application forms will be accepted.

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

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