Customer ControllerBourke Street, MelbournePermanent Full TimeV/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 **** 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 roleAs 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.Leading real-time disruption response and coordinating service recoveryManaging critical communications across internal teams and stakeholdersOverseeing coach operations, including replacements and accessibility needsActing as the public-facing voice during incidents across multiple channelsAssessing and escalating safety-critical issues and customer impactsSupporting stations, monitoring crowding, and coordinating frontline responsesKey accountabilities include:Incident Response & OperationsLead real-time response to service disruptions, assessing impacts and coordinating recovery actionsDeliver disruption management plans, including coach replacements and alternative transport optionsProvide timely, accurate operational updates to key stakeholders and support decision-makingMonitor network conditions, including crowding and safety risks, and upscale where requiredCollaborate with internal teams to manage service changes, delays, and customer impactsContribute to incident reporting, analysis, and continuous improvement initiativesCustomer Information & ExperienceDeliver clear,



real-time travel updates across digital platforms (app, website, PIDS, social media)Plan and communicate information for planned disruptions and special eventsMonitor coach operations and intervene to resolve issues such as delays, overcrowding, and accessibility needsSupport station teams with announcements, guidance, and escalation supportEnsure consistent, customer-focused communication during incidentsUse feedback and insights to improve disruption response and customer experienceLocation + ShiftsThis is a fulltime on-site requirement due to the operational workplace, working a 24/7 rotating roster including nights, early/late shifts, weekends, and public holidays 365 days a year.About youYou 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 strong 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 environmentIn 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 workplace – 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 or 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 ****
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📌 Customer Controller (Melbourne)
🏢 V/Line
📍 Melbourne