Customer Incident & Performance Officer

Pacific National; Sydney; On-site; AUD 80,000 - 110,000; Full time

Benefits offered by this job

Paid parental leave

Novated leasing

Fitness Passport

Purchase leave program

Employee Assistance Program

Job summary

Pacific National, Australia's largest private rail freight operator, seeks a proactive Customer Incident & Performance Officer in North Sydney. You’ll monitor live train services, coordinate incident responses and keep stakeholders informed to ensure safe, on-time freight delivery. No rail experience?

Full training provided. Background in logistics, transport, or customer service will help you adapt quickly.

Qualifications

• Experience in logistics, aviation, transport, customer service or similar fast-paced environments.
• Strong communication skills and ability to share information with stakeholders.
• Excellent attention to detail and accurate record keeping.
• Ability to prioritise tasks, stay calm under pressure and adapt quickly.
• Proficient computer skills; willingness to learn new systems.
• Safety-minded, proactive, team-focused.
• Flexible to rotate a 12-hour roster including nights, weekends and public holidays.

Responsibilities

• Monitor live train services and track performance against the service plan.
• Act as key contact for incident reporting and safety system alerts.
• Record and maintain accurate operational data in real time.
• Communicate service disruptions, ETAs and updates to stakeholders.
• Coordinate with service delivery, terminal and network teams to support outcomes.
• Provide clear, timely and professional customer and operational communications.
• Identify issues that may affect train performance or service delivery.

Skills

Logistics experience

Aviation experience

Transport experience

Customer service

Operations experience

Scheduling

Communication

Attention to detail

Problem solving

Computer skills

Team player

Safety mindset

Roster flexibility

Job description

• Enjoy a lifestyle 12-hour roster: 4 on/5 off, 5 on/4 off, 5 on/5 off
• Full training provided to set you up for success
• Make a real impact helping keep Australia’s essential freight moving safely and on time

Join Pacific National – Australia’s largest private rail freight operator

Every day, Pacific National transports millions of tonnes of essential freight across Australia. We move intermodal containers, coal, steel and bulk commodities that keep Australia moving.

We’re looking for a proactive and detail-oriented Customer Incident & Performance Officer to join our team in North Sydney. If you enjoy working in a fast-paced environment, coordinating important information and solving problems as they arise, this could be the opportunity you’ve been looking for.

No rail experience? We provide full training to help you succeed. If you have experience in logistics, aviation, transport, customer service, operations or another fast‑paced, time‑critical environment, your skills could be a great fit for this role.

What You’ll Do

As a Customer Incident & Performance Officer (CIPO), you’ll monitor train services in real time, helping ensure our operations run safely, efficiently and in line with the service plan.

You’ll play an important role in keeping information flowing, coordinating incident responses and supporting the reliable delivery of freight services across our network.

Your responsibilities will include:

• Monitoring live train services and tracking performance against the service plan.
• Acting as a key contact for incident reporting and safety system alerts.
• Recording and maintaining accurate operational and safety information in real time.
• Communicating service disruptions, estimated arrival times and incident updates to relevant stakeholders.
• Coordinating with service delivery, terminal and network teams to support effective operational outcomes.
• Providing clear, timely and professional customer and operational communications.
• Maintaining accurate data and supporting the identification of issues that may affect train performance or service delivery.

What You’ll Bring

You don’t need to have worked in rail to succeed. We’re interested in people with transferable skills, a positive attitude and the ability to stay organised when priorities change.

You’ll bring:

• Experience in logistics, aviation, transport, customer service, operations, scheduling or a similar fast‑paced environment.
• Strong communication skills and confidence sharing important information with a range of stakeholders.
• Excellent attention to detail and a commitment to accurate record keeping.
• The ability to prioritise tasks, think on your feet and remain calm under pressure.
• Sound computer skills and a willingness to learn new systems and processes.
• A proactive, team‑focused attitude and a commitment to safety.
• Flexibility to work a rotating 12-hour roster, including nights, weekends and public holidays working 4 on/5 off, 5 on/4 off, then 5 on/5 off

Why Join Us?

At Pacific National, we value every team member and are committed to creating an inclusive workplace where everyone feels respected, supported and accepted.

Some of the benefits we offer include:

• Paid parental leave.
• Novated leasing.
• Fitness Passport.
• Purchase leave program.
• Access to our Employee Assistance Program through Sonder.
• Career development and internal mobility opportunities.

Our values guide everything we do: Make it Simple, Share More, Kindness, Gratitude, Curiosity and Own It. Together, we support one another, build strong connections and deliver our best work every day.

Ready to Deliver What Matters?

If you’re coming from logistics, aviation, transport, customer service or another operational environment and are ready for your next challenge, we’d love to hear from you.

Pacific National acknowledges the Traditional Custodians of the land on which we work, live and rail.