POSITION DESCRIPTION

POSITION DESCRIPTION

Position: Customer Service Attendant

Position No: Various

Classification: CSA

Directorate: Customer Service Delivery

Division: Regional

Reports to: Station Manager/Platform 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 fleet. 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

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 tothe Customer Service Attendant.

Key Accountabilities

 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 identification 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 flow and take the necessary corrective action to maximise customer convenience.

 Station Operations - Responsible for the effective and efficient 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 reflect 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 efficient 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 efficiently 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, fires and floods; 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 fleet to NSW TrainLink’s cleaning

standards. This may include watering and decanting. Stock and replenish fleet consumables. Provide inservice transit clean as required to maintain the optimum standard.

 Luggage/Cloakroom/Lost Property (at certain locations) - Provide a reliable, efficient and customer focussed, luggage and/or 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

compile/reference/despatch; Collect/send 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 self-development.

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

1. Effective customer service and communication skills.

2. Knowledge of NSW TrainLink’s customer service and safety standards.

3. Knowledge of relevant Legislation and Authority policies, procedures and guidelines for station operations.

4. Knowledge of EEO principles, the Ethnic Affairs Priority Statement, WHS and Environmental policies.

5. Commitment to ethical practices.

PERFORMANCE STANDARDS

Undertakes assigned tasks in order to deliver the product or service and satisfy customers Dimension

(Job Content) Full Performance Exceptional

Safety  Safety systems  Personal safety  Procedures  Standards  Technical competence

 Safety goals achieved through personal commitment, no harm to self or others & participation in safety initiatives

 Hazards and incidents identified and reported  Used safety management systems

 Safety principles, procedures and practices followed

 Competence for role achieved through required training

 Team role model for safety attitude

 Safety objectives exceeded

 New safety idea improved safety results

Customer

 Customer focus  Customer standards

 Customer service standards in the areas of timeliness, information, passenger safety & cleanliness understood and met

 Consistent and reliable results for customers achieved by following agreed methods & measures

 Self-discipline raised standards and delivered improved customer outcomes

 Immediate customer satisfaction achieved through use of initative

 Customer service approach adopted by others Financial  Completion of tasks  Use of resources  Process improvement  Costs  Quality

 Tasks completed as requested and quality standards met

 Agreed methods used to efficiently complete tasks

 Process improvements suggested  Costs considered when resources used

 Productivity established leading standard in team  Exceeded all agreed

objectives (PDP)

Leadership

 Self leadership  Teamwork  Communication

 Demonstrated behaviour consistent with enterprise values/ behaviours

 Change efforts actively participated in  Team purpose understood

 Learnt from mistakes

 Demonstrated awareness of own impact on others

 Relationships with peers and managers developed and maintained

 Effective communication with peers and manager contributed to teamwork and sharing

 Sought after to join other teams or for alternative roles

 Sought out by people above to get things done  Shared ideas and learnings

outside of own team  Anticipated and responded