The Opportunity

Looking for a job where no two days are the same? Ready for a dynamic new challenge? We have a rewarding opportunity for a highly motivated communications professional to join the TfNSW Customer Journey Management Team. This role is critical in providing real-time information to our customers to make informed decisions across the NSW traffic and transport networks.

The position will ensure timely, relevant and detailed customer information is communicated to the public through various Transport for NSW communications channels, including leading and coordinating all operational communications during a crisis.

The TMC is a 24/7 operations centre and you will be required to work rostered rotating shifts that include weekends and act as a 24-hour contact for the organisation and the media.

This is a fixed term (up to 18 month) opportunity based in Eveleigh.

Key responsibilities:

• Co-lead a small team which operates in a dynamic environment to effectively communicate transport disruptions to the general public and key stakeholders
• Develop and mentor team members, manage performance, drive change and work constructively with internal and external stakeholders
• Work collaboratively to deliver consistent communications strategies which improve customer information
• Deliver and continually enhance best practice and innovative ways of working to manage high levels of customer service.
• Understand the needs of media, government and other stakeholders when managing planned and unplanned events which impact the Transport network, and effectively manage competing interests to achieve beneficial outcomes.
• Improve business efficiency and customer satisfaction by establishing and maintaining effective internal and external relationships in line with the needs of the organisation.
• Develop and maintain a network of reliable contacts with government, traffic and transport operators, other external stakeholders and the media to assist in the delivery and achievement of the communication goals and objectives of the Transport cluster.
• Work closely with senior operational staff in the Transport Operations Room to manage public-facing communication of major transport incidents.
• Conduct verbal and written briefings of senior executives and ministerial staff during major incidents and emergency situations.

Please click here to view a copy of the Role Description

About You

You are a dynamic and passionate people leader with demonstrated experience managing staff in an operational or communications environment. You are also a strategic thinker who thrives under pressure, with the ability to convert complex operational information during major incidents into clear information made available to the public, key stakeholders and executive briefings.

This is a challenging, high pressure yet rewarding role, where you must work in line with policies and procedures while still possessing the ability to think creatively to make informed decisions in a 24/7 operations centre environment. As a leader, you empower your team and develop their capability while leading by example.

Tertiary qualifications in a relevant discipline (such as communications) and/or relevant operational/industry experience are ideal, along with the ability to identify issues with a high risk or potential public exposure. As the role manages public-facing information, you will have an eye for detail and manage a high level of accuracy within your team. You will also be familiar with technology and possess the ability to quickly learn new and bespoke software, systems and online platforms.

Salary and Benefits

The salary for this position is Transport Grade 9 ($138,670 - $155,309) per annum plus superannuation and leave loading.