Customer Controller

12 Month Fixed-Term Opportunity

V/Line’s purpose is to connect Victorians through safe, reliable, and accessible transport. We believe in giving all Victorians opportunities through travel and transport – connecting them to jobs, education, family and friends, services, tourism and trade.

V/Line is experiencing significant growth and we’re delivering more services, more trains, cheaper fares, and huge projects. With more than 3700 weekly train and coach services, an expansive freight network and unprecedented rail investment, millions of Victorians depend on us to deliver. You could be one of our 3100 committed team members who are up to the challenge.

About the role

The Customer Controller is a dynamic, real-time information management role within the Operations group, reporting to the Customer Control Supervisor.

Based in the Integrated Operations Centre (IOC), you’ll play a key role in disruption management, responding to service delays, breakdowns, overcrowding, and stranded customers by:

Coordinating alternate transport

Redeploying frontline staff

Gathering and interpreting crowd-sourced intelligence

Delivering clear, consistent customer information

You’ll also manage critical reporting and administrative tasks, ensuring accurate information, dashboards, and reports are delivered within strict timeframes to support timely decision-making.

This role is central to keeping services moving and customers informed in a fast-paced operating environment.

About you

You are adaptable, focused, and results-oriented, with the ability to provide accurate, real-time updates in time-sensitive situations. You thrive working on a rotating shift roster as part of a responsive team where no two days are the same.

Our ideal candidate will possess the following skills:

Proficient in Microsoft Office 365, including creating and managing content in Teams

Experience with Sprout Social, Whispir, and Content Management Systems is desirable.

Strong digital and technical capability

Accurate and detail-focused in data management and reporting

Effective critical thinker and problem solver

Clear and inclusive communicator, committed to improving the passenger experience

Demonstrated alignment with V/Line’s values of responsiveness, integrity, impartiality, accountability, respect, leadership and human rights

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.

About the roster

This position requires shift work, including early starts, late finishes, weekends, and public holidays as part of a regular roster cycle. Penalty rates apply in accordance with the V/Line Rail Operations and Administrative Employees Agreement 2023.

The salary for the role is classified as Clerk C5 under the same agreement, with a base salary of $107,798. It also attracts 5 weeks of annual leave and 20% leave loading.

Why V/Line

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.

We proudly acknowledge First Peoples of Victoria. We acknowledge their ongoing strength in practicing the world’s oldest living culture. We acknowledge the Traditional Owners’ lands, waters, and skies on which we live and pay respects to their Elders past and present.

At V/Line, safety is our priority. Successful applicants will undergo relevant pre-employment and medical checks to meet our safeworking standards.

Applications close: Tuesday, 7th October 2025