What is your motivation in applying for the Customer Service Attendant position? What attributes do you have that will make you successful?

/ 5 NSW TrainLink POSITION DESCRIPTION Position: Customer Service Attendant Position No: Various Classication: CSA Directorate: Customer Service Delivery Division: Regional Reports to: Station ManagerlPlatfonn Manager Location: Various Health Assessment Category: Risk Category 3.A Date: June 2017 Primary Purpose The Customer Service Attendant will be required to undertake a broad range of station functions with a sound knowledge of policies. procedures and guidelines. Such functions will include train operations, customer service and station presentation. Organisational Environment NSW TrainLink provides intercity and regional rail services, and coach services to connect people and communities throughout NSW. We help to deliver integrated transport solutions and improved transport outcomes for the community and economy of NSW as part of the Transport cluster. A major focus area for the future is preparing for our new intercity train eet. It will provide the opportunity to meet our customer expectations of a modern and reliable train service. At the same time we are working towards improving the customer experience with initiatives such as providing up-to-date real time information and improving the cleanliness of our services and stations. We prioritise safety for our people and our customers to enable them to feel safe and secure whilst accessing our services. We continue to work towards providing a safe and secure environment for customers and staff to feel reassured. NSW TrainLink is committed to the Transport cluster's Values of Customer Focus, Collaboration, Integrity, Safety and Solutions. This commitment is guided by a set of Customer First principles on how we work together. 1. One Team - We value each other and actively work together 2. Choose Safety - We take actions so everyone gets where they are going safely 3. Presence - We know 'being there' makes a difference 4. In the know - We listen and share our knowledge with our customers 5. Own the solution - We find and deliver flexible solutions for our customers To support our priorities we will achieve customer outcomes with an engaged, capable and productive workforce that represents the diversity of our customer base. For more information, please visit our website at http://www.nswtrainlink.info/about us. Customer Service Attendant PD JUN 2017 Page 1 Transport NSW TrainLink Reporting Relationships The Customer Service Attendant reports directly to the Station Manager/Platform Manager along with the following positions. Duty Manager . Customer Service Team Leader (Qualified) Customer Service Team Leader . . . Customer Service Attendant (Qualified) Cleaner in Charge . Cleaning Attendant No positions report to the Customer Service Attendant.Key A ccoun tabftfes Teamwork Work cooperatively within a team, exchange information and assist other team members to achieve team objectives and work outcomes. Safety - Comply with the System Requirement, Safety Responsibilities, Authorities and Accountabilities within the Safety Management System. Ethics and Probity - Promote and adhere to the Public Sector Values of Integrity, Trust, Service and Accountability, and the organisation's Code of Conduct and manage business processes to ensure the proactive identication of risk and the review and improvement of systems designed to minimise or eliminate fraud and corruption. Customer Service - Deliver customer service, which meets NSW TrainLink's service standards. Ensure customer complaints are resolved promptly and effectively. Maintain a professional image in dress, appearance, and manner. Ensure customers with special needs are adequately provided for. Monitor customer ow and take the necessary corrective action to maximise customer convenience. Station Operations Responsible for the effective and efcient operation of delegated areas. This may include: Station premises and surrounds, barriers and gate arrays, platforms and signal box. Station Presentation - Ensure station presentation and hygiene is maintained to reect a positive image that meets or exceeds NSW TrainLink's standards, utilising a variety of cleaning equipment. Acknowledge through effective work practices NSW TrainLink's commitment to environmental protection. Security - Monitor and respond to safety and security incidents including CCTV and keep accurate records. Safeguard cash, valuables, equipment, and property within area of responsibility. Marketing and Promotions - Be aware of the station's marketing plan and business strategies. Be supportive and proactive in the implementation of these plans and strategies. Encourage and develop business growth through the provision of excellence in customer service and the promotion of NSW TrainLink products and services. Revenue Protection - Issue tickets and minimise opportunities for fraud and revenue loss. Ticketing (at certain locations) Responsible for the efcient dispensing of manual and automatic tickets and other products. Compile handovers and daily accounts. Replenish and service TVM's as required. Maintenance