Talent Community - Service Officers and Conductors, Northern Line

Talent Community - Service Officers and Conductors, Northern Line

•    No rail experience necessary, full paid training provided
•    Paid training, including a Certificate 3 in Rail Customer Service
•    Attractive hourly rate, plus super and free Myki

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 Talent Community - Service Officers and Conductors, Northern Line

This Expression of Interest (EOI) is for the Northern Line.

We may begin screening and reviewing CVs as applications are received. Applications will continue to be assessed as new vacancies arise, and we will contact those who appear to be a strong match. If you progress through the initial screening stage, we will keep your application on file. Our roles may be full time or part time, permanent or on a fixed term contract. All roles require availability for a 24/7 rotating roster.  You may nominate preferred stations; however, please be aware that you may be required to work at any station along the Northern Line, which may be up to 80 km from your home depot.

About the roles

Service Officer

As a Services Officer or Conductor, you are integral to the success of V/Line’s Customer Group.

Our Services Officers are the first point of contact for our passengers. This hands-on role will see you selling Mykis, making announcements, coordinating coach activities and de-escalating situations as they arise while making sure that all V/Line passengers are provided with fantastic customer service. You'll need to stay on the lookout for any risks or hazards around the station, ensuring that the station is neatly presented and always well maintained.

Conductor

Our Conductor role is based onboard our trains primarily responsible for the safety of all those onboard. This position requires you to keep in constant communication with the driver via radio, staying up to date with passenger numbers of those boarding and alighting at each stop and capture this data in various V/Line apps. You'll also be administering first aid and spot cleaning the train as required, the whole time providing exceptional customer service to all our passengers.

We encourage you to nominate your preferred role during the application process. As part of our merit-based recruitment process, candidates are assessed against the requirements of all available opportunities and may be considered for a different role that best aligns with their skills and capabilities.

Service Officer key accountabilities include:

•    Assist customers with ticketing, fares and luggage.
•    Ensure trains are prepared and ready for service.
•    Report equipment and facility faults.
•    Support customer needs during service disruptions and emergencies.

Conductor key accountabilities include:

•    Provide onboard customer information and PA announcements.
•    Conduct ticket inspections, fare management and sales.
•    Manage train departures, platform operations and coach duties.
•    Lead responses to service disruptions, incidents and emergencies.
•    Report operational, equipment and facility issues.

These roles operate on a 24/7 rotating roster, and depending on operational needs, you may work across various stations along the Northern line (within 80 km of your home depot). We provide training, clear procedures, and strong team support to help you succeed across all shifts As part of V/Line’s Customer Group, you’ll be trusted with real responsibility and supported to build confidence, resilience, and capability in a fast paced, people focused environment.

About you

A customer focused professional, you are reliable, approachable, and take pride in delivering positive experiences for others. You communicate with confidence and empathy, remain calm under pressure, and enjoy working in a supportive team environment where no two days are the same. You value working for an organisation that genuinely cares about your wellbeing and professional growth. You’re adaptable, emotionally resilient, and able to handle challenging interactions while maintaining professionalism and perspective.

Key requirements include:

•    Ability to work a 24/7 rotating roster
•    Strong face to face customer service skills and attention to detail
•    A calm, adaptable approach and problem solving mindset
•    Completion of Year 10 or equivalent

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.

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

We value people who are reliable, supportive of their teammates, and open to learning. If you’re looking for a role where no two days are the same and where your contribution truly matters, we’d love to hear from you.

To be considered for entry into the selection process for this role, applicants must meet the following ‘key selection criteria’, which forms part of our merit-based recruitment process.

•    Demonstrated face-to-face customer service knowledge and experience.
•    Live within an acceptable distance from the station to support safety and effective fatigue management (circa 40km).
•    Have the ability to exert up to 23kg of force on occasion (e.g. lifting items up to 10kg, squatting and/or bending, standing for extended periods). This will be assessed via the medical check outlined below.
•    Valid Victorian Drivers Licence and reliable vehicle

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.

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.

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.

Remuneration for this position will be in line with the V/Line Rail Operations and Administrative Employees Agreement 2023.