2026 Talent Community - Service Officers, South West 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 2026 Talent Community - Services Officer, South West Line
This Expression of Interest (EOI) is for South West Line, Service Officer roles. Please note that we do not recruit Conductors externally.
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 for the remainder of the year.
Roles may be Full Time or Part Time and may be Permanent or Fixed Term. All Service Officer 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 South West Line, which may be up to 80 km from your home depot.
About the role
As a member of our Services Officer team, you are integral to the success of V/Line’s Customer Group.
Our Service Officers play a vital role in keeping V/Line moving and ensuring our passengers feel safe, supported, and welcomed. You’ll be part of a close‑knit team that works together to deliver excellent customer experiences every day.
Services Officers are often the first point of contact for our passengers. In this hands‑on role, you’ll assist with ticketing and Myki sales, make station and train announcements, coordinate coach movements, and support passengers during service disruptions. You’ll also help manage challenging situations calmly and professionally, ensuring everyone feels safe and respected. This also includes cleaning and presentation of the station.
You’ll keep an eye out for potential risks or hazards, report maintenance or equipment issues, and help ensure trains and stations are ready for service.
This roles operate on a 24/7 rotating roster, and depending on operational needs, you may work across various stations along the West 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:
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Ability to work a 24/7 rotating roster
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Strong face‑to‑face customer service skills and attention to detail
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A calm, adaptable approach and problem‑solving mindset
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A valid driver’s licence
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Completion of Year 10 or equivalent
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Ability to work a 24/7 rotating roster
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Strong face‑to‑face customer service skills with a high level of care and attention to detail
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A calm, flexible approach with the ability to problem‑solve in changing situations
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A valid driver’s licence
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Completion of Year 10 or equivalent
If your skills or experience don’t exactly match our listed requirements, we still encourage you to apply.
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We value diverse perspectives and believe in the potential for growth and development.
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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.
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Previous, recent face to face customer service experience
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Ability to work a 24/7 rotating roster
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Successful completion of year 10 or equivalent work experience
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A valid Victorian driver's license 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.
