Certificate II in Rail Customer Service - TLI22318

Type of institution: Registered Training Organisation
Level: Pre-degree
CRICOS:

This is a qualification for a person engaged in operations within the rail customer service environment undertaking a range of tasks involving known routines and procedures, and taking some responsibility for the quality of work outcomes.Job rolesThe TLI22318 Certificate II in Rail Customer Service qualification is aligned to the following defined roles:Booking clerkCustomer service attendant/assistantPassenger service officerStation assistant/officerTrain buffet operatorTrain conductor.No licensing, legislative or certification requirements apply to this qualification at the time of publication.

Subjects

• Follow work health and safety procedures
• Apply accident-emergency procedures
• Use communications systems
• Work in a socially diverse environment
• Prepare for train departure
• Respond effectively to behaviours of concern
• Use hygienic practices for food safety
• Advise on and construct fares for customers
• Provide revenue protection measures
• Safely access the rail corridor
• Apply fatigue management strategies
• Process workplace documentation
• Provide basic emergency life support
• Shift materials safely using manual handling methods
• Work effectively with others
• Deliver a service to customers
• Identify and respond to signals and trackside signs
• Participate in environmentally sustainable work practices
• Carry out basic workplace calculations
• Apply awareness of railway fundamentals
• Clean transportation units and facilities for passenger use
• Apply awareness of safeworking rules and regulations
• Use infotechnology devices in the workplace
• Provide customer service in rail operations
• Operate firefighting equipment
• Provide first aid
• Provide assistance to customers with specific needs
• Participate in basic workplace communication
• Ensure the confidentiality, privacy and security of customer information
• Provide responsible service of alcohol
• Apply keyboard skills
• Conduct, balance and secure financial transactions
• Apply safety critical communications in the rail environment

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