Customer Incident

2 weeks ago

North Sydney Council, Australia Pacific National Full time
Customer Incident & Performance Officer
Support our Coal haulage services from within the Day of Operations control function
Permanent opportunity, North Sydney location
12 hour rotating shifts, even time roster, weekend and night work required.
About us
Pacific National (PN) is the largest private provider of diversified rail freight services in Australia.

We haul a variety of freight including coal, intermodal containers, steel, and a range of bulk commodities and materials that keep the region's economy, businesses and households running.

We are a company built on solid foundations and we are incredibly proud of the essential role we continue to play supporting Australia's supply chain.

At Pacific National, we take great pride in delivering our best every day and have a relentless focus on customer service and place safety above all else.

We operate nationally with approximately 3,500 staff in over 90+ sites across Australia.

We respect and care for the communities in which we operate and continue to evolve our community engagement and strengthen relationships through partnerships and investment.

We are focused on reducing the carbon emissions of our business, while also enabling the reduction of carbon emissions in the broader supply chain to support the National targets.

About the role

The Customer Incident Performance Officer (CIPO) plays a key role in actively monitoring our train services in real time and within the 24 hour time horizon, to ensure delivery to the service plan.

You will be supporting the team by providing administrative support, customer service and data integrity tasks.

In this role you will actively monitor our train services in real time to ensure delivery to the service plan, record and communicate important and time sensitive information to a variety of stakeholders, and record incidents and safety breaches in our safety management system.

The team as a whole is responsible for working together to ensure Pacific National trains run on time, safely, and efficiently.


Key responsibilities include:
Acting as the first point of contact for incident reporting, following up on safety system warnings.
Entry of relevant data into our safety and transport/labour management systems.

Distributing critical information and notices on train running, Estimated Time of arrival queries, service issues and incidents to both internal and external stakeholders.

Provide broad support to the Service Delivery Supervisor to ensure effective and efficient delivery of services for our customers.

Contributing to the on-going high performance of assigned team by completing the role to a high standard and supporting the team to do the same.

Commitment to providing exceptional customer service; building strong working relationships with all customers (internal and external).
Continuing to develop and improve as an individual, including cross training in other roles within the team.
About you

To be successful in this role, you will be a recognised team player, with a strong customer-centric background and the ability to operate in a fast-paced shift work environment.


In addition:
Experience within a dynamic shift work environment is preferred
Excellent communication skills with the ability to communicate effectively using multiple mediums (phone, email, text messages, etc)
Intermediate level computer skills, with a background in safety management systems and/or reporting systems advantageous
Background in operations control, rail, transport or logistics will be advantageous but not essential
The benefits
At Pacific National we value diversity, inclusion and the contribution of each team member.

Our values underpin our commitment to create an inclusive culture where everyone is accepted and valued for who they are, enabling everyone to bring their authentic selves to work.

When you join the Pacific National team, you'll be encouraged to take ownership of your career and we'll be there to support you with a range of exciting initiatives including:
Opportunities for growth and career development
Access to mentoring programs
Paid parental leave up to 14 weeks,with superannuation - after only 6 months service
Parental benefits for birth, surrogacy, adoption, foster care, and kinship care
A focus on your mental health and wellbeing through our Peer Connect program
Access to our Employee Assistance Program, administered by Benestar, offering confidential counselling services for employees and their eligible family members, paid for by us at no cost to you
Access to Unmind, a digital platform that gives you access to tools, training and exercises that will support your mental wellbeing
Discounted fitness and wellbeing benefits with membership to Where Fit, our wellbeing benefits partner
Novated leasing and discounts on selected health insurance funds, travel,retail brands, vehicles and more.

We are proud to be a WORK180 Endorsed Employer for women, and you can visit our Work180 page Pacific National | WORK180 