The G:link is operated and maintained by Keolis Downer Gold Coast (KD). Keolis Downer is Australia’s largest private multi-modal public transport operator. Operating G:link, Adelaide Metro Rail and close to 1000 buses in Australia. Keolis Downer is a joint venture betweenKeolis, one of the world’s largest public transport operators, and Australian services firm,Downer.
Some of our Benefits
* Hourly base rates in accordance with the enterprise bargaining agreement starting at $29.11 per hour while in training, increases to $33.14 per hour at successful completion of training and then $40.47 per hour six months post completion of training. Superannuation and penalties on top of these rates;
* 12% Superannuation;
* Penalty rates and allowances, including for night shift, weekends and overtime;
* Special Events Allowance given for specific events held throughout the year;
* Entitlement of 5 weeks of annual leave each year, based on full time hours;
* Salary Packaging (inc. salary sacrificing additional superannuation and novated car leasing);
* Education and learning opportunities;
* Employee Assistance Program (for employees and immediate family);
* Reward & Recognition (inc. years of service, employee of the year, informal recognition);
* Health & Wellness Programs (inc. team challenges, Fitness Passport);
* Flexible work options (including Paid Parental and Adoptive Leave); and
* Enjoy a great work life balance on the Gold Coast!
Our Culture
What makes working with us so special is our culture, one that embraces our KD core values (We Care, We Imagine, We Commit) and shared commitment to the development of high performing natural leaders within the organisation. We are proud to recruit, train and retain the most talented professionals on the Gold Coast, who share our customer (Think Like a Passenger) and safety focused (Zero Harm) approach. Our staff are at the core of what we do, and by cultivating the right environment and values, we have an engaged workforce with a sense of team
Position Responsibilities
* Answer passenger questions about services, transport connections, how to get to local attractions and ticketing;
* Enhance passenger security by maintaining a visible presence on stations and trams, diffusing conflicts and managing crowds;
* Deal with and help passengers during operational disruptions and take instructions from the Operations Control Centre (OCC);
* Protect Translink revenue by performing ticket checks in the role of Authorised Person and issuing ‘penalty notices’ in accordance with Translink procedures;
* Use of ticketing and revenue protection equipment;
* Uphold the company’s values and deliver the Customer Charter (our promise to our customers); and
* Support the company in promoting the Light Rail to the community.
About you, your skills and experience
* Work as a Rail Safety Worker Category 3 (non-safety critical worker);
* Fluent in English with excellent written and verbal communication skills and clear telephone manner;
* Ability to pass relevant legislation assessments;
* Ability to comprehend and adhere to specific legislation requirements when undertaking role as Authorised Person;
* Ability to deal with potential physical abuse, verbal abuse and aggressive behaviour from members of the public;
* Knowledge of the local area and the G:link network;
* Capable of working under pressure with ability to follow operational procedures at all times;
* Ability to adapt to regular shift change-over;
* Ability to deal with challenging people;
* School certificate or equivalent working experience;
* Proven experience in a customer or information provision role;
* Ability to handle situations involving persons with traumatic injuries or death as a result of vehicle accidents;
* Ability to handle situations involving persons suffering from a medical condition or episode that may result in serious injury of death;
* Ability to handle persons suffering from altered mental state including mental illness and substance abuse;
* Is legally entitled to live and work in Australia;
* Willing to obtain a First Aid Certificate;
* Hold a current Australian drivers license;
* No transport industry experience is required as we are prepared to train and invest in the right candidates with the right attitude;
* Will always put our customers first;
* Ability to deliver exceptional customer service;
* Must be able to work well as part of a team in an autonomous environment;
* Must have flexibility to perform shift work;
* Must be able to perform shifts of up to 10 hours duration (or longer if overtime is worked);
* Has the ability to identify and solve problems in a structured and professional way;
* Ability to adapt to unexpected or changing situations;
* Able to operate effectively in stressful situations;
* Ability to act and behave with integrity and in accordance with KDGC’s code of conduct and values at all times and in such manner so as not to bring KDGC into disrepute or disrespect;
* Willing to render First Aid if required;
* Willing to take precautions against infectious diseases and hazardous items as required; and
* Ability to deal with potential exposure blood and bodily fluid.
Full time Customer Service Officer opportunities offered to existing part time CSO when they become available for those who are wanting to progress to full time hours.
As part of the recruitment processes at KD, pre-employment checks include reference checks, National Police Certificate and Rail Safety Worker Medical. Further to this, successful candidates will be required to provide a National Police Certificate where requested throughout employment and maintain their Rail Safety Medical status.
Given the nature of the position you have applied for and the duties and responsibilities that it includes, KD considers this to be a reasonable requirement. KD will assess a candidate’s and employee’s criminal record history against the inherent requirements of the relevant position before making a determination as to their suitability or otherwise for the role.
Keolis Downer is committed to creating a workplace that builds respect, promotes diversity and encourages inclusiveness.
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