TLI33122 Certificate III in Rail Customer Service

TLI33122
Certificate III in Rail Customer Service

Course Duration

6 Months

Course Fees

Delivery Mode

Blended Delivery

Your Pathway to a Career in Rail Customer Service

The TLI33122 Certificate III in Rail Customer Service is designed for individuals seeking a career in the rail passenger transport industry or those currently working in customer-facing rail operations. This nationally recognised qualification develops the practical skills, operational knowledge and professional behaviours required to deliver safe, efficient and high-quality customer service within rail environments.

Throughout the course, learners develop the confidence to communicate effectively with customers and colleagues, respond to operational incidents, follow rail safety procedures, use workplace technology, and contribute to the smooth operation of stations and passenger services. The qualification also develops leadership capabilities for those progressing into senior customer service or station operations roles.

Units of Competency

Core Units
SITXCOM010 Manage conflict
TLIB3118 Apply awareness of railway fundamentals
TLIE3022 Complete workplace documents
TLIF3085 Apply local incident response procedures
TLIG3003 Apply positive behaviours in the workplace
TLII3022 Provide customer service in rail operations

Group A: Work Health and Safety
TLIF0025 Follow work health and safety procedures

Group B: General Electives
TLIF0008 Apply safety critical communications in the rail environment
TLIF0020 Safely access the rail corridor
TLIF2010 Apply fatigue management strategies
TLIF2062 Apply awareness of safeworking rules and regulations
TLIG0002 Lead a work team

Entry Requirements

There are no entry requirements for this qualification.

Where This Course Can Take You

Passenger service officer
Senior customer service assistant/officer
Station manager
Station officer
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

Build confidence in customer-facing roles by developing professional communication, conflict resolution and problem-solving skills.
Boost your career with a nationally recognised qualification.
Contribute to a positive passenger experience by delivering safe, professional and customer-focused service every day.