Role Purpose

About This Opportunity

Yarra Trams is seeking Customer Support Employees who are passionate about delivering a high standard of customer service to tram passengers and the wider community. Reporting to the Team Manager, Customer Support, in this role you will:

• Provide accurate, clear, and up-to-date information about the tram network for people travelling or planning to travel
• Support and help facilitate the safe and efficient movement of trams and passengers across the network
• Respond promptly to passenger enquiries and provide effective assistance, ensuring they feel confident, safe, informed, and positive about their journey experience.
• Assist in preventing or resolving issues at stops and/or onboard trams
• Communicate clearly and promptly with other Yarra Trams team members regarding network disruptions or issues that may impact passenger experience
• Support passengers to confidently navigate and use Melbourne’s tram network
• Act as a front-line representative and advocate for Melbourne’s public tram network

About You

You will bring:

• A friendly and approachable manner and willingness to engage with passengers proactively
• Familiarity with the Melbourne public transport system (desirable)
• Strong verbal communication skills, with the ability to engage effectively with a diverse range of passengers and colleagues
• Confidence using a range of technology and resources to identify transport and travel options
• Ability to learn, understand, and clearly explain transport, ticketing, and network information
• Experience applying proactive and responsive problem-solving skills when managing customer concerns, complaints, or conflict
• Flexibility to follow direction and adapt to changing operational environments
• Strong interpersonal skills, with the ability to show empathy and deliver inclusive customer service to people from all backgrounds
• Ability to work collaboratively as part of a team, as well as independently when required, contributing to a “think like a passenger” culture
• Ability to manage personal responsibilities while adhering to relevant legislation, policies, and procedures
• A professional presentation and willingness to work shifts, overtime, and outdoors
• A valid driver’s licence (desirable)

Applications close: 09 July 2026