Network Officer - Hornibrook Bus Lines

Permanent full-time opportunity

• Competitive salary package for the right candidate with employee benefits program
• Located at Clontarf, on the Redcliffe Peninsula

Are you passionate about making a positive impact on your community and ensuring the safety and security of passengers? We are looking for both women and men with strong customer service skills to join our team as Network Officers. As a member of Hornibrook Bus Lines – Keolis Downer, you will play a key role in providing exceptional customer service, safety and security to public transport users across our public transport network.

We are seeking two Network Officers to join the team in our business to contribute to be responsible for monitoring and enforcing passenger compliance with the Translink Ticketing Policy whilst ensuring the safety of passengers is maintained. The network officer is also responsible for protecting revenue by performing revenue protection and compliance activities in accordance with Translink policies and procedures; (for example, educate customers of ticketing products, use ticketing equipment to check tickets) and issuing Penalty Infringement Notices, Warning Notices and Verbal Warnings in line with government legislation and company policy. Reporting to the Network Officer Supervisor on operational activities and participate in briefings to identify customer behavioural trends, assisting in proactive deployment of resources to tackle and minimise fare evasion.

The Role

• Responsible for monitoring and enforcing passenger compliance with the Translink Ticketing Policy .
• Role will exercise powers of an ‘authorised person’ under section 111(2) of the Transport Operations (Passenger Transport) Act 1994.
• Role requires the wearing of a Body Worn Camera on all deployments and abidance of the Body Worn Camera Policy and Procedure.

General

• Responsible for internal reporting as required within this role reporting to the Network Officer Supervisor.
• Responsible for meeting Key Performance Indicators (KPIs) under the Funding Agreement with Translink. Responsible for any other duties as required pertaining to network management projects.

Safety

• Responsible for promoting the safety of our passengers and drivers by monitoring passenger behaviour whilst travelling on the network and being responsible for ensuring the safety of passengers is always maintained.
• Responsible for enhancing passenger and driver security by maintaining a visible presence on-board bus services and bus stations in the serviced area.

Customer Service

• Responsible for providing customers with information about local services and the broader Translink network and providing high-quality customer service and assistance to passengers travelling on Hornibrook Bus Lines route services and educating customers about the use of ticketing products and the TransLink network to ensure a positive public transport experience.
• Participating in community engagement and education programs at schools within the service area to promote safe use of services in accordance with the Code of Conduct for Students.

Revenue Protection

• Responsible for monitoring and enforcing passenger compliance with the Translink Ticketing Policy whilst ensuring the safety of passengers is maintained.
• Protecting revenue by performing revenue protection and compliance activities in accordance with Translink policies and procedures; (for example, educate customers of ticketing products, use ticketing equipment to check tickets).
• Issuing Penalty Infringement Notices, Warning Notices and Verbal Warnings in line with company policy. Reporting on operational activities and participate in briefings to identify customer behavioural trends, assisting in proactive deployment of resources to tackle and minimise fare evasion.

What we offer you

• Competitive wage with excellent working conditions.
• Employee benefits program.
• Great team culture, which is friendly, positive and safety-first.
• The opportunity to showcase your current skills and knowledge in a new challenging role with exposure to a national and international transport brand with Keolis Downer.

What we are looking for

The ideal candidate will have experience as being part of a high performing team, possessing strong analytical and critical thinking skills and excellent customer service skills.

The Ideal Candidate will have:

• well-developed communication skills to communicate with people from diverse social and cultural backgrounds
• the ability to remain calm and respond appropriately and exercising good judgement
• working in high pressured environments
• possessing conflict resolution skills to de-escalate and resolve situations
• having the ability to think on your feet and problem solve
• contributing to a positive, dynamic team and working culture
• providing customer service preferably within the Transport Industry, with adequate knowledge of applicable legislation, codes of practice and standards
• ability to build relationships with the aptitude to work within a team or independently
• capable of communicating clearly and concisely both verbally and through written reports.

Additional desired qualifications/experience

• Current Open “C” drivers licence required
• Qualified in First Aid and CPR (or willing to obtain)

About us

The Hornibrook Bus Lines is a subsidiary of Keolis Downer who is Australia’s largest private provider of multi-modal public transport of light rail, ferry and bus operations.

Keolis Downer has a long-term commitment to Australia and New Zealand and aspires to be the partner of choice for public transport authorities by delivering on our commitment to think like a passenger. At the heart of this approach, we work closely with our clients, the community, and our customers to understand their objectives. We then work in partnership to deliver a shared vision for a city or region.