Question 1

What does a ticketing officer do?

Accepted Answer

A ticketing officer is responsible for selling tickets, providing customer service, handling cash and electronic payments, processing bookings, and providing travel information to passengers. They work at terminals, stations and transport hubs, serving as the first point of contact for customers using public transport or travel services.

Question 2

What award covers ticketing officers in Australia?

Accepted Answer

Ticketing officers are typically covered by the Passenger Vehicle Transportation Award 2020 (MA000063) or relevant transport industry awards. The specific award depends on the employer and type of transport service. Some positions may be covered by enterprise agreements with better conditions. Use HR software to manage employee records and onboarding.

Question 3

What classification level should I use for a ticketing officer?

Accepted Answer

Under the Passenger Vehicle Transportation Award, ticketing officers are typically classified at Level 2 or Level 3 based on their duties and responsibilities. Officers with additional supervisory duties or specialist skills may be classified higher. See our Passenger Vehicle Transportation Award pay rates guide for current rates.

Question 4

Should I include pay rates in a ticketing officer job description?

Accepted Answer

While not legally required, including indicative pay rates helps attract qualified candidates. You can reference the applicable award rate or use phrases like 'Award rates apply' or 'Competitive hourly rate based on experience.' Check the current Passenger Vehicle Transportation Award rates for guidance.

Question 5

What qualifications do ticketing officers need?

Accepted Answer

Ticketing officers typically need a high school education or equivalent. While formal qualifications are not always mandatory, a Certificate II or III in Customer Engagement or Tourism can be beneficial. Strong computer literacy and cash handling experience are essential. Some employers provide on-the-job training in their specific ticketing systems.

Question 6

What experience should I look for in a ticketing officer?

Accepted Answer

Look for previous customer service experience, particularly in retail, hospitality or transport environments. Experience with point-of-sale systems, cash handling, and dealing with customer enquiries is valuable. Prior experience with reservation or ticketing systems is highly desirable but not always essential.

Question 7

What personal qualities are important for ticketing officers?

Accepted Answer

Ticketing officers need excellent communication skills, patience when dealing with difficult situations, attention to detail for accurate transactions, and the ability to work under pressure during busy periods. Problem-solving skills and a customer-focused approach are essential for handling enquiries and resolving complaints.

Question 8

Do ticketing officers need specific software skills?

Accepted Answer

Yes, ticketing officers must be comfortable using computerised ticketing and reservation systems, point-of-sale software, and electronic payment terminals. Proficiency with email and basic office software is also useful. Most employers provide training on their specific systems during induction.

Question 9

Should I hire casual or permanent ticketing officers?

Accepted Answer

This depends on your service patterns and customer demand. Permanent staff provide consistency and build expertise, while casuals offer flexibility for peak periods, holidays and special events. Many transport operators use a mix of both. See our guide on casual vs permanent employment trends.

Question 10

What penalty rates apply to ticketing officers?

Accepted Answer

Under the Passenger Vehicle Transportation Award, penalty rates apply for: Saturdays (150%), Sundays (200%), public holidays (250%), and shift work penalties for evening and night shifts. Casual employees receive a 25% loading. Use award interpretation software to calculate rates accurately.

Question 11

What are the minimum shift lengths for ticketing officers?

Accepted Answer

Under the Passenger Vehicle Transportation Award, the minimum engagement for casual employees is typically 3 hours per shift. Part-time employees have guaranteed minimum hours specified in their contract. Check the specific award provisions that apply to your transport operation.

Question 12

What should I include in a ticketing officer employment contract?

Accepted Answer

Key elements include: position title and classification level, employment type, hourly rate, applicable award or enterprise agreement, main duties, work location, shift patterns including weekend and public holiday requirements, and any uniform requirements. Use our digital employment contracts to simplify this process.

Question 13

How far in advance must I provide rosters to ticketing officers?

Accepted Answer

Under the Passenger Vehicle Transportation Award, rosters should be provided at least 7 days in advance where practicable. Changes require reasonable notice unless due to unforeseen circumstances. Using rostering software helps support compliance and gives staff visibility of upcoming shifts.

Question 14

Can I require ticketing officers to work weekends?

Accepted Answer

Yes, as transport services often operate seven days a week. Weekend work requirements should be clearly communicated in the job description and during hiring. Under the award, employees are entitled to weekend penalty rates. Many ticketing officers expect weekend shifts as part of normal duties.

Question 15

What breaks are ticketing officers entitled to?

Accepted Answer

Under the Passenger Vehicle Transportation Award, employees working more than 5 hours are entitled to an unpaid meal break of 30-60 minutes. Paid rest breaks also apply based on shift length. Breaks must be scheduled to ensure continuous counter coverage. Use break planning tools to manage staffing.

Question 16

How do I manage ticketing counter coverage across different shifts?

Accepted Answer

Plan for adequate handover time between shifts to ensure service continuity and communicate any system issues or customer service matters. Consider peak travel times when scheduling staff. Use rostering software to balance skills across shifts and ensure experienced staff are available during busy periods.

Ticketing officer job description