Customer Controller

As an IOC Customer Controller, you will operate in a fast-paced, 24/7 environment making real-time decisions to manage service disruptions and maintain customer experience. You will play a critical role in delivering safe, reliable services and driving continuous improvement through incident analysis and stakeholder collaboration. • Leading real-time disruption response and coordinating service recovery • Managing critical communications across internal teams and stakeholders • Overseeing coach operations, including replacements and accessibility needs • Acting as the public-facing voice during incidents across multiple channels • Assessing and escalating safety-critical issues and customer impacts • Supporting stations, monitoring crowding, and coordinating frontline responses

Key accountabilities include: Incident Response & Operations • Lead real-time response to service disruptions, assessing impacts and coordinating recovery actions • Deliver disruption management plans, including coach replacements and alternative transport options • Provide timely, accurate operational updates to key stakeholders and support decision-making • Monitor network conditions, including crowding and safety risks, and escalate where required • Collaborate with internal teams to manage service changes, delays, and customer impacts • Contribute to incident reporting, analysis, and continuous improvement initiatives

Customer Information & Experience • Deliver clear, real-time travel updates across digital platforms (app, website, PIDS, social media) • Plan and communicate information for planned disruptions and special events • Monitor coach operations and intervene to resolve issues such as delays, overcrowding, and accessibility needs • Support station teams with announcements, guidance, and escalation support • Ensure consistent, customer-focused communication during incidents • Use feedback and insights to improve disruption response and customer experience

Demonstrated experience working in a dynamic operations environment, including emergency response, service disruption, and day-of-operations management.

Demonstrated experience with Microsoft Office applications (e.g., Excel, Word, Outlook) with strong attention to detail and accuracy.

Ability to work a 24/7 rotating roster in a continuous operational environment, including nights, early/late shifts, weekends, and public holidays.

Ability to meet role requirements through full on-site attendance across all rostered shifts in a live operational environment

If your skills or experience don’t exactly match our listed requirements, we still encourage you to apply. We value diverse perspectives and believe in the potential for growth and development. In addition to free myki travel, we offer: • Community impact – Make a genuine difference. Work in a role that connects Victorians, every day. • Huge potential – We’re transforming, and you can too. Be a change maker, recognised for your contribution and creativity. • Dynamic environment – V/Line operates in a constantly changing space. Join a fast-paced and exciting organisation. • Collaborative team – You’ll be part of a broader supportive team. Surround yourself with talented, passionate peers. • Flexible working – We support flexible working. Work in a way that supports you to thrive in your role. We are committed to ensuring a comfortable and accessible recruitment experience. If you need any adjustments or have specific accessibility requirements at any stage of the process, please contact our Talent team at [email protected] or 1800 800 007 for confidential support. As an equal opportunity employer, V/Line is committed to creating a diverse, inclusive and respectful workplace and network that reflects the communities we serve. We accept and value the contributions of all our employees regardless of gender, ethnicity, sexual orientation, religion, age or disability. We are also proud to be endorsed by Work 180 as a great place for women to work, second year in a row. V/Line are proud to be a part of the Department of Transport & Planning's Yani Bangal Transport and Planning Portfolio First Peoples Careers Strategy 2023-2028. We take this opportunity to welcome and encourage applications from First Peoples. At V/Line, safety is our priority. Successful applicants will undergo relevant pre-employment and medical checks to meet our safe working standards. V/Line is also a proud Child Safe employer.

This position will be paid in line with the V/Line Rail Operations and Administration Employees Agreement 2023 The selection process may include aptitude assessments, a behavioural interview and a medical risk category 4 check.