Customer Journey Coordinator - Stations

Metro Trains Sydney; Canterbury-Bankstown; On-site; AUD 98,000 - 109,000; Full time

Benefits offered by this job

Paid training program

Free travel on Metro network (Opal)

Five weeks annual leave

Uniform and mobile phone

Overtime eligibility and penalties on

Novated leasing options

Wellness discounts (RCVRI Studio)

Fitness Passport access

City Fertility assistance

Private health discounts (Medibank/BUP

Career pathways and ongoing PD

Job summary

Metro Trains Sydney is seeking Customer Journey Coordinators – Stations to join our Customer Operations team across Southwest stations. You’ll support safe, reliable passenger movement and deliver exceptional service in a 24/7, shift-based role.

The role emphasizes safety, customer focus, and clear communication, with comprehensive training and progression opportunities. Successful candidates join a values-driven, inclusive workplace and receive full uniform, Opal card and staff benefits.

Qualifications

• Customer-focused and safety-conscious professional
• Clear communication and calm under pressure
• Team player with ability to work independently
• Comfortable using Microsoft Office and business systems
• Value cultural diversity and inclusivity

Responsibilities

• Coordinate end-to-end customer journey within station environments
• Deliver high-quality customer service and assist with enquiries and wayfinding
• Support daily station operations, ensuring readiness, cleanliness and functionality
• Manage customer flow, especially during peak periods and events
• Respond to incidents and disruptions with real-time communication
• Maintain safety, accessibility and operational standards

Job description

MTS are the proud operators and maintainers of the M1 Northwest and Bankstown Line with the new City section now operational. We run a fully automated passenger railway – an Australian first. We connect our customers to opportunities that matter to them while delivering the next generation of rail travel to Sydney. With global expertise, we manage 51.5km of track and 21 stations, with a planned expansion into southwest Sydney.

About the Role

We’re looking for passionate, resilient and service driven Customer Journey Coordinators – Stations (CJC-S) to join our Customer Operations team. Based across our Southwest stations from Sydenham to Bankstown, you’ll be a visible and trusted presence, helping customers travel safely and confidently every day.

At the heart of station operations, you’ll create positive customer experiences while supporting the safe, efficient and reliable movement of people across the Metro network. You’ll work closely with operational teams, manage passenger flow, respond to incidents and disruptions and provide clear, timely information when customers need it most.

Key Responsibilities:

• Coordinate and enhance the end-to-end customer journey within station environments
• Deliver high-quality customer service and assist with enquiries and wayfinding
• Support daily station operations, ensuring readiness, cleanliness and functionality
• Manage customer flow, particularly during peak periods and major events
• Respond to incidents and disruptions, providing clear, real-time customer communication
• Maintain safety, accessibility and operational standards

This is a 24/7 operational role working rotating 12-hour shifts at stations, including early starts, nights, weekends, public holidays and peak periods.

We are offering permanent full-time opportunities based across our Southwest stations.

About you

You’re a customer focused, adaptable professional who combines sound judgement with a strong commitment to safety. You communicate clearly, stay calm under pressure and take pride in delivering dependable service in fast-paced environments.

You work confidently both independently and as part of a team, are comfortable using Microsoft Office and other business systems, and value cultural diversity. You show patience and empathy when supporting customers with additional needs and can meet the physical requirements of the role, including standing for extended periods.

Next steps in our recruitment process

As part of our commitment to safety and operational excellence, applicants will be assessed through a structured, merit-based selection process. This may include the following stages:

• Invitation to attend an information session webinar to be held on Wednesday 11 November 2026 (for shortlisted applicants).
• Completion of psychometric assessments and a job profile questionnaire
• Participation in a pre-recorded video interview
• Attendance at an in-person panel interview
• Successful completion of a Category 3 Rail Safety Medical, including drug and alcohol screening, in accordance with rail safety standards
• Completion of a National Police Check
• Provide two (2) recent professional work references

Please note that progression through each stage is based on individual performance, and not all applicants will advance to every stage of the process.

Training Program

Successful candidates will complete a comprehensive five-week training program covering rail operations fundamentals, personal safety, emergency procedures, customer service and first aid. The program includes written and practical assessments, and you’ll need to demonstrate competency in each area. The first two weeks are delivered in an intensive, interactive classroom environment, followed by practical learning to help prepare you for the role. Due to the safety critical nature of this role, maintaining competency in all units of certification is a mandatory requirement of employment.

What’s on Offer

• Permanent full-time employment with a comprehensive five-week paid training program
• Annual remuneration package from $97,669.69 (inclusive of superannuation), plus overtime. This increases to $108,521.87 (inclusive of superannuation), plus overtime, once all competencies and Job Readiness Assessments are successfully completed
• Penalty rates for working on public holidays
• Five weeks’ annual leave, with the option to purchase up to two additional weeks
• Full uniform, mobile phone and Employee Opal card, providing free travel on the Metro network
• Career pathways and ongoing professional development

You’ll also have access to a range of benefits designed to support your health, wellbeing and financial goals.

• RCVRI Wellness Studio (Martin Place): Our newest benefit! Access exclusive employee discounts at RCVRI focused wellness treatments
• Fitness Passport: A discounted workplace health program that gives you and your family access to hundreds of gyms and pools across the country.
• City Fertility: Access to specialized support and information regarding fertility treatments and reproductive health.
• Medibank and BUPA Health Insurance: Access exclusive corporate discounts on eligible private health insurance products.

Financial Benefits & Novated Leasing

Choose from three leading novated leasing providers and bundle eligible vehicle running costs into one convenient, tax-effective payment.

Lifestyle & Rewards

• Flare Rewards: A digital platform offering discounts and cashback at hundreds of major retailers, helping your everyday budget go further.

We are dedicated to adhering to our Organisation Values and Behaviours. We areFriendly,Agile,InnovativeandReliable.

If you’re ready to build a rewarding career in a safety-critical, customer-focused environment, we’d love to hear from you.

MTS is an equal employment opportunity employer. We are committed to an inclusive workforce and welcome applications of candidates from culturally diverse backgrounds, people with disabilities, and people of Aboriginal and Torres Strait Islander descent.