Customer Service Team Leader

NSW TrainLink; Sydney; On-site; AUD 82,000 - 100,000; Full time

Benefits offered by this job

Flexible work options

Hybrid work options

Job summary

NSW TrainLink is seeking a proactive station leader to oversee safety, service delivery and frontline teams at a busy NSW location. You’ll guide staff through disruptions, coach performance and uphold high customer service standards in a dynamic environment.

This in-person role requires a 24/7 rotating roster, including weekends, afternoons, nights and public holidays. You’ll work to ensure safety procedures, respond to incidents, and support continuous improvement across the station.

Qualifications

• Experience leading frontline customer service or operational teams.
• Ability to coach, motivate and develop staff.
• Strong communication skills and conflict resolution abilities.

Responsibilities

• Be responsible for safe, efficient station operations during shifts and guide frontline staff.
• Lead, coach and develop your team to deliver high customer service and performance.
• Identify risks, set priorities and make timely decisions in a fast-paced environment.
• Support responses to incidents, emergencies and service disruptions.
• Work a 24/7 rotating roster including weekends and public holidays with overtime as needed.

Skills

Frontline leadership

Customer service

Problem solving

Empathy

Conflict resolution

Safety awareness

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.

For more information on this position and business unit, view the role description and the Information Pack.

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.

Join us

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 of employee benefits, like our award-winning flexible and hybrid work options.

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

Applications close: 11:59 pm, Sunday 13th September 2026.

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. Visit Supporting Aboriginal people or Supporting 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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