About us
NSW TrainLink helps connect customers all over NSW and beyond. Our intercity and regional network of trains and coaches provide valuable links between regional and metropolitan centres across NSW and between neighbouring states and territories.
Our services support thriving regional communities and economies by helping people access the things that are important to them and by bringing visitors to our stunning regions. And it's all thanks to our dedicated and passionate team from right across NSW, who work together to make more than 32.6 million customer journeys happen every year.
Find out more about NSW TrainLink
The opportunity
At NSW TrainLink, we are recruiting a Station Duty Manager to support our South and West Regional team based at Moss Vale.
Our Station Duty Managers are passionate about owning each interaction and going that extra mile to support our customers safely on their journey. This role will require you to be customer focused and take initiative on the station assisting customers and front-line staff as well as managing and resolving issues including train delays and safety incidents. In addition, you will manage escalations during the shift and provide support to peers. This is a collaborative role for an experienced and confident person who can make high pressure decisions in operational situations.
If you enjoy the challenge of working in an unpredictable work environment where no two days are the same and genuinely want to improve the customer experience, this is the perfect career for you.
About you
To be suitable for this role you have be able to demonstrate your experience in leading a team in a high-pressure environment. You will have a willingness to inspire and motivate the team you lead on shift. You will be our customer advocate ensuring that the cleanliness and maintenance of our station environment meets community expectations.
Reporting to the Area Customer Service Manager this role involves, however not limited to:
- Maintain customer service standards and ensures customer complaints are resolved promptly and effectively to promote a positive image of the station and NSW Trains.
- Making sure that the delivery of customer service, on time running, and safety is paramount and managed efficiently and effectively.
- Assist in the identification and development of strategies to improve customer service.
- Supervise, coach, and support the team on shift
- Monitor passenger movements during programmed work and other disruptions to ensure adequate services are provided to meet customer requirements.
- Responsible for Safe working practices whilst on shift at the station and in the train yard.
- Responsible for effective station operations in accordance with commercial practice to achieve NSW Trains business objectives.
- Responsible for reporting trends and monitoring performance.
- Identify, report, and resolve minor maintenance issues.
This role will be primarily based at Moss Vale; however, you may be requested to travel to up to 45 minutes to other stations depending on the business unit requirements.
The rotating roster is 38 hours per week, 19-days a month including 24/7 coverage with some shift’s times changing at short notice. Your shift work roster will include weekends, nights, and also may include public holidays.
Please click here to view a copy of the Duty Manager (Level 2) Position Description
Salary and benefits
Duty Manager (Level 2) salary is $84,187 per annum
Other benefits include:
- Up to five weeks of annual leave per year
- Leave loading, applicable shift allowances and penalty rates
- Free travel on NSW government trains, buses and ferries
- Flexible work practices
- Further opportunities for ongoing learning and career progression
- Full corporate work uniform provided.
Join NSW TrainLink for the opportunity to shape the future and make a genuine difference for the people and communities of NSW by providing a world class rail system.
For more information on Employee Benefits at NSW TrainLink please click Employee Benefits
How to apply?
To apply for this position, please submit a resume and answer the pre-screening questions set up on the application form.
Applications close: 11:59PM; Sunday 28 May 2023
A Talent Pool will be created for future positions that become available at Moss Vale over the next 18-month period. If you are deemed suitable at interview and a vacancy arises, you may be contacted and asked to complete pre-employment checks.
We’re an inclusive and flexible workplace
Here at Transport, we want our workforce to reflect the communities we serve by being an inclusive, diverse and flexible place for all our people.
We offer a range of flexible work and leave options for our people. These options depend on your role and the work you do. Some of the ways our people work flexibly include a hybrid mix of virtual and in-person collaboration, staggering work hours, or even allocating extra hours worked towards a day off from time to time. We also offer more structured flexible agreements and tailored hybrid options for people who live regionally. We’re proud to be recognised as a FlexReady Certified employer, a Family Inclusive Workplace and winners of the ‘Best Remote Work Strategy’ at the Australian HR Awards 2022.
We want to ensure that employees living with disability, as well as those providing care, are supported. Visit Supporting people with disability to learn more about our initiatives and requesting recruitment and workplace adjustments.
Please contact the Talent Specialist if you’d like to arrange any adjustments to how you interact with us throughout the recruitment process or would like to discuss flexible work options.
For any enquiries, please email Maxine Greenstreet at MAXINE.GREENSTREET@TRANSPORT.NSW.GOV.AU.
Job Segment: Manager, Customer Service, Management
