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Case Management Lead

Date: 13-May-2022

Location: Melbourne, VIC, AU

Company: metrotrain


About Metro

Metro is a multi-award winning organisation, and we pride ourselves on our team of honest, high performing professionals who are talented, inclusive and safety focused and who are at the core of our success. You will be joining an organisation that is known as a global leader in its field but also prides itself on being dynamic, embracing new technologies and focused on customer service. Our aim is to promote work/life balance, allow team members to bring their best to work and to truly be focused on a common goal which is to provide a world-class railway service

About the Position

Reporting to the Head of Passenger Relations you will be working within a high performing team providing efficient, effective and professional complaint resolution service. As a Case Manager Lead within the Passenger Relations team, you will be engaging with a variety of stakeholders from internal divisions such as stations, people, infrastructure and corporate. You will be required to deliver quality reporting and correspondences to external parties such as the Public Transport Industry Ombudsman, Public Transport Victoria and our Passengers. Some of the duties and responsibilities include:


  •  Process and investigate the high-level feedback cases, liaise with customers and internal/external stakeholders to resolve all matters arising from customer feedback.
  • Mitigate safety and reputational risk across the MTM business by achieving appropriate resolutions which strike a balance between the customer’s needs and those of the business.
  • Respond on Priority A classified, Ministerial, government, Public Transport Industry Ombudsman, PTV Customer Advocate, Australian Human Rights Commission complaints, as required.
  • Take ownership of all assigned customer cases and resolve the issue/s raised within agreed timeframes, prioritise according to level of urgency and escalate as required to ensure a quality resolution
  • Assist management with the ongoing development and creation of initiatives and process improvements to improve the handling of customer feedback and reduce complaint numbers across the business.
  • Analysis of Customer Feedback reports and where required, request Resolve reports to support issue trends so as to inform the broader business and instigate change.

About You

To be successful in this role, you should have a min. of 5 years of experience within Metro Trains Melbourne as you will be utilising your thorough understanding of MTM services, products, functions, structure and policies. A tertiary qualification in Dispute Resolutions or a similar discipline is desirable. You are diligent and resourceful in finding efficient and effective methods to resolve incoming queries and disputes.

You take pride in your ability to communicate clearly and effectively with all levels of management and staff, both written and verbal. Your experience in a similar role is essential as well as your ability to maintain a professional approach to working in industry.


 We’re looking for someone who:


  • Has solid leadership skills or experience in managing teams
  • Strong internal dispute resolution skills and has the ability to analyse complex and sensitive information
  • Can effectively communicate any outcomes to the complainant
  • Focus on the customers and understand their needs and reach resolutions
  • Seek improvement with new ideas

Why work for Metro?

At Metro, we know that at the heart of our Network are our people. As a Metro employee, the following benefits will be available to you:


  • Free Public Transport (MyKi Card)
  • Supportive team environment and Work/ Life balance
  • Various wellness initiatives
  • Competitive Salary Package and incentives

Are you ready to be a part of the Metro Team? Apply Now!

This is a fantastic opportunity to build on the career you've developed to date and take it to the next level by making a tangible impact that matters.


If what you’ve read resonates with your values, experience and career aspiration then we want to hear from you!

Please submit your application including a cover letter outlining how your skills and experience align to the key responsibilities listed in this ad.