Customer Service Team Leader

2 weeks ago

Sydney, New South Wales, Australia NSW Government -North & Central Region Full time

About us
NSW TrainLink helps connect customers 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.

And it's all thanks to our dedicated and passionate team from right across NSW, who work together to make more than 32.6 million customer journeys happen every year.

Find out more about NSW TrainLink

About the team


Our North and Central Regional team members are the face of NSW TrainLink, ensuring our customers have a great experience while using our services.

The team is dedicated to creating a new innovative culture where everyone is responsible for making a difference and developing the organisation.


The opportunities


We're looking for passionate individuals who have leadership experience in the customer service environment and want to join our team as
Customer Service Team Leader based at
Central Station.

The primary role of the Customer Service Team Leader is to:

  • Provide a high level of Customer Service to all stakeholders and ensure that customer complaints are dealt with in a prompt manner
  • Lead and encourage a team to ensure that their standards of service are meet through training and mentoring to support their development
  • Coordinate the cleaning and maintenance of the station and fleet as well as ensure all safety requirements are meet to a quality standard
  • Monitor staff and customers are safety at all times. Respond to emergencies and/or incidents when they arise and comply with Safety, Responsibilities, Authorities and Accountability
  • Monitor station operation and protect station revenue and stores
  • Actively advocate and champion behaviours and a workplace culture which promotes safe and fair practices and behaviours and improved employee flexibility
  • Contribute to the strategic plan to encourage the business growth
  • Determine priorities and allocate team resources to complete work against strict deadlines and contribute to reliability and availability of the fleet
View the
Position Description for this position.

About you


As a Customer Service Team Leader, you will need to possess the ability to lead and provide guidance, engagement and support to the team whilst fulfilling stakeholder expectations and meeting all external requirements.

With a proactive attitude and a 'make it happen' approach, you will thrive in a fast-paced customer service environment where no day is ever the same.

With your previous leadership and safety focus and knowledge you will build the collaborative team culture to deliver excellent customer service 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


You also 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.

Salary and Benefits
Customer Service Team Leaders receive $
1,389.30 per week.

Other benefits include:

  • Up to five weeks of annual leave per year
  • Leave loading, applicable shift allowances and penalty rates
  • Free travel on NSW government trains, buses and ferries
  • Flexible work practices
  • Further opportunities for ongoing learning and career progression
  • Full corporate work uniform provided.
For more information on the benefits of working with NSW TrainLink, read our Employee Benefits Guide

How to apply

Applications close: 11:59 PM on Sunday, 21 May 2023


A Talent Pool will be created for current and future temporary and permanent 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.


We're an inclusive and flexible workplace


Here at Transport, we want our workforce to reflect the communities we serve by being an inclusive, diverse and flexible place for all our people.

We offer a range of flexible work and leave options for our people. These options depend on your role and the work you do.

Some of the ways our people work flexibly include a hybrid mix of virtual and in-person collaboration, staggering work hours, or even allocating extra hours worked towards a day off from time to time.

We also offer more structured flexible agreements and tailored hybrid options for peo

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