Passenger Services Manager

Job No: 153913
Location: Dandenong Ranges

  • Are you a Customer Service Manager looking to join one of Victoria’s most iconic attractions?
  • Enjoy an attractive salary circa $100,000 – $110,000 plus super and flexible working hours!
  • Leave your mark on living history!

Puffing Billy Railway – Living History

Located in the picturesque Dandenong Ranges, Puffing Billy Railway is Australia’s premier preserved steam railway. Operating on the original mountain track from Belgrave to Gembrook, this century-old train offers a range of fun-filled experiences for visitors young and old.

Established in 1900, the railway served the local communities that lived in the hills and carried anything from passengers to timber, livestock, potatoes and plants. Today, we have become a tourism icon thanks to the tireless efforts of over 300 volunteers and team of dedicated staff.

We have an exciting opportunity for a hands-on and proactive Passenger Services Manager to join our team based in Belgrave, VIC and oversee the visitor experience of our passengers.

Benefits on offer

This role comes with an attractive salary circa $100,000 – $110,000 plus super. You will also have access to great benefits that only Puffing Billy Railway employees have! These benefits include discounted fares, retail items and food and beverages in our shops.

Our people are our priority! You will be part of a caring and supportive team of go-getters who love what they do and who are passionate about ensuring our customers have the best possible experience.

Jump on board and join our journey

You will be responsible for implementing initiatives and activities that enhance the experience of our visitors. This includes ensuring the delivery of high standards of customer service for the entire customer journey and the Lakeside Visitor Centre, on site passenger interaction and safety management.

Core duties:

  • Oversee a team of passionate staff and volunteers;
  • Coordinate and implement timetabling and ticketing activities;
  • Coordinate rosters for all services and experiences;
  • Liaise with Train Operations on schedule management that provides the most efficient and effective passenger journey; and
  • Ensure business process improvement opportunities and efficiencies are identified and implemented.

You will represent Puffing Billy Railway on key industry networks and ensure the development and maintenance of strategic partnerships with key stakeholders.

Please note: As our services operate seven days a week, regular weekend work would be required for this position.

What you will bring to the team

We are looking for a passionate customer service professional with hands-on experience managing large-scale teams of both volunteers and paid staff and running the operations in a high-volume customer operations environment.

Importantly, you will have the skills to lead, mentor and manage a devoted team while ensuring that our passenger operations run smoothly and positively impact our customers’ experience.

Moreover, you will be a flexible individual who can adapt to changes in a productive manner and who can inspire their team to go along the journey with them.

Although not essential, qualifications in Customer Service, Business Management, Human Resource Management are highly desirable.

Puffing Billy Railway is a child-safe organisation committed to protecting children and young people from harm. We require all applicants to undergo an extensive screening process. Employees are required to sign our Child Safe Policy and Code of Conduct and undergo a Rail Safety Medical, participate in a National Criminal History Check, and hold an employee status Working with Children Check. Evidence of COVID-19 Vaccination status is required from the successful applicant.

Our Values – Safety, Respect, One Team, Excellence, Integrity, Legacy, Fun!

Puffing Billy Railway is an Equal Opportunity Employer. People from all backgrounds, including Aboriginal and Torres Strait Islander people, people from culturally and linguistically diverse backgrounds, and people with disabilities who have the relevant experience, are encouraged to apply.


If you are ready to join our journey, contribute to the legacy and be part of living history – jump onboard! Apply Now!


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