Job Description

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.