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The Role of a Transport Officer

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Role Overview The role of a Transport Officer is unique. Transport Officers are out and about travelling the network on a daily basis. While a large part of the role is proving exceptional customer service, you are also responsible for revenue protection. Transport Officers are not a security function. Requirements: To be considered for the role you must: • Hold a current valid unrestricted Australian Driver’s Licence • If successful, provide evidence that you hold a current Senior

First Aid certificate or be willing to obtain a Senior First Aid certificate at your own cost prior to commencing

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You are the Face of Transport You must be visible, accessible and approachable to customers at all times. Transport Officers operate across all modes of transport including Sydney Trains, NSW TrainLink, Buses, Lightrail, Ferries and Metro giving you exceptional insight across the transport cluster and the opportunity to help customers. The role of a Transport Officer is unique. Transport Officers are out and about travelling the network on a daily basis. While a large part of the role is proving exceptional customer service, you are also responsible for revenue protection.

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Technology To perform your role you will need to utilise technology. As a Transport Officer you are issued with a Smart Phone to check Opal cards, record interactions and incidents and utilize to assist customers. You must be visible, accessible and approachable to customers at all times.

Sydney Trains employees must present themselves in a professional manner including: • Wearing your designated uniform • Look presentable (clean shaven, hair neat and tidy, clean uniform)

Uniform and Grooming Standards

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The Role – Revenue Protection

Ticketing: • Assist customers with enquiries about the Opal

ticketing system which includes: • Educate customers on options including Opal

and ContactlessPay including how it works, where to buy and how to top up

Revenue Protection: • Check customer’s have paid the correct fare

on trains, at stations, on ferries and buses. • Educate customers on conditions of travel and

issue cautions or penalty notices if

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It’s all about customer service……

Be involved in Special Events such as: • Easter Show • Vivid • New Years Eve Assist customers with: • Directions • Timetable information • Ticketing enquiries

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It’s all about customer service……

• While more than 95% of our customers do the right thing by adhering to the conditions of travel including paying the correct fare, you will interact with some who don’t

• Transport Officers are there to educate customers on the conditions of travel, but will also need to issue cautions and fines to customers who don’t.

• Issuing customers with a $200 fine for non-compliance can be challenging and requires exceptional conflict resolution and customer service skills.

• Before you apply, please consider the following: How comfortable do you feel about having to issue customers with fines and how comfortable are you resolving interactions with agitated customers on a daily basis?

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The Work Environment • Whilst Sydney Trains operates 24/7 365 days of the year, Transport Officer are generally rostered off on all public holidays

• The role is physically demanding. You can be required to stand for long periods of time, walk on moving trains and up and down many sets of stairs.

• Transport Officers work in teams of up to 6 officers.

• You will need to be reliable and attend your shifts on time

• Required to work rotating rosters with varied shift times across morning and afternoon shifts.

• The shift times are determined. As shifts are rostered there is little flexibility to work around your schedule (e.g. University classes, a second job)

• Full Time employees work 76 hours per fortnight

• Sydney Trains have a Fatigue Management policy to support staff

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Typical Shifts and Hours of Work

• Morning shifts commence from 5am

• Afternoon shifts finish no later than 10pm

• Required to work rotating rosters with varied shift times across morning and afternoon shifts and some weekends.

• This role requires you to work to a work-issued roster.

• After your initial training you may be eligible for field starts meaning you will start and finish your shift at a station near your home location to offer you a better work/life balance

• Full Time employees work 76 hours per fortnight

• Sydney Trains have a Fatigue Management policy to support staff

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Benefits, Entitlements and Policy

Transport Officers commence on a starting grade RC2 A $63,312

In addition to the annual salary employees receive: • 9.50% superannuation • Penalty rates (as applicable) • Shift allowances (as applicable) • Annual leave loading • Overtime (when required) • Annual pay increases, currently 3%

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Benefits, Entitlements and Policy continued…..

All Sydney Trains employees receive an employee travel pass on NSW Public Transport system including: • Sydney Trains • NSW Trains (NSW Trainlink) • State Transit Buses • Sydney Ferries • Sydney Metro

Leave Entitlements include: • Annual leave: 5 weeks per year (shift workers) • Long service leave: 2 months after 10 years of service • Maternity leave: 14 weeks • Sick leave: 15 days per year

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Medical and Fitness Assessment

Transport Officer require a Category 3 Medical Assessment This is a complete physical assessment that includes: • Hearing test • Drug and alcohol screening • Health questionnaire • Conditions that could cause loss of vigilance such as psychological or sleep disorders • Conditions that could cause collapse such as diabetes or epilepsy • Musculoskeletal capacity • If further tests or medical opinions are required this will be at your own cost • This medical is subject to change pending Sydney Trains requirements

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Medical and Fitness Assessment

As part of your pre-employment health assessment, Sydney Train’s drug and alcohol policy requires you to register a negative urine drug screen and a breathe reading of 0.00g/100ml.

Sydney Trains has a zero tolerance Drug and Alcohol Policy • Protects the health and safety of all employees, customers and the general public • Aims to minimise accidents, incidents or injuries due to the misuse of drugs or alcohol • Sydney Trains conducts random drug and alcohol testing Consequences of being caught under the influence are severe: • Dismissal and loss of employment benefits • Up to six months imprisonment • Criminal charges • Discipline action

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Transport Officer Training:

Transport Officer training is a combination of off-the-job and on-the-job training.

• Off-the-job training: The initial training is classroom-based at TfNSW Training College located in Petersham and runs for 3 weeks.

• On-the-job-training: Following the classroom-based training you will be assigned to a team and receive on-the-job-training

• You are accountable for your own learning journal and demonstrating the appropriate skills, knowledge and attitude.

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We look forward to receiving your application!