Joseph Vella

• Motivate, encourage and inspire development of strong, effective, efficient, ethical and professional branch team.
• Manage performance, development and competency of cross functional teams within designated area.
• Monitor service reliability by managing and directing staff in accordance to operational requirements.
• Coordinate with internal stakeholders for assignment of staff for daily and altered working timetables.
• Comply with System Requirement, Safety Responsibilities, Authorities and accountabilities within Safety Management System.
• Collaborate at various levels of the organisation to resolve operational issues in a timely manner through good communication, interpersonal and problem solving skills.
• Work cooperatively within a team, exchange information and assist other team members to achieve team objectives and work outcomes.
• Promote an adhere to the Transport cluster Values of Customer Focus, Collaboration, Integrity, Safety and Solutions, Code Of Conduct and manage business processes to enable the proactive identification of risk and the review and improvement of systems designed to minimise or eliminate fraud and corruption.

• Teamwork – Work cooperatively within a team, exchange information and assist
  other team members to achieve team objectives and work outcomes.
• Safety – Comply with the System Requirement, Safety Responsibilities, Authorities and Accountabilities within the Safety Management System.
• Ethics and Probity – Promote and adhere to the Public Sector Values of Integrity, Trust, Service and Accountability, and the organisation’s Code of Conduct and business processes to ensure the proactive identification of risk and the review and improvement of systems designed to minimise or eliminate fraud and corruption.

Customer Service –
a. Deliver and maintain onboard services to NSW Trains customers efficiently
and effectively in accordance with published procedures and customer service standards.
b. Follow guidelines and procedures to ensure food safety standards and
requirements are met in relation to the receipt and carriage of food.
c. Undertake systematic monitoring of onboard service delivery, staff compliance and performance, and revenue and audit requirements to ensure NSW Trains business objectives, service standards and legislative requirements are
maintained.
d. Provide service to NSW Trains customers in the following areas:
i. Ticket inspections and ticket sales
ii. Luggage handling
iii. Assistance to passengers with special needs
iv. Ensure all onboard equipment is operational
v. Communicate onboard services to customers via announcements over
the public address system

• Safety and Security –
  a. Ensure a safe environment for customers and staff in accordance with prescribed regulations.
  b. Carry out safe working duties.
  c. Enforce strict stock, revenue and personal accountability.
  d. Render first aid when necessary.
  e. In emergencies, assist the Driver and, if required, carry out the role of “Officer in Charge”
  f. Execute safety responsibilities, authorities and accountabilities consistent with
  NSW Trains safety management system requirements which are defined in
  SMS document number SMS-02-RG-5058.
• People –
  a. Supervise and direct onboard staff ensuring the service delivery is efficient,
  effective and in compliance with NSW Trains business objectives and service
  standards.
  b. Deliver high standard and timely communications to customers, onboard staff
  and crew to achieve business objectives.
  c. Demonstrate, coach and provide on the job training for staff.
  d. Identify ineffective and/or improper work practices and formulate proposals for
  rectification/training. Report recommendations to the onboard Team Leader.
  e. Solve problems associated with the onboard service delivery and/or staff
  engaged in all onboard operations.
  f. Monitor and evaluate staff performance and effectiveness ensuring.
  compliance to relevant policies and procedures.
  g. Maintain a high level of personal grooming and presentation at all times.
• Finance and Administration –
  a. Ensure revenue protection and compliance with audit requirements in respect to catering and ticketing revenues with full regard to ethical practices.
  b. Compile relevant documentation including trip reports, statements, incident
  reports and defect notices.
  c. Give a complete and accurate handover to incoming crew.

• Co-ordinated customer service activities that meet Sydney Trains service standards. Ensures customer complaints are resolved promptly and effectively. Maintained professional image in dress, appearance, and manner. Ensures customers with special needs are adequately provided for. Monitors customer flow and took necessary corrective action to maximise customer convenience.
• Ensured station presentation and hygiene are maintained to reflect a positive image that meets or exceeds Sydney Trains standards, utilising a variety of cleaning equipment. Acknowledges through effective work practices Sydney Trains commitment to environmental protection.
• Monitored, analysised and responded to safety and security incidents including CCTV and kept accurate records. Safeguarded cash, valuables, equipment and property within area of responsibility.
• Complied with the System Requirement, Safety Responsibilities, Authorities and Accountabilities, within the Safety Management System.
• Co-ordinated and monitored the performance, development, motivation, training and supervision of staff under delegation of control. Encouraged, lead and participated in team building and job enrichment.
• Contributed to the formation of the station’s marketing plan and business strategies. Supportive and proactive in the implementation of these plans and strategies. Encourages and develops business growth through the provision of excellence in customer service and the promotion of Sydney Trains products and services.
• Protected station revenue by directing resources to combat fare evasion, ensuring safe custody of cash, station keys, ticket stock and other valuable items. Observed all security procedures relating to revenue. Minimises opportunities for fraud and revenue loss. Recommends and takes appropriate action.
• Responsible for the efficient dispenses of manual and automatic tickets and other products. Compiled handovers and daily accounts.
• Identified and reported maintenance issues under areas of responsibility and resolves within areas of competency. Has input into and supports station maintenance plan. Has input into station upgrading. Maintain appropriate maintenance records.
• Supported management of change in line with local industrial agreements to ensure business objectives are met. An example of this was the implimentation of the Opal card.
• Maintained effective communications with staff and customers including those with special needs.
  Provided a communication service to customers by means of verbal, electronic or written advice.
• Monitored and took action to prevent breaches of policies and guidelines by contractors working on stations.
• Contributed to the development, improvement and updating of station emergency plan. Responds to emergencies, implement emergency procedures, and maintains competency and familiarity with roles and functions of station emergency plan.