Customer Service Team Leader

NSW Public Service Commission; Sydney; Hybrid; AUD 82,000 - 90,000; Full time

Benefits offered by this job

Flexible work options

Job summary

NSW Trains seeks a capable leader to oversee the safe and efficient operation of the station during shifts. You will guide frontline staff, respond to service disruptions, and uphold high standards of customer service and station presentation.

You will coach and develop your team, build strong relationships with colleagues and stakeholders, and maintain a safety-focused culture in a fast-paced setting. This is a 24/7 rostered, on-site role with opportunities for overtime and future positions at

Qualifications

• Experience leading frontline teams in a fast-paced setting.
• Commitment to delivering high-standard customer service and safety.
• Ability to coach, motivate and develop staff to improve performance.

Responsibilities

• Be responsible for safe and efficient station operation during your shift, leading frontline staff and guiding responses to service disruptions and incidents.
• Lead, coach and develop your team to achieve high standards of customer service and station presentation.
• Demonstrate a safety-focused mindset, identify risks, set priorities and make timely decisions in a dynamic environment.
• Work a 24/7 rotating roster, including weekends, afternoons, nights and public holidays, with potential overtime.
• Talent Pool may be created for future vacancies at Central Station over the next 18 months.

Skills

Leadership

Customer service

Communication

Job description

Organisation/Entity: NSW Trains

Job category: Call Centre & Customer Service

Job location: Haymarket, NSW, AU, 2000

Job reference number: 111135

Employment type: Permanent Full-Time

Salary range: $1579.75-$1579.75

You're a future-focused leader who embraces and helps others adapt to change.

Your expertise in communication, problem-solving, empathy and conflict resolution are highly transferable and in-demand. Help us foster satisfaction and service experiences that transform lives of our community.

In this role, you'll:

• Be responsible for the safe and efficient operation of the station during your shift, leading frontline employees and providing clear guidance and support when responding to service disruptions, customer escalations and operational incidents.
• Lead, coach and develop your team to deliver high standards of customer service, station presentation and performance. Build trusted relationships with employees and key stakeholders to encourage collaboration, open communication and continuous improvement.
• Demonstrate a strong safety-critical mindset by proactively identifying risks, setting priorities and making clear, timely decisions in a fast-paced operational environment. Ensure safety procedures and operational requirements are followed, while supporting effective responses to incidents and emergencies.
• This position requires you to work a 24/7 rotating roster, including weekends, afternoon and night shifts, and public holidays. You will need to be flexible and available to work additional hours at short notice to support operational requirements, with overtime opportunities available.
• A Talent Pool will be created for future temporary, full-time positions that become available at Central Station 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.

About you

• You have demonstrated leadership experience in a frontline customer service or operational environment and can effectively manage competing priorities in a fast-paced, high-pressure setting.
• You are passionate about delivering exceptional customer service and have the ability to coach, inspire and motivate your team to achieve outstanding customer outcomes while fostering a positive, inclusive and safety-focused culture.
• You are resilient, safety-focused and able to make sound decisions in challenging situations while working collaboratively with colleagues and stakeholders to support operational success.

Who we are

Transport for NSW provides a safe, integrated, and efficient transport system. We connect people, communities and industry every day.

At NSW TrainLink, we help connect passengers 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.

Our workforce is as diverse as the community we serve. If you'd like further information on our inclusion and diversity initiatives, visit Transport careers

We offer a wide range ofemployee benefits , like our award-winning flexible and hybrid work options.

This is an in-person, on-site role.

For more information about this role, please contact [e-mail].

Aboriginal people and people living with disability are supported throughout the recruitment process and at work, and we encourage you to apply. VisitSupporting Aboriginal people orSupporting people with disability for more info or speak to your talent team member to arrange any adjustments to how you interact with us.

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Transport acknowledges the Aboriginal people of the country on which we work, their traditions, culture and a shared history and identity. We also pay our respects to Elders past and present and recognise the continued connection to country.