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Senior Officer, Passenger Experience Delivery Events

Apply now Job no: 494819
Work type: Full time
Location: CBD
Categories: Customer Information, Professional

About this job

Yarra Trams requires the services of an experienced Senior Events Communications Officer to increase customer satisfaction through providing effective and efficient centralised customer information for disruptions and special events.

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 customer information 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;
  • 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 design to create signage 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;
  • Proven experience in Stakeholder communications within a Customer Service environment;
  • Excellent planning, coordination and work prioritisation skills
  • 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
  • Ability to manage multiple tasks simultaneously and work in a fast-paced unsupervised environment with competing priorities;
  • 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.

Download File Senior Officer_Passenger_Exp_Delivery_Events.pdf

Advertised: AUS Eastern Daylight Time
Applications close: AUS Eastern Daylight Time

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