Customer Services Team Leader

The Melbourne Metro Rail Authority is responsible for delivering the Metro Tunnel. The project will deliver: * Twin nine-kilometre rail tunnels from the west of the city to the south-east as part of a new Sunbury to Cranbourne/ Pakenham line * New underground stations at Arden, Parkville, CBD North, CBD South and Domain * Train/tram interchange at Domain * High capacity signalling to maximise the efficiency of the new fleet of High Capacity Metro Trains The $10.9 billion Metro Tunnel will free up the City Loop so more trains can run in and out of the city. MMRA is an Administrative Office established in relation to the Department of Economic Development, Jobs, Transport and Resources. The Head of the Administrative Office is the Coordinator-General.
Job Details
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Department: Melbourne Metro Rail Authority
Work Type: Fixed term - full time
Job Function: Communications, Marketing and Media
Classification: VPSG5
Work Location: Melbourne - CBD
Reference: VG/001358
Closing Date: 26-Mar-2017
Salary Range: $90,890 - $109,969
Job Duration: up to three years
Attachments: MM PD - VPS5 Customer Services Team Leader.pdf (PDF, 155KB)

Contact: Levina Honeyman - Senior HR Advisor
9027 5762

Position Details

Reporting to the Manager Communications and Stakeholder Relations, the Customer Services Team Leader will manage the delivery of the customer focused strategy for the Metro Tunnel Project. The position is responsible for implementing the Melbourne Metro Rail Authority’s customer service strategies and protocols to ensure project stakeholders, transport customers and community members are provided with outstanding service. Responsibilities include overseeing the operation of the Metro Tunnel information hub, ensuring an effective relationship with our call centre and stakeholder database providers and managing and reporting on customer service performance and public correspondence. The position works closely with members of the communications and stakeholder relations, legal and project teams, appointed contractor engagement teams, as well as other transport stakeholders, to achieve outstanding outcomes.

How to apply

Please include a Cover Letter, CV and response to Key Selection Criteria. We want to know why you want to work at the MMRA, why you are interested in the role, and, taking into account the Key Selection Criteria as a whole, how your skills, knowledge, experience and qualifications are applicable to the role.

Visit to find out more about this exciting project.

For a confidential discussion, please contact Ross Walker (Manager, People and Performance) on (03) 9027 5760.

Applications close 11.59 pm Sunday 26 March 2017.

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