On Board Team Leader

2 weeks ago

Wellington, Wellington, New Zealand Transdev Full time

Job No:
Ad-2116

Work Type:
Full Time

Location:
Wellington

Categories:
Train

The On Board Team Leader is responsible for managing operational and
- staff functions for On Board staff. Tasks include the delivery of customer service, Health and Safety,
- management of staff and supporting a staff culture based on customer service values.

  • Principal Accountabilities

Leadership

  • Facilitating regular 1:1 feedback sessions
  • Onjob performance reviews
  • Determine training and development requirements
  • Contribute to roster establishment
  • Leading & participating in communication briefings
  • Facilitating observation, certification and revalidation programs as necessary
  • Responding to aspects and skills gaps that require attention
  • Identifying and managing poor performers
  • Be aware of, and ensure that the organization complies with all legislation

Staff Management

  • Supporting the recruitment of new Passenger Operators and Train Managers to include being on the
- selection panel

  • Working with the Tutors to ensure safety observations are undertaken in a timely manner for all on
  • Board Crew
  • Working with rosters to ensure good rostering and planning is being undertaken for the On Board
  • Crew
  • Working with the appropriate groups within Transdev to ensure investigation/complaint
- recommendations are followed up

  • Working with the Manager Quality Safety & Environment to undertake best practice for a safe
- working environment

  • Ensure the outer stations are crewed, trained and resourced appropriately
  • Monitor and manage any absenteeism
  • Manage any workplace or nonworkplace injury as per company policy
  • Transdev Wellington is part of the Transdev Australasia group (TDA) which runs businesses in Auckland (rail), Brisbane (bus,
- coach, ferry), Darwin (Buslink VIVO coach), Melbourne (bus), Perth (bus), Sydney (bus, ferry, light rail) and Wellington (rail)

  • Customer Service
  • Meet or exceed customer service levels agreed with the Operations & Standards Manager.
  • Overview and manage ticketing and customer services onboard, on a day to day basis, to ensure
- delivery of services in accordance with customer service targets, Company rules, regulations, codes
- and policies.

  • Manage the standards and performance of On-Board staff during operations.
  • In the event of a major incident, assist with incident recovery as required, including working
- alongside Wellington platform staff to facilitate recovery. Examples are attending the site if
- appropriate, supporting the crew(s) involved, arranging relief crew(s) and taking statements.

  • Provide customers and staff at Wellington Station with assistance, by maintaining a highly visible
- profile.

  • Respond to and resolve complaints, suggestions and inquiries from customers and staff.
  • Assist in the preparation of service operating plans for Metlink timetabled and chartered services as
- required.

  • Assist in the preparation of service recovery plans as required.
  • Assist in operational incident investigations and resultant management recommendations as
- required.

  • Actively lead and champion ontime performance
  • On call Manager on a rostered basis.

Staff Management & Team Work

  • Supporting the recruitment of new Passenger Operators and Train Managers to include being on the
- selection panel

  • Working with the Tutors to ensure safety observations are undertaken in a timely manner for all on
  • Board Crew
  • Working with rosters to ensure good rostering and planning is being undertaken for the On Board
  • Crew
  • Working with the appropriate groups within Transdev to ensure investigation/complaint
- recommendations are followed up

  • Working with the Manager Quality Safety & Environment to undertake best practice for a safe
- working environment

  • Ensure the outer stations are crewed, trained and resourced appropriately
  • Monitor and manage any absenteeism
  • Manage any workplace or nonworkplace injury as per company policy
  • Maintain and develop good working relationships with internal company personnel throughout all
  • Transdev BU's, and being visible to customers
  • Communicate regularly and effectively with team members, staff and customers
  • All On Board Crew understand and are actively improving front line customer service, providing
- customer assistance and responding to customer inquiries

  • Coaching / mentoring of team members on safe working practices, codes, customer service etc.
  • Transdev Wellington is part of the Transdev Australasia group (TDA) which runs businesses in Auckland (rail), Brisbane (bus,
- coach, ferry), Darwin (Buslink VIVO coach), Melbourne (bus), Perth (bus), Sydney (bus, ferry, light rail) and Wellington (rail)

  • Records Management
  • Ensure you are aware of the policy and procedures around the creating, maintaining and destruction
- of records.

  • Assign recordkeeping responsibilities for your area and ensure other staff are aware of who is
- responsible for records in your area.

  • Ensure no records are a

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