Transport Services Officer

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Transport Services Officers/Conductors assist the public in their use of passenger transport services, maintain orderly conduct of passengers, patrol public transport to ensure safety and security on transport FutureGrowthModeratenetworks, and inspect tickets.

Train crew employees manage customer service on suburban and long-distance passenger trains.

Alternative names: Conductor (Transport), Transport Customer Services and Security Officer, Transport Customer Service Assistant, Passenger Service Assistant [Trains], Transit Service Officer, Train Crew Employee, Transit Guard and Transit Officer.

Specialisations: Train Guard; Passenger Service Attendant [Trains]

Train Guard - patrols carriages to ensure the safety of the train and its passengers. They may also check tickets and help passengers who require assistance to board and disembark trains safely. They are sometimes responsible for opening and closing the train doors for passengers. Train guards also communicate with the train driver about signal information from the network control centre.

Passenger Service Attendant (Trains) - provides customer service to guests on long-distance passenger trains. They assist passengers with their enquiries and prepare and serve meals and beverages.

 

Knowledge, skills and attributes Transport Services Officer Train

  • good communication skills

  • safety-conscious

  • able to solve mechanical and technical problems

  • good interpersonal and customer service skills

  • good problem-solving and decision-making skills

  • good memory for learning safety procedures and regulations

  • initiative

  • able to stay calm in difficult situations

  • mature and able to deal politely with the public

  • physical capacity to cope with patrolling and intervening in potentially violent situations.


Duties and Tasks

Transport services officers may perform the following tasks: Transport Services Officer

  • travel on trains, buses, trams and ferries, and attend stations to make sure that customer service and safety standards are met and vandalism is prevented

  • participate in mobile patrols and attend to emergency operational and security requirements

  • monitor passenger behaviour and take appropriate action

  • provide travel information to passengers

  • deal with, or refer on, customer complaints

  • provide physical assistance to passengers with disabilities

  • conduct ticket inspections to ensure payment of fares and issue infringement notices as necessary

  • carry out any other duties as required (e.g. submission of damage reports).

  • inspect trains, carry out any adjustments and report major problems

  • ensure the safety of the train and security of freight

  • ensure adherence to train timetables

  • ensure that passengers get on and off the train safely, and take action if there is an accident or if a passenger becomes ill

  • provide onboard customer service to passengers

Working conditions

Shiftwork, weekend work, additional shifts during peak periods and travel are usual in this occupation.


Education and training/entrance requirements


You can work as a transport services officer without formal qualifications, but employers usually require Year 10. You will probably get some informal training on the job.

Transport services officers may be employed directly by passenger transport services or by private contractors. With experience, and sometimes further training, it is possible to advance to senior supervisory positions.

Additional Information

Once you are employed, you may be able to develop, and have recognised, additional skills under the Transport and Logistics Training Package that will expand your career opportunities within this industry.

Applicants may be required to undergo a National Police Check and a work-related assessment (which tests your computer, typing, report writing and communication skills), and pass medical assessments. Entry into this position usually requires a current Provide First Aid Certificate and a current and unrestricted drivers licence.


Did You Know?

A conductor is a member of a railway train's crew that is responsible for operational and safety duties that do not involve the actual operation of the train.

The title of conductor is most associated with railway operations in North America, but the role of conductor is common to railways worldwide albeit under different job titles.

Specific job responsibilities for a conductor type position include ensuring that the train adheres to its schedule, ensuring that any cars or cargo is picked up or dropped off at the proper place, completing en-route paperwork, ensuring that the train follows applicable safety rules and practices, controlling the train's movement while operating in reverse, coupling or decoupling cars, assisting with the setting out or picking up of rolling stock, carrying out running repairs, ticket collection and various customer service duties.

Conductor on a train

Some rapid transit systems may employ conductors for the purpose of making announcements and opening/closing doors — as opposed to a train operator doing the job — for safety or efficiency reasons.

The conductor is often positioned in the center of the train where they can best view the platform. While advances in automation have resulted in most transit systems being run with One Person Train Operation (OPTO) a few, such as the New York City Subway and Toronto Transit Commission continue the practice.
(Source: Wikipedia)

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