Identify and report maintenance issues in areas under responsibility and resolve within areas of competency. Have input into and support station maintenance plan. Have input into station upgrading. Maintain appropriate maintenance records. Change Management - Support the management of change in line with local industrial agreements to ensure business objectives are met. Communication - Respond efciently and effectively to enquires by selecting appropriate forms of communication to meet staff and customer needs. Maintain effective communications with staff and customers including those with special needs. Provide a communication service to customers verbally, electronically or in writing. Communicate with community groups, commuter groups, and schools to promote and maintain NSW TrainLink's image. Stores - Monitor stores, stationery, and assets to minimise waste. Ensure proper storage of materials and equipment. Make recommendations for purchases in accordance with purchasing and procurement policy. Ensure compliance with manufacturer's instructions for cleaning materials. Participate in stock counts. Legal - Comply with, and observe all policies and practices relating to The Rail Safety Act, Equal Employment Opportunities, WHS Act, environmental responsibilities and any other legislation in current use. Emergency - Respond to emergencies, implement emergency procedures. Maintain competency and familiarity with role and function of station emergency plan. Procedures may relate to: Operational delays and failures such as derailments; Bus and taxi working in lieu of rail services; Natural disasters such as washaways, res and oods; Placement of emergency train operations signage [for train crew]; Crowd control; Customer assistance; Evacuation. Real Estate - Have input into new leases and lease renewals. Report any breaches by lessees, which impact, on customer service delivery. Assist the Station Manager in the management of leases eg. Meter readings. Industrial Relations - Promote harmonious industrial relations and observe agreed dispute settlement procedures Budgets - Be aware of and adhere to station budgets and provide input and assistance as requested. Train Running - Monitor train running. Participate in remedial action when required to maintain on time running and service standards. Be aware of connections. Seek guidance for altered running. Transpose train runs as directed. Give right of ways in a prompt and safe manner, being aware of customer service responsibilities. Be aware of trackwork and Special Train Notices. Maintain correct and accurate train indicators and make necessary public address announcements. Safeworking (at certain locations) - Ensure correct procedures are carried out in accordance with safeworking manuals. Fleet Presentation (at certain locations) - Maintain eet to NSW TrainLink's cleaning standards. This may include watering and decanting. Stock and replenish eet consumables. Provide inservice transit clean as required to maintain the optimum standard. - LuggagefCloakroomILost Property (at certain locations) - Provide a reliable, efcient and customer focussed, luggage andior cloakroom service. Book passenger luggage, observing luggage regulations. Accept, receive, secure, safeguard and deliver cloakroom items. Comply with all policies and regulations relating to luggage, lost property, and cloakroom services. Freight Services (at certain locations) - Provide an accurate and accountable service embracing the following tasks: Wagon book - entrylreferencing; Consignment notes - Customer Service Attendant PD JUN 2017 A Transport NSW TrainLink compilelreferenceidespatch; Collectisend Train Consist Forms; Arrange for supply of wagons for their placement and release. Key Challenges The challenge faced by the Customer Service Attendant is to participate in a work environment where quality customer service and station presentation is maintained at the highest achievable standards. Ensure accurate and timely information is available. Participate in change and engage in selfdevelopment. Key Relationships This role will be required to interface on a regular basis with other teams across NSW TrainLink and the Transport cluster, as well as operating agencies such as Sydney Trains, State Transit Authority and Roads and Maritime Services and other government agencies. Selection Criteria Effective customer service and communication skills. Knowledge of NSW TrainLink's customer service and safety standards. Knowledge of relevant Legislation and Authority policies, procedures and guidelines for station operations. Knowledge of EEO principles, the Ethnic Affairs Priority Statement, WHS and Environmental policies. . Commitment to ethical practices. Understanding of basic computer operations and NSW TrainLink's software standards. Our customer service teams are responsible for: Delivering the highest standard of customer service and upholding our organisational values and behaviours in every interaction Practising the required safe-working rules and adhering to NSW TrainLink and network regulations and operational procedures. Assisting with station operations including ticketing. Monitoring and maintaining station cleanliness. All about the roles Station-based customer service jobs require you to be across a mixture of operations and customer service tasks. \"Everyday there's something that makes you proud about working here.