YT Customer Service staff

Authorised Officers (AOs) are employed by Yarra Trams to check tickets, report offences, help during special events and provide a high degree of customer service to ensure an informative, safe and friendly environment for the travelling public.

We currently have approximately 170 officers, supervisors and administrative staff. The average length of service in this team is just over 14 years.

The job

Authorised Officers are primarily based at five depots (Southbank, East Preston, Essendon, Glenhuntly and Kew) and patrol the network from first to last tram seven days a week. They report offences against the Transport Act, including behavioural and ticketing offences.

The role offers a mix of outdoor work on the tram network, as well as administrative office-based work.

To become an Authorised Officer, trainees must undergo extensive training and must abide by a strict code of conduct. Once all training courses have been successfully completed, trainees will be authorised by the Victorian Government to carry out duties as set out in the Transport (Compliance and Miscellaneous) Act 1983

Authorised Officers work on a roster with morning, afternoon and evening shifts. They work around the network but usually start and finish shifts at specific depots.

Code of conduct

Under the code, Authorised Officers must:

  • provide good customer service to all public transport customers
  • assist the travelling public with all aspects of public transport services which includes helping to ensure a safe network
  • act as a deterrent to vandalism, fare evasion and anti-social behaviour
  • report behavioural and ticketing offences against the Transport (Compliance and Miscellaneous) Act 1983
  • maintain the highest degree of integrity and professionalism at all times.

A guide to the recruitment process

1. Screening of applications

Our human resources team screens applications for critical elements relevant to the role, including:

- customer service experience

- drivers licence history

- availability

- agreement to our terms and conditions

- agreement to complete background checks

Unsuccessful applications will receive notification via email. Candidates that meet the criteria are shortlisted to attend an assessment centre.

2. Assessment centre A full day assessment that will include a number of group and one-on-one customer service based activities.
3. Interview with line managers A face-to-face behavioural interview with one or more team managers
4. Background checks Checks include a national police check (fingerprint), medical test (including drug urine screen), reference checks and probity check.
5. Interview with Department of Transport, Planning and Local Infrastructure The department will interview the officer to assess their suitability to become an Authorised Officer under the Transport (Compliance and Miscellaneous) Act 1983
6. Offer

A verbal offer, followed by relevant paperwork and documents pertaining to the offer is sent. The verbal offer will include details of location, start date and who to report to on the first day

7. 'On-boarding'

This will include a company induction before the start of training

Training

Authorised Officers are required to successfully complete a Certificate III in Public Transport Customer Service and Compliance.

Authorised Officers initial training takes 6 weeks (classroom based) and consists of:

  • conflict resolution skills
  • customer service
  • fares and ticketing
  • product knowledge
  • law and procedures as per the Transport (Compliance & Miscellaneous) Act 1983
  • Occupational Health and Safety
  • working in teams

Upon successful completion of the initial 6 week training period trainees become authorised to work as an Authorised Officer.  On the job training continues and when all of the course requirements have been completed, the trainees will be awarded with the Certificate III in Public Transport Customer Service and Compliance.  Completion of the full course takes approximately 12 months.

Volume of applications

Due to the number of applications we receive, the recruitment process can take several weeks. Please be assured that we will contact you with updates on the progress of your application as quickly as possible. We thank you for your patience.

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