Organisation: Australian Border Force
Job Title: APS4
Word Limit: 2000 max characters pp
Contributes to Strategic Thinking
Contributing at Sydney Trains since 1999, I have gained an understanding of public service professionalism, including a commitment to the Australian Public Service code of conduct and organisational values. Demonstrating a high level of motivation, personal drive and integrity, I have successfully balanced work responsibilities with the ability to multitask and remain focused.
Within Sydney Trains, encompassing multiple station based positions throughout the Sydney region, I have consistently supported workplace objectives and recognise how my work contributes to the achievement of organisational purpose. As demonstrated in my position as Sales Support Officer at Town Hall Station, I practiced sound judgement and decision-making with an awareness of implications. Contributing to solutions and future, I harnessed information and opportunities when performing my day-to-day duties, working diligently to improve existing practices to improve efficiency.
Throughout my position as Revenue Protection Officer at Sydney Trains, I was responsible for conducting routine inspections of valid travel tickets held by customers. During a particular occasion, I requested to view a customer’s claim of an associated concession card to which the customer advised they were not in possession on this entitlement. As a Revenue Protection Officer, my role was to protect revenue and investigate railway offences through reinforcement of legislation by means of issuing infringement notices associated with fare evasion and safety. Using sound judgement of the customers claim they were sold the incorrect ticket, I drew on my understanding of printing procedures and it was clear this was customer purchased through the ticket vending machine and was not in fact a human error by a colleague. In accordance with the Transport Act, I issued an infringement notice to the customers, I was confident my decision based on my commitment to strategic thinking for business objectives and understanding of current legislation.
Achieves Results
A self-motivated, results-orientated professional, I take responsibility for achieving outcomes within my position as a Rostering Officer at Sydney Trains. My accomplishments within this position was the commitment shown in the transition of the Cleaning Rostering Unit over to the Rostering Allocation Resource Unit. As a result driven position I exceeded expectations by, maintaining accurate and up-to-date rosters along with collaboration with team members to provide consistent, timely and responsive service to customers been. Throughout my sixteen years working within Sydney Trains, I have been highly proficient in adapting to changing priorities.
It was demonstrated while working at Sydney Trains as a Station Support Officer, I demonstrated my ability to draw on the expertise of others to deliver key objectives. Whilst based at the Town Hall Station, I was responsible for the rostering of staff based at this station. Trusted in my ability to deliver on emergency rostering, I exhibited competence in replacing staff at short notice. On a particular occasion. I had an unforeseen difficultly in producing a full roster due to a shortage of safety staff on leave or secondments. In collaboration with both the Station Manager and Duty Manager at Town Hall Station, I delivered a solution of transferring customer service staff trained in critical safety duties throughout the shifts affected.
Further evidence of my consistent ability to excel in a result driven position, I demonstrated constant success when in an acting role of Sales Accounts Team Leader with Sydney Trains. Responsibilities included reconciling accounts and administrative functions. With conflicting priorities from my standard role as Sales Support Officer coupled with the Sales Accounts positon, I was required to achieve results whilst performing multiple roles and tasks at once, I regularly assessed, reviewed and changed priorities accordingly.
Supports Productive Working Relationships
Demonstrating myself to be an active team member, I have been instrumental in contributing to exceptional teams throughout my career history. Committed to team performance and often assisting others, I am prepared to work overtime or complete additional tasks to help team members or management.
Committed to team performance and often assisting others, I am prepared to work overtime or complete additional tasks to help team members or management. During my tenure with Sydney Trains as Rostering Officer, management is often overloaded with extra duties, I provide assistance to the team by carrying out numerous administrative and support tasks. These productive relationships have provided me with the opportunity to step in as temporary replacement into higher-level roles. To facilitate this business objective, established as a collaborative team member, I have formed constructive relationships with all stakeholders ensuring processes followed and culture within the company upheld.
Examples of situations that demonstrated my ability to creative productive relationships verified throughout my sixteen years of employment with Sydney Trains. In my position of Rostering Officer, I was required to work in collaboration with contractors to achieve the outcome of a new electronic online roster view that would replace the manual hardcopy process. To educate the staff, I coordinated scheduled training sessions based on end user experience from contractor. It was by demonstrating my ability to consider best practice in the coordination of this change that promoted a cultivating environment, which is critical for acceptance of business objectives. Due to my approachable manner to contractor and providing data quickly to them, I build a successful business relationship that offered the support the staff needed.
Displays Personal Drive and Integrity
Contributing at Sydney Trains since 1999, I have gained an understanding of public service professionalism, including a commitment to the Australian Public Service code of conduct and organisational values. Demonstrating a high level of motivation, personal drive and integrity, I have successfully balanced work responsibilities with the ability to multitask with consistent focus. Throughout my career with Sydney Trains, I have welcomed all career advancements and opportunities offered that demonstrated my desire and drive to excel.
It has been in my position as Station Support Officer, I have proven successful in providing excellent written and verbal communication. With a capacity to deal with cultural diversity and communicate effectively with people of different ages and backgrounds in the workplace, I have developed the ability to influence positively those around me. Due to the volume and variety of interaction across all methods of communication, I have developed the essential key skills needed to be successful in any future role.
An example of my commitment to upholding the integrity of Sydney Trains, I had the experience of interacting with an irate customer due to the delay of train services relating to a police operation. The customer was verbally abusive and offensive to staff and other customers, I immediately assessed the situation and communicated to the customer of reasons behind delays and the unpredictable time services would recommence. It was clear that the customer was not rational in thinking, I sought to defuse the atmosphere efficiently and apologised for the unexpected delay and offered a replacement ticket as compensation. By taking this course of action, the customer appreciated my act of empathy and accepted the situation as I had explained it. By not engaging in an argument rather focusing on solution, delivering in line with business policy my integrity did not come into question.