\" Michaela, Customer Service Team Leader, Sydney Regional Being visible and accessible Being visible and accessible for our customers at stations helps us ensure a great customer experience; we're available for any questions and to help ensure our customers are well Looked after while using our services. Customer safety Ensuring safety is our number one priority in delivering great customer service. Safe customer journeys start from the moment customers arrive at our stations, right through to the end of their trip. Crowd management Ensuring customer journeys run as smoothly as possible means being ready for growing customer numbers and peak periods. To manage crowds and thoroughfares, you may work as part of a fast track team, helping move customers off and on board. Rail safety You will manage platforms and train running for up to 12 trains per hour, per platform in peak hour at operationally significant stations and ensure customer safety when alighting and joining trains. Announcements Communicating information about train services, destinations, delays, connecting services, convenient routes, other means of transport, attractions and answering customer enquiries helps us ensure our customers are informed of the latest updates while using our services. Using technology Technology including company- issued iPhones, iPads and Platform Hubs at stations will help you provide customers with directions, train times and other important information, as well as logging any station safety or security issues. Opal ticketing You will assist customers with enquires about the Opal ticketing and system including how it works, where to purchase Opal cards and how to top up. Mobility support You will assist customers with mobility issues and disabilities including preparing the wheelchair ramp for customers boarding and disembarking trains. This can also include prams. Cleaning Keeping our station environments is important in assuring our customers have a great experience. Emptying bins, sweeping platforms, picking up litter, cleaning bathrooms, and performing Work Health and Safety (WHS) cleans (e.g. vomit, urine, blood) when necessary. Some stations have dedicated cleaning teams, however customer service roles need to be willing and able to undertake cleaning functions when required. Critical incidents While uncommon, working at a station means you may witness traumatic incidents while on the job. It's important to understand the vital role you play as part of the overall incident and response management of these events. We do everything in our power to minimise these risks and offer extensive support to employees in the event of an incident. The working environment Working in one of our station customer service teams is not a standard 9-5 job; it's a varied and constantly changing role. The unique working environment is not suited to everyone and takes time to adapt to. Like any job, there's a lot more to our customer service roles than meets the eye. We're a friendly and caring bunch and we have a lot of fun, however being a customer service team member also has its unique challenges. For example: 0 @ [p3 0 We work around the clock and travel great distances, which means late nights, early mornings, working weekends and public holidays. We deal with challenging situations that require us to think on our feet and make critical decisions under pressure. We do our best to meet the expectations of the hundreds of customers that travel every day by communicating clearly and always putting safety first. We do whatever it takes to make sure our customers have the best possible experience as they travel across our network. It takes a special type of person -resilient, dependable and organised.About NSW TrainLink We're all about creating connections. People, places. communities, opportunities. We are here to help people get where they're going. NSW TrainLink is one of Transport for NSW's key operating agencies. NSW TrainLink's services provide vital connectionshelping our state go further and think bigger. It's not just about taking people outside of Sydney, it's about how NSW TrainLink supports regional communities to grow, develop and become successful places that are easily accessible to regional centres or major cities. Our services connect communities with the things that are important to them, such as medical, educational, and leisure services, shopping and visiting loved ones. Tra i n Li n k values Our core values and customer first principles help shape our behaviours so that we can work together to deliver better outcomes for customers. LE3 Collaboration We value each other and create better outcomes by working together. Customer focus We place the customer at the centre of everything we do. Integrity We take responsibility and communicate openly. Safety We prioritise safety for our people and our customers. Solutions We deliver sustainable and innovative solutions to NSW's transport needs