Customer Engagement and Ticketing Officer

Customer Engagement and Ticketing Officer's, also known as Network Officer's, play a critical front-line role in the provision of customer service.

This position will also provide revenue protection, transport information, and foster passenger and driver safety.  

You will engage with diverse audiences, including school children, and navigate various scenarios where quick thinking and assertiveness are essential.

Your strong communication skills will be critical in this role. It is important to maintain empathy while also being able to grasp the broader perspective when confronted with difficult interactions with the public. This entails ensuring composure and adopting a customer service approach rather than exhibiting imposition, forcefulness, or frustration.

You are actively engaged in this role, constantly on your feet and in motion. You will travel on the bus network and provide a presence at bus stops and transport interchanges.

You will work with a partner and be part of a greater team, wearing a uniform that includes a body camera.

This role is based on a rotating roster including day and afternoon shifts, with some weekend work. 

You will receive extensive training and support before deployment.

Your responsibilities include:

• Provide high-quality customer service and assistance to passengers travelling on local services and the broader Translink network
• Educate customers about the use of ticketing products and the Translink network
• Participate in community engagement programs or activities
• Checking customers have paid for the service
• Issuing Penalty Infringement and Warning Notices
• Enhance passenger and driver safety by maintaining a visible presence onboard bus service
• Complete daily reports on activities and incidents

We seek applicants with the following skills and attributes:

• Excellent communication skills and ability to build rapport
• The ability to remain calm in tense situations and exercise good judgment
• Conflict resolution skills and the ability to de-escalate and resolve situations
• Teamwork
• Well-presented, polite and courteous
• Assertive and able to ask customers
• Ability to follow set procedures and policies
• Ability to work with minimal supervision
• Ability to write reports

Shortlisted candidates will be required to pass medical and psychological pre-employment testing and police background check.

This is offered as a permanent full-time position.

The role will require shifts to be worked at our Sunshine Coast depots.