Job Description

About the role

The Customer Service Attendant (CSA) is part of the frontline team ensuring passengers, terminal visitors and other stakeholders experience smooth, safe, and secure terminal operations every day.

As the face and voice of operations, the customer service team are vital in delivering a welcoming, efficient, and professional experience. This role involves a diverse range of responsibilities, with a primary focus on ticketing ferry customers, monitoring incoming calls and emails, sales and service, maintaining security of restricted terminal areas, monitoring parking, assisting customers and ensuring smooth vehicle flow.

The CSA is an essential link between shoreside and on-board operations liaising closely with vessel crew to ensure vehicle space is maximised on board, and on-time departures of all services.

Key responsibilities

• Provide customer service to passengers, retail customers, general public, visitors and other stakeholders
• Process vehicle and foot passenger ticket sales — face-to-face, online and over the phone
• Handle incoming calls – responding to enquiries, making bookings, forwarding calls to appropriate staff
• Monitor general enquiries email – responding to enquiries, making bookings, forwarding emails to appropriate staff
• Process cash handling, EFTPOS reconciliation, and safe cash management during opening and closing procedures
• Perform traffic control within the terminal grounds, boarding lanes and vehicle entry lanes
• Check in ferry passengers and assist with boarding process
• Maintain retail merchandise displays, provide customer assistance, and process retail transactions
• Maintain cleanliness and tidiness of reception areas, customer service counter areas, passenger lounges and retail spaces
• Monitor and report security and operational issues

About you

• Current National Police Check (if 18 or over) (or willingness to obtain and provide within 21 days of commencing employment)
• Prior experience in a customer service role
• Proficiency in handling cash and using EFTPOS
• Knowledge of the local area and other nearby tourism locations
• Basic knowledge of Microsoft suite products (e.g. Office, Teams, Excel, Word)
• Ability to foster positive relationships across all levels of the organisation and with customers
• Confidence and professionalism when engaging with members of the public
• Proven ability to work collaboratively
• Punctual, reliable, and adaptable to changing circumstances
• Willingness and commitment to work rotating shifts, including weekends and public holidays

About us

The Searoad Ferries Group of Companies employs over 250 dedicated staff and proudly serves approximately one million customers each year. Since 1987, we have successfully operated the iconic Queenscliff-Sorrento car and passenger ferry service, becoming a vital link between the Bellarine Peninsula and the Mornington Peninsula. In addition to core ferry operations, the Explore Australia / Naturaliste Tours division offers memorable tourism and wildlife experiences across Victoria, showcasing the region's most spectacular natural attractions. The network also includes the Western Port Ferry service, connecting Crib Point to French Island and Phillip Island in Western Port Bay, as well as Wanderer Adventures—Wilson's Promontory Cruises—based in the stunning Wilsons Promontory National Park.

The Searoad Ferries Customer Service Team plays a crucial front-line role, dedicated to delivering outstanding customer experiences. Operating 365 days a year from the beautiful coastal locations of Queenscliff and Sorrento, team members are committed to ensuring every customer's journey is safe, enjoyable, and memorable.

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Job Description

About the role

The Customer Service Attendant (CSA) is part of the frontline team ensuring passengers, terminal visitors and other stakeholders experience smooth, safe, and secure terminal operations every day.

As the face and voice of operations, the customer service team are vital in delivering a welcoming, efficient, and professional experience. This role involves a diverse range of responsibilities, with a primary focus on ticketing ferry customers, monitoring incoming calls and emails, sales and service, maintaining security of restricted terminal areas, monitoring parking, assisting customers and ensuring smooth vehicle flow.

The CSA is an essential link between shoreside and on-board operations liaising closely with vessel crew to ensure vehicle space is maximised on board, and on-time departures of all services.

Key responsibilities

• Provide customer service to passengers, retail customers, general public, visitors and other stakeholders
• Process vehicle and foot passenger ticket sales — face-to-face, online and over the phone
• Handle incoming calls – responding to enquiries, making bookings, forwarding calls to appropriate staff
• Monitor general enquiries email – responding to enquiries, making bookings, forwarding emails to appropriate staff
• Process cash handling, EFTPOS reconciliation, and safe cash management during opening and closing procedures
• Perform traffic control within the terminal grounds, boarding lanes and vehicle entry lanes
• Check in ferry passengers and assist with boarding process
• Maintain retail merchandise displays, provide customer assistance, and process retail transactions
• Maintain cleanliness and tidiness of reception areas, customer service counter areas, passenger lounges and retail spaces
• Monitor and report security and operational issues

