About this role
<div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Role Purpose</H2> </div><div><p><strong>About This Opportunity</strong></p> <p> </p> <p>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:</p> <p> </p> <ul> <li>Provide accurate, clear, and up-to-date information about the tram network for people travelling or planning to travel</li> <li>Support and help facilitate the safe and efficient movement of trams and passengers across the network</li> <li>Respond promptly to passenger enquiries and provide effective assistance, ensuring they feel confident, safe, informed, and positive about their journey experience.</li> <li>Assist in preventing or resolving issues at stops and/or onboard trams</li> <li>Communicate clearly and promptly with other Yarra Trams team members regarding network disruptions or issues that may impact passenger experience</li> <li>Support passengers to confidently navigate and use Melbourne’s tram network</li> <li>Act as a front-line representative and advocate for Melbourne’s public tram network</li> </ul> <p> </p> <p><strong>About You</strong></p> <p> </p> <p>You will bring:</p> <p> </p> <ul> <li>A friendly and approachable manner and willingness to engage with passengers proactively</li> <li>Familiarity with the Melbourne public transport system (desirable)</li> <li>Strong verbal communication skills, with the ability to engage effectively with a diverse range of passengers and colleagues</li> <li>Confidence using a range of technology and resources to identify transport and travel options</li> <li>Ability to learn, understand, and clearly explain transport, ticketing, and network information</li> <li>Experience applying proactive and responsive problem-solving skills when managing customer concerns, complaints, or conflict</li> <li>Flexibility to follow direction and adapt to changing operational environments</li> <li>Strong interpersonal skills, with the ability to show empathy and deliver inclusive customer service to people from all backgrounds</li> <li>Ability to work collaboratively as part of a team, as well as independently when required, contributing to a “think like a passenger” culture</li> <li>Ability to manage personal responsibilities while adhering to relevant legislation, policies, and procedures</li> <li>A professional presentation and willingness to work shifts, overtime, and outdoors</li> <li>A valid driver’s licence (desirable)</li> </ul> <p> </p> <p>Applications close: 09 July 2026</p></div></div></div>