Rail Operations Incident & Performance Lead

Pacific National; North Sydney; On-site; AUD 80,000 - 100,000; Full time

Benefits offered by this job

Paid parental leave

Novated leasing

Fitness Passport

Purchase leave program

Employee Assistance Program

Job summary

Pacific National in North Sydney is seeking a proactive Customer Incident & Performance Officer to monitor train services in real time, coordinate incident responses and ensure on-time, safe freight delivery across our network. No prior rail experience is required as full training is provided; transferable skills from logistics, transport or customer service are welcome.

You will work on a rotating 12-hour roster and collaborate with multiple teams to keep information flowing and services

Qualifications

• Experience in logistics, aviation, transport, customer service or a similar fast-paced environment.
• Strong communication and stakeholder management.
• Excellent attention to detail and accurate record keeping.
• Ability to prioritise tasks and stay calm under pressure.
• Willingness to learn new systems and processes.

Responsibilities

• Monitor live train services and performance against the service plan.
• Coordinate incident responses and safety system alerts.
• Record operational and safety information in real time.
• Communicate service disruptions, estimated arrival times and incident updates to stakeholders.
• Coordinate with service delivery, terminal and network teams to support operational outcomes.
• Provide clear, timely and professional customer and operational communications.
• Maintain data accuracy and identify issues affecting train performance or service delivery.

Skills

Logistics

Customer service

Scheduling

Communication

Data entry

Problem solving

Attention to detail

Teamwork

Safety awareness

Tools

MS Office

CRM systems

Job description

Pacific National in North Sydney is seeking a proactive Customer Incident & Performance Officer to monitor train services in real time, coordinate incident responses and ensure on-time, safe freight delivery across our network. No prior rail experience is required as full training is provided; transferable skills from logistics, transport or customer service are welcome.

You will work on a rotating 12-hour roster and collaborate with multiple teams to keep information flowing and services