About you

• Current National Police Check (if 18 or over) (or willingness to obtain and provide within 21 days of commencing employment)
• Prior experience in a customer service role
• Proficiency in handling cash and using EFTPOS
• Knowledge of the local area and other nearby tourism locations
• Basic knowledge of Microsoft suite products (e.g. Office, Teams, Excel, Word)
• Ability to foster positive relationships across all levels of the organisation and with customers
• Confidence and professionalism when engaging with members of the public
• Proven ability to work collaboratively
• Punctual, reliable, and adaptable to changing circumstances
• Willingness and commitment to work rotating shifts, including weekends and public holidays

About us

The Searoad Ferries Group of Companies employs over 250 dedicated staff and proudly serves approximately one million customers each year. Since 1987, we have successfully operated the iconic Queenscliff-Sorrento car and passenger ferry service, becoming a vital link between the Bellarine Peninsula and the Mornington Peninsula. In addition to core ferry operations, the Explore Australia / Naturaliste Tours division offers memorable tourism and wildlife experiences across Victoria, showcasing the region's most spectacular natural attractions. The network also includes the Western Port Ferry service, connecting Crib Point to French Island and Phillip Island in Western Port Bay, as well as Wanderer Adventures—Wilson's Promontory Cruises—based in the stunning Wilsons Promontory National Park.

The Searoad Ferries Customer Service Team plays a crucial front-line role, dedicated to delivering outstanding customer experiences. Operating 365 days a year from the beautiful coastal locations of Queenscliff and Sorrento, team members are committed to ensuring every customer's journey is safe, enjoyable, and memorable.

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Job Description

About the role

Reporting to the Marine Operations Manager, this position ensures that Searoad Ferries' vessels and terminals are clean, tidy, and safe, while providing vigilant monitoring of maritime assets, facilities, and vessel integrity during night hours. Working autonomously overnight, this role is a vital part of the maritime operations team, safeguarding multi-million-dollar assets and ensuring facilities are pristine for morning service.

Key responsibilities

• Clean all internal and external areas of vessels, passenger lounges, crew spaces, toilets, café service zones, and the terminal building each night

• Ensure vessels and terminal facilities are fully prepared, detailed, and hygienic for early morning passenger service

• Conduct regular security and safety patrols of the Queenscliff terminal grounds and berthed vessels to deter unauthorised entry or irregular activity

• Regularly inspect vessel mooring lines, fender alignments, and shore power connections, adapting to tidal changes

• Monitor vessel and facility alarms (including basic bilge and fire system indicators) and escalate anomalies to the on-call team

• Empty, wash, and re-line rubbish and recycling bins across all facilities in line with company waste procedures

• Complete a comprehensive nightly shift log documenting tasks completed, safety check-ins, and asset status

• Report any maintenance defects, safety hazards, or security incidents immediately to management

• Maintain vigilant security and safety patrolling of vessels and terminal grounds overnight

• Strictly adhere to all Company safety, WHS, and Lone Worker emergency protocols

About you

• Proven commercial cleaning experience

• Knowledge of commercial cleaning techniques, machinery, and chemical handling (SDS)

• Willingness to obtain and maintain a National Police Check, and current First Aid / CPR certifications

• Demonstrated experience working independently, ideally on night shifts, or in sole operator roles

• High attention to detail and a disciplined ability to follow operational checklists

• Physically fit and able to perform manual cleaning tasks and safely navigate vessels (gangways, steep stairs) at night

• Clear awareness of safety, WHS, lone-worker safety, and asset security procedures

• Competent written and verbal communication skills for maintaining shift logs and incident reporting

• Strong organisational and time management skills to manage a nightly cleaning schedule independently

• Demonstrated ability to work autonomously, exercise professional discretion, and maintain situational awareness

About us

Searoad Ferries employs more than 250 people and moves more than one million customers each year, connecting people and places through excellent experiences that traverse the tourism, hospitality, passenger transport and maritime industries. We've been operating the iconic Queenscliff-Sorrento car and passenger service since 1987. Our bus tour company Explore Australia / Naturaliste Tours connects customers to amazing tourism and wildlife experiences across Victoria. We also operate Western Port Ferries' services connecting Crib Point to French Island and Phillip Island in Western Port Bay, and Wanderer Adventures–Wilsons Promontory Cruises, located in the pristine environment of Wilsons Promontory National Park.

