Rail Operations & Customer Experience Lead

Public Transport Authority; Western Australia; On-site; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Gym access

Subsidised corporate apparel

Spectacles subsidy

Supportive team environment

Social club

Job summary

Public Transport Authority in Western Australia is seeking a senior customer service leader for Transperth Train Operations. You will act as a senior point of contact for passengers, delivering accurate travel information and assisting during service disruptions, with a focus on a safe, welcoming environment and continuous improvement.

You will coordinate responses with control centres, support station staff and provide guidance to Customer Service Assistants and Passenger Ticketing Assistants.

Qualifications

• Demonstrated experience delivering exceptional customer service in a complex operational environment.
• Proven leadership skills with ability to motivate and influence teams.
• Strong communication, interpersonal and conflict-resolution abilities.
• Good analytical, problem-solving and organisational skills with solid administrative and computer literacy.

Responsibilities

• Provide accurate travel information and assist passengers during planned and unplanned service disruptions.
• Address customer enquiries and concerns in a professional, diplomatic and courteous manner.
• Coordinate responses during service disruptions and emergencies in collaboration with control centres and station staff.
• Oversee passenger movements during peak periods and events and support rail replacement bus operations.

Skills

Customer service

Leadership

Communication

Conflict resolution

Analytical thinking

Problem solving

Administration

Computer literacy

Job description

Public Transport Authority in Western Australia is seeking a senior customer service leader for Transperth Train Operations. You will act as a senior point of contact for passengers, delivering accurate travel information and assisting during service disruptions, with a focus on a safe, welcoming environment and continuous improvement.

You will coordinate responses with control centres, support station staff and provide guidance to Customer Service Assistants and Passenger Ticketing Assistants.