About us

At Sydney Trains, our rail services keep Sydney moving by putting our customers at the centre of everything we do. We work with our local communities to deliver safe, timely and efficient rail services 24 hours a day, seven days a week.

Our trains and network are evolving to meet the needs of our customers now and well into the future. We’re continuing to integrate technological innovations that help us deliver a smarter and more sustainable network.

About the team

Customer Operations brings together Customer Service and Operations Delivery to create a seamless journey for our customers. We provide a strong focus on the operational planning of daily controls in a multi modal transport system and the delivery of exceptional service and safety awareness to our customers. Sydney Trains comprises of 17 areas, led by our Customer Area Managers.

The opportunity

As we continue to make positive changes, we have multiple exciting opportunities for full-time Customer Service Team Leaders to join our Customer Operations Team at Sydney Trains.

These full-time positions will be based at locations across Sydney CBD and will see you empowering teams of up to 15. These positions will see you inspiring your team to push their standards of service through regular training, coaching, and mentoring to support the development of your staff. You will respectfully manage employee performance and ensure clear communication is delivered across business updates, changes, performance results and pre and post briefings with your team.

Please click here to view a copy of the position description.

About you 

As a Customer Service Team Leader, it’s imperative you possess the ability to communicate with influence, engage and build strong and trusting relationships whilst fulfilling stakeholder and team expectations.

Aside from your positive and proactive attitude, you will be well versed in working in a fast-paced customer service environment. Your confidence in leadership will demonstrate your safety critical mindset, make smart on the spot decisions and your skills to build a cohesive and collaborative team culture striving to exceed customer expectations.

In addition, you will also possess:

Knowledge of customer service and safety standards

Knowledge of relevant Legislation and Authority policies, procedures, and guidelines for station operations

Understanding of EEO principles, the Ethnic Affairs Priority Statement), WHS and Environmental Policies

Commitment to ethical practices

Understanding of basic computer operations and software standards

Salary and benefits

The salary for this position is $1290.00 per week plus superannuation and leave loading.

Sydney Trains offers its employees challenging and rewarding work with opportunities for career progression, learning and development and work-life balance. Other benefits include:

Free travel on Government trains, buses, and ferries

Applicable Shift Allowances and Penalty Rates 

For more information on Employee Benefits, please click here 

Essential requirements 

You must be available and willing to work rotating shifts including shift work, late nights, early mornings, weekends, and public holidays. Extended hours may be necessary at short notice.  

Please note: successful candidates will need to undertake background checks and criminal record checks.  

Own transport is beneficial as some shift start times are out of train operating hours. 

How to apply 

To apply for this position, you will need to submit your resume and complete a number of application questions. 

Please note application screening may commence prior to application end date.  

Click on the APPLY button below.  

For more information on how to apply for a role in the NSW Public Sector please click here  

For any enquiries, please contact Anne Tran at Anne.Tran@transport.nsw.gov.au 

Note, applications will NOT be received via email.

Applications close: Sunday, 17 April, 11:59pm

Application screening may commence prior to the application close date.

For permanent positions in the NSW Public Sector, you need to be an Australian Citizen or Permanent Resident. For most Temporary jobs, you need a visa that gives you permission to work in Australia. To be considered for these roles you must be 18 years of age. Applicants will need to complete merit-based selection activities and will be subject to satisfactory medical, drug & alcohol and criminal record checks as part of the selection process.  

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We are the community we serve

We are committed to being an inclusive, diverse and flexible workplace where differences are valued. We welcome people of all backgrounds, experience and abilities.

We enable our people to work in ways that work for them and their teams. Working virtually and from different locations including regional locations, staggering work hours and job sharing are just some of the ways our people can work flexibly.

Please contact the Talent Specialist below if you require any adjustments to be made to how you interact with us throughout the recruitment process or would like to discuss flexible work options.

For any enquiries, please email Anne Tran at ANNE.TRAN@TRANSPORT.NSW.GOV.AU.

We’re certified as a Family Inclusive Workplace

Our flexible work practices and policies for parental leave, employee and family wellbeing and family care enable us to provide genuine support for our people to thrive at work and at home.

Apply today to register your interest!

Take a look at our application tips video series for plenty of great information on navigating and acing the application and recruitment process with Sydney Trains.

Find out more about Sydney Trains at https://www.transport.nsw.gov.au/sydneytrains/about-sydney-trains. ​

Our COVIDSafe Measures Policy

All Transport for NSW workers are required to have:

appropriate evidence of being fully vaccinated with a TGA approved COVID-19 vaccine; or

an approved medical contraindication.

You will be required to show proof of your COVID-19 vaccination status or apply for a medical exemption prior to securing this role.

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