Job Description
V/Line's purpose is to connect Victorians through protected, 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 **** 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 **** committed team members who are up to the challenge.
About the role
As an IOC Customer Controller, you will operate in a fast-paced, 24/7 environment making real-time decisions to manage service disruptions and maintain customer experience.
You will play a critical role in delivering secure, reliable services and driving continuous improvement through incident analysis and stakeholder collaboration.
Leading real-time disruption response and coordinating service recovery
Managing critical communications across internal teams and stakeholders
Overseeing coach operations, including replacements and accessibility needs
Acting as the public-facing voice during incidents across multiple channels
Assessing and escalating safety-critical issues and customer impacts
Supporting stations, monitoring crowding, and coordinating frontline responses
Key accountabilities include: Incident Response & Operations
Lead real-time response to service disruptions, assessing impacts and coordinating recovery actions
Deliver disruption management plans, including coach replacements and alternative transport options
Provide timely, accurate operational updates to key stakeholders and support decision-making
Monitor network conditions, including crowding and safety risks, and elevate where required
Collaborate with internal teams to manage service changes, delays, and customer impacts
Contribute to incident reporting, analysis,



and continuous improvement initiatives
Customer Information & Experience
Deliver clear, real-time travel updates across digital platforms (app, website, PIDS, social media)
Plan and communicate information for planned disruptions and special events
Monitor coach operations and intervene to resolve issues such as delays, overcrowding, and accessibility needs
Support station teams with announcements, guidance, and escalation support
Ensure consistent, customer-focused communication during incidents
Use feedback and insights to improve disruption response and customer experience
Location + Shifts
This is a fulltime on-site requirement due to the operational environment, working a 24/7 rotating roster including nights, early/late shifts, weekends, and public holidays 365 days a year.
About you
You bring experience working in a fast-paced operational disruption environment and are comfortable working rotating rosters to support 24/7 business needs within the IOC.
Our ideal candidate will possess the following:
Demonstrated experience working in a dynamic operations environment, including emergency response, service disruption, and day-of-operations management.
Demonstrated experience with Microsoft Office applications (e.g., Excel, Word, Outlook) with solid attention to detail and accuracy.
Ability to work a 24/7 rotating roster in a continuous operational environment, including nights, early/late shifts, weekends, and public holidays.
Ability to meet role requirements through full on-site attendance across all rostered shifts in a live operational environment
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 ****** *** 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 .
We take this opportunity to welcome and encourage applications from First Peoples.
At V/Line, safety is our priority.
Successful applicants will undergo relevant pre-employment and medical checks to meet our safe working standards.
V/Line is also a proud Child Safe employer.
This position will be paid in line with the V/Line Rail Operations and Administration Employees Agreement ****
The selection process may include aptitude assessments, a behavioural interview and a medical risk category 4 check.
Applications close: Thursday 22nd Oct **** #J-*****-Ljbffr

📌 Customer Controller (Melbourne)
🏢 the original
📍 Melbourne