Dear community members This is an opportunity for you, if you think it is meet the requirements, If yes, for future information please contact Alice Hodder Job Mentoring Service Coordinator at English Language Partners Wellington Inc PH: 04 384 1992 The role is part-time, guarantee of 20 hours per week, Monday to Friday with the opportunity to pick up extra hours in the weekend and school holidays. Hourly rate is $16.44 per hour and it is a role where you can progress to Full-time, we only advertise internally for our Full-time Pass Ops and give priority to our part-time Pass Op staff. careers.kiwirail.co.nz/?unlistedjob=HvrbJgu =============================================================== POSITION DESCRIPTION 1. Introduction Position title Passenger Operator Reports to Customer Service Supervisors, Tranz Metro, Wellington Receives instructions from Customer Service Supervisors, Wellington Tranz Metro. Also receives instructions from the Train Manager, Roster Administrators and Customer Service Representatives. Business group Rail Passenger Group Location Wellington 2. Purpose Purpose To support the Tranz Metro Wellington (TMW) business by providing a high standard of service to customers, by ensuring their safety and comfort, while answering enquiries and undertaking ticket and revenue collection functions. Page 2 12/03/2013 Tranz Metro Confidential 3. Dimensions Background TMW operates a suburban rail passenger service that covers five major routes between Wellington and Hutt Valley, Kapiti, Johnsonville, and Wairarapa. . Timetabled services • Hutt line • Paraparaumu line • Melling line • Johnsonville line • Wairarapa Connections Chartered services • Within TMW operational area when using TMW rolling stock Responsibilities The position is responsible for the following functions: • Issue tickets and collect revenue in accordance with KiwiRail – Rail Operating Code Supplement 3.2. • Complete and submit all applicable reports and documentation. • Pay in all revenue collected each working day. • Effectively handle concerns raised by customers in a manner that will satisfy or exceed customer expectations. • Promote KiwiRail services by providing a high standard of customer service. • Keep all customers fully informed • Operate all bus replacements (trans shipments), emergency situations and disruptions to service in a professional and efficient manner under instruction of the Train Manager. • Be safety conscious and proactive regarding safety issues. Hours of work Hours of work you will be assigned a link to the roster on a rostered shift basis, which could include split shifts. Page 3 12/03/2013 Tranz Metro Confidential 4. Key Duties and Tasks Delivery of services The Train Manager will allocate duties of the Passenger Operator. General instructions include: • Be present at the train 5 minutes prior to departure to perform necessary checks and assist passengers. • Be visible to passengers and keep them fully informed as to what is happing, communicate regularly. Operate all bus replacements (transhipments), emergency situations and disruptions to service, in a professional and efficient manner: • Receive instructions from the Train Manager and keep customers fully informed of the situation: o Reason for delay/transhipment o Estimated time of delay o Alternative services. Issue tickets and collect fare revenue: • Issue tickets and collect fare revenue in an efficient manner, ensuring that passengers are charged and given change correctly. • Reconcile and pay in Company monies on a daily basis. • Take extreme care of Company property (tickets, cash, ticket wallet and other personal issue equipment). Be safety conscious and proactive regarding safety issues: • Be constantly aware of your surroundings. • Promote safety in the workplace by performing duties in the correct manner and ensuring colleagues follow safe work practices. • Complete an incident form should one occur on the service you are travelling on. • Bring any safety matters of concern to the attention of your manager. • Promptly complete H91 Forms in cases of injury. Page 4 12/03/2013 Tranz Metro Confidential Customer satisfaction Promote Tranz Metro services by providing a high standard of customer service: • Provide assistance to customers in need, eg elderly customers, parents with young children, disabled passengers. • Keep customers informed of any delays / variation to services. • Maintain a cheerful and positive approach. • For those staff who are issued with a full uniform - except when staff are in the staff amenities area, the full and correct uniform must be worn whilst on duty. Identify numbers must also be worn in a conspicuous place whilst on duty. Effectively handle concerns raised by customers in a manner that will satisfy or exceed customer expectations: • Respond to all queries in a helpful and courteous manner. • Have a current knowledge of Tranz Metro timetables and fares. Reporting Complete and submit all applicable reports and documentation: • Timesheets – to be completed accurately on a daily basis by each staff member. • Mutual Exchange/Swap Sheets – to be completed by staff involved and approved by the Rosters staff or in their absence the Customer Service Supervisor, prior to Swaps taking place. • All leave forms must be approved by rosters. Personal development Development and maintenance of skills: • Ability to obtain rules and regulations certifications. • Ability to obtain multi-skilled level certifications e.g. Train Manager, Locomotive Engineer, Signalman, TX Operations, Platform Staff such as Customer Service Rep.
Posted on: Sun, 24 Nov 2013 22:26:47 +0000
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