The Searoad Ferries Customer Service Team plays a crucial front-line role, dedicated to delivering outstanding customer experiences. Operating 365 days a year from the beautiful coastal locations of Queenscliff and Sorrento, team members are committed to ensuring every customer's journey is safe, enjoyable, and memorable.

Why join Searoad Ferries?

• Be part of a growing team within a successful Australian group

• Supportive, down-to-earth culture and regular team events

• Fantastic staff discounts (retail, dining, hospitality) and free ferry travel

Application details

Firstly, please download the position description at searoad.com.au/careers to confirm this is the right role for you. To apply, submit a cover letter and current resume via SEEK. Applications will be reviewed as received.

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Job Description

About Us: Don't just travel, be moved...

The Searoad Ferries group of companies employs over 250 dedicated staff and serves approximately one million customers annually. Our mission is to connect people and places through exceptional experiences across the tourism, hospitality, passenger transport, and maritime sectors.

Since 1987, we have proudly operated the iconic Queenscliff-Sorrento car and passenger ferry service. Our Explore Australia / Naturaliste Tours company offers unforgettable tourism and wildlife experiences across Victoria, connecting travellers with the region’s most stunning natural highlights. We also operate the Western Port Ferry Service, linking Crib Point to French Island and Phillip Island in Western Port Bay, as well as Wanderer Adventures—Wilson’s Promontory Cruises—based in the pristine Wilsons Promontory National Park.

Within this dynamic landscape, the Searoad Hospitality Team is dedicated to providing customer experiences through premium onboard and onshore dining options that enhance our ferry operations. Our state-of-the-art Ferry Terminals include multiple hospitality spaces—restaurants, passenger lounges, bars and function spaces—offering breakfast, lunch, dinner, grab-and-go food options, conferences, private functions, and external catering. The group also manages short-term rental accommodation, and external catering services.

About The Role:

We are seeking friendly, well-presented and self-motivated individuals with a passion for customer service to deliver memorable experiences across various settings - including our bustling restaurants — ONDA Sorrento and TARRA Queenscliff, bars, kiosks, conference and event spaces, and aboard the iconic Queenscliff-Sorrento ferry.  

What you'll be doing:

• Greeting and serving customers, providing menu information
• Taking orders and using point of sale systems
• Providing bar service / wine & beer pairings and making coffees
• Maintaining clean customer facilities
• Performing daily opening and closing procedures including cash and EFTPOS reconciliations
• Answering incoming phone calls and entering reservations
• Sales, e.g. menu specials and retail add-ons
• Maintaining food and beverage cabinets including stock rotation
• Basic food prep (e.g. when working aboard vessels and within kiosks)
• Assisting with event operations set up      

About You: To thrive here, you'll need...

• Strong customer service and communication skills
• Current RSA certification or willingness to obtain it
• Barista skills or eagerness to learn
• Professional grooming and appearance
• Adaptability in a fast-paced, dynamic environment
• Flexibility to work peak times, including weekends, school holidays, public holidays and festive seasons
• Willingness to work breakfast, lunch, and dinner shifts
• Positive attitude, team spirit, and enthusiasm
• Wine and bar knowledge is a plus but not essential

Some of the Perks You'll Enjoy: In addition to being paid under the Restaurant Modern Award (+penalties and super), you'll receive...

• Employee discounts on retail, dining, tours, and free ferry travel
• Uniform for customer-facing team members
• Access to our 24/7 Employee Assistance Program for wellbeing support
• A fun, engaging workplace with regular team events and social outings.

Ready to Make Waves? Dive in and apply, but first please note...

• Availability during summer, school holidays, public holidays and festive seasons, is essential
• You must have Australian working rights
• We anticipate strong interest in these positions and will attempt to get back to all applicants but may only contact shortlisted candidates
• No agencies
• Apply through SEEK with your resume and a cover letter telling us why you're perfect for the role
• Review the full position description at searoad.com.au/careers. 

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Job Description

Wanderer Adventures | Western Port Ferries | Searoad Ferries

Full-time | 80 hours per fortnight
Based at Tidal River, Wilsons Promontory & Crib Point, with work across our marine operations

About the opportunity

We are seeking an experienced and hands-on Marine Maintenance Technician to join our Maritime Operations Team.

This is a practical, varied role with responsibility for maintaining and supporting a diverse range of commercial vessels, machinery, equipment and operational assets.

Working closely with our Vessel Masters, Maritime Operations and Technical Management teams, you will play a key role in keeping our vessels safe, reliable and operational.

The role will involve a combination of planned preventative maintenance, reactive repairs, fault finding, breakdown response, servicing, dry-dock activities and coordination of external contractors and marine service providers.

You will work across our operations, including:

• Wanderer Adventures

• Western Port Ferries

• Searoad Ferries

• Vessel maintenance and engineering

• Marine facilities, equipment and infrastructure

Key responsibilities

Your responsibilities will include:

• Overseeing and completing planned, preventative and reactive maintenance across company vessels and maritime assets.
• Diagnosing and resolving mechanical faults and maintenance issues.
• Coordinating vessel servicing, repairs, inspections and preventative maintenance.
• Responding to vessel breakdowns, defects and urgent maintenance requirements.
• Supporting vessel Masters and crews with onboard maintenance and engineering activities.
• Coordinating contractors, shipyards, trades and specialist marine service providers.
• Assisting with dry-dock, engineering, painting and major maintenance works.
• Maintaining vessel maintenance programs, asset registers and maintenance records.
• Managing critical parts, tools, equipment, fuel, oils and maintenance supplies.
• Supporting the maintenance of facilities, stores and operational infrastructure.
• Participating in inspections, emergency response, drills and safety activities.
• Identifying opportunities to improve vessel reliability, maintenance practices and operational efficiency.

About you

You are an experienced marine maintenance professional who enjoys solving problems, getting hands-on and keeping vessels operating safely and reliably.

You will bring:

• Demonstrated experience in vessel maintenance, mechanical maintenance or marine engineering.
• Strong fault-finding and mechanical problem-solving skills.
• Experience coordinating vessel servicing, repairs and preventative maintenance.
• Sound knowledge of marine diesel engines and associated mechanical systems.
• Knowledge of hydraulic, pneumatic and electrical marine systems.
• Strong organisational and time-management skills.
• The ability to manage competing maintenance priorities and respond effectively to breakdowns.
• Excellent communication skills and the ability to work effectively with vessel crews, management, contractors and suppliers.
• A practical, proactive and solutions-focused approach.
• The ability to work independently while also being an effective team member.
• A strong commitment to safety, quality and continuous improvement.

Essential qualifications and tickets

You will hold, or be willing to obtain:

• Marine Engine Driver Grade 2
• Master <24m
• Formal qualification in engineering, mechanical maintenance or a related field
• Current First Aid/CPR
• Current National Police Check, or willingness to obtain

You will also have demonstrated experience working with maintenance records, asset registers and computerised maintenance systems, together with sound Microsoft 365 skills.

Desirable

The following will be highly regarded:

• Marine Engine Driver Grade 1
• Master <45m or higher
• Commercial passenger vessel experience
• Experience with HELM or another computerised maintenance management system
• Experience developing or reviewing maintenance procedures
• Experience coordinating dry-dock or major vessel maintenance projects
• Knowledge of marine refrigeration, electrical systems and hydraulics

Why join us?

This is an opportunity to join a close-knit marine operations team and play an important role in keeping a fleet of commercial vessels operating safely and reliably.

You'll enjoy:

• A varied role across multiple marine operations and vessels.
• The opportunity to work with experienced maritime and technical teams.
• A hands-on role where your skills and practical knowledge will make a real difference.
• Opportunities to broaden your marine engineering and maintenance experience.
• Staff discounts across retail, dining, hospitality, tours and ferry travel.
• Uniform provided for sea-going and operational roles.
• Access to a 24/7 Employee Assistance Program.
• Opportunities for ongoing training, development and upskilling.

The location

The primary work locations are Tidal River at Wilsons Promontory and the Western Port Ferry Terminal at Crib Point, with work also undertaken at Queenscliff and Sorrento Ferry Terminals and onboard various vessels.

The role will suit someone who enjoys working in a dynamic marine environment and is comfortable travelling between operational locations as required.

How to apply

If you are an experienced Marine Maintenance Technician looking for a varied role where your practical skills will directly contribute to safe and reliable vessel operations, we'd love to hear from you.

Please apply via SEEK with your resume and a cover letter outlining your relevant marine maintenance experience and qualifications.

Please note:

• Australian work rights are required.
• A current AMSA Medical is required.
• A National Police Check is required, or you must be willing to obtain one.
• The role requires flexibility to work across different operational and vessel locations.
• No agencies please.

Apply now and become an important part of our Maritime Operations Team.