On Board Team Leader

**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
- On-job performance reviews
- Determine training and development requirements
- Contribute to roster establishment
- Leading & participating in communication briefings
- Facilitating observation, certification and re-validation 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 non-workplace 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 on-board, 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 on-time 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 non-workplace 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