TLI22321 Certificate II in Rail Customer Service

TLI22321
Certificate II in Rail Customer Service

Course Duration

6 Months

Course Fees

Delivery Mode

Blended Delivery

Get Started in Rail Customer Service

The TLI22321 Certificate II in Rail Customer Service is a nationally recognised qualification designed for individuals working, or seeking to work, in customer service roles within the passenger rail industry. The course provides the practical skills and foundational knowledge required to deliver professional customer service while operating safely within rail environments. Learners develop the capability to communicate effectively with passengers and colleagues, follow rail operational procedures, support safe workplace practices, and contribute to the delivery of efficient passenger services. The qualification prepares participants for frontline roles where customer experience and rail safety are equally important.

Units of Competency

Core Units
TLIB3118 Apply awareness of railway fundamentals
TLIE0002 Process workplace documentation
TLIE1003 Participate in basic workplace communication
TLIE2007 Use communications systems
TLIF0025 Follow work health and safety procedures
TLIG0003 Work effectively with others in a team
TLII3022 Provide customer service in rail operations

General Elective Units
TLIF0008 Apply safety critical communications in the rail environment
TLIF0020 Safely access the rail corridor
TLIF2006 Apply accident-emergency procedures
TLIF2010 Apply fatigue management strategies
TLIF2062 Apply awareness of safeworking rules and regulations

Entry Requirements

There are no entry requirements for this qualification.

Where This Course Can Take You

Booking clerk
Customer service attendant/assistant
Passenger service officer
Station assistant/officer
Train buffet operator
Train conductor

Delivery Mode

This course is delivered through a blended delivery model that combines structured face-to-face training, practical hands-on instruction, and self-paced learning.

Assessment Information

Knowledge assessments: Written tests to evaluate participants' understanding of the course material.
In-field logbook: Participants complete tasks under the supervision of a qualified mentor, documenting their experiences and competencies in a logbook.
Practical observation assessments: Hands-on activities where participants demonstrate their skills in a controlled environment.
Portfolio of Evidence: for some units of competency students will be required to submit a portfolio of evidence to support other assessment methods and demonstrate competency.
Third-Party Reports: third-party reports will be required as supplementary evidence.

How This Course Can Benefit You

Develop job-ready customer service skills to confidently assist passengers and provide professional service in busy rail environments.
Boost your career with a nationally recognised qualification.
Learn essential rail safety practices and understand the responsibilities of working in a safety-critical industry.