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Passenger Ticketing Assistant - More Than Just Customer Service!
The Role:
As a Passenger Ticketing Assistant, you’ll be integral to keeping our network safe, welcoming, and moving efficiently. This is far more than a standard customer service position, you’ll be a visible, have a proactive presence across our stations, guiding passengers, maintaining safety, and helping deliver a smooth travel experience every day.
What You’ll Do:
- Champion Public Safety & Clear Communication: Be a confident, approachable presence on platforms and throughout our stations. You’ll guide passengers, share essential travel information, and help maintain a safe and orderly environment.
- Proactive Problem-Solving: From unexpected disruptions to assisting passengers with specific needs, you’ll think quickly and creatively to keep journeys running smoothly.
- Adapt & Thrive in a Fast‑Paced Environment: No two days are the same. You’ll shift between tasks, respond to changing conditions, and support special events that bring energy, and challenge to the network.
- Support Daily Operations: Monitor fare gates, validate tickets, and ensure fare compliance. Your attention to detail will help maintain our high standards of safety, security, and customer experience.
About You:
We’re looking for someone confident, calm, and ready to take initiative. You’re comfortable speaking to groups, skilled at easing tension, and motivated to deliver excellent service, even under pressure. You enjoy working with people, embrace responsibility, and see safety as everyone’s business.
You’ll Bring:
- Strong communication and interpersonal skills, including the confidence to address large groups.
- The ability to think quickly, assess situations, and adapt as needed.
- A proactive approach to safety and problem‑solving.
- Resilience to work on your feet for extended periods and manage shift work, including weekends and unsocial hours.
- A full, unrestricted C‑class driver’s licence.
This is your opportunity to make a meaningful contribution to the public transport experience and play a part in shaping the future of our network. If you're energetic, community‑minded, and passionate about safety and service, we’d love to hear from you.
Note: All newly qualified Passenger Ticketing Assistants are based out of the Perth Central station, opportunities to apply for other stations is on a wait-list arrangement with some locations in very high demand.
About Us:
The Public Transport Authority (PTA) is a leader in its field, driven by a simple and powerful purpose: getting everyone there. Through constant care, education and forward thinking, we provide a world-class network and workplace that will get everyone there.
Under the PTA, Western Australia’s public transport system is the best in Australia and among the most efficient, clean and safe networks globally. With over 150 million boardings across all services during FY24/25, our buses, ferries and trains move the people of WA where they need to go.
Moving millions of people requires the skill and commitment of a talented workforce, one that is fostered by a culture of inclusivity and benefits from its diversity. This is ultimately what ensures the PTA delivers on our purpose while upholding our values every step of the way.
Our Values:
The PTA’s Values define what is important to us. Knowing our values helps you understand how we do business and what is expected of you as an employee of the PTA.
Upholding these values and applying them to your work requires a genuine and committed understanding.
- Safety - We are committed to safety and protecting your future.
- Respect - We value and respect our customers, suppliers and each other.
- Recognition - We recognise each other for achievement, initiative and innovation.
- Integrity - We are honest and ethical.
- Sustainability - We consider the long-term economic, social and environmental impact of everything we do.
You can expect:
- Completion of Passenger Ticketing Assistant Training of up to 8 weeks
- Opportunities to grow through personal development and career pathways
- Health and Wellbeing programs
- Five weeks of annual leave; 13 weeks of long service leave after 10 years then subsequently every 7 years of continuous service
- Uniforms supplied
- Supportive Team Environment
- Opportunity to join our Social Club offering savings and benefits all year round
Being a Passenger Ticketing Assistant means that you will be required to work shift work and weekend work as required, with irregular start and finish times. You may also be temporarily required to work at various locations other than where assigned.
Please Note: As part of the selection process, shortlisted candidates will be required to complete a series of assessments. These assessments are designed to ensure candidates meet the necessary competencies for the role. The stages of the process include:
- Aptitude Testing – Online
- Assessment Centre – In person
- Pre-employment vetting & medical
Aptitude assessment results are valid for 24 months. If unsuccessful, candidates are eligible to reapply after this period.
To be eligible to work permanently at the PTA you must be either an Australian Citizen, have Permanent Residency status or hold a current visa with permanent working rights in Australia.
The PTA is an equal opportunity employer and encourages people with disability, Aboriginal and Torres Strait Islander people and persons from culturally diverse backgrounds to apply.
This is a pool recruitment process where suitable applicants will be placed in a pool from which appointments will be made for this or similar positions. Initially this selection process will be used as vacancies arise, but it may also be used to appoint to similar positions in the agency on a permanent basis.
Please be advised that the Public Transport Authority’s recruitment assessment processes and standards are continuously subject to review and change. These adjustments are primarily driven by competencies required for safety-critical roles.
As a result, if you are successful in being accepted into a recruitment pool, you may need to undertake and pass additional assessments to ensure your capabilities continue to meet any revised safety requirements.
Further Information
Please refer to the attached Job Description Form (JDF) for full details about the position, including any specific requirements relevant to appointment.
Please contact Theresa Midwinter, A/Manager Customer Service and Experience, on (08) 9326 3994 for specific information about the role.
For more information about the PTA, please visit www.pta.wa.gov.au.
How to Apply
Applicants are requested to provide the following:
- A comprehensive CV with two work related referees.
- A cover letter (no more than 1 page) addressing the following question:
Provide an example of when you had to apply a policy or guideline that a customer disagreed with. How did you handle the conversation and ensure both compliance and positive service?
Applicants are requested to apply online using the ‘Apply for Job’ button at the top/bottom of the screen. Please note the closing date and time, as no emailed, late or pro forma applications will be accepted.
All applications must be submitted through the PTA website, or the WA Government jobs portal. Applications received via other platforms will not be considered.
Please note you will be required to complete the PTA Integrity and Qualification Consent Form, and an Australian National Police Clearance should you become the recommended applicant through the recruitment process. Adverse outcomes of Integrity reviews and NPC’s will not necessarily disqualify an applicant from the selection process. All PTA positions are subject to ongoing integrity screening. Suitable applicants may also need to undertake a full and comprehensive medical assessment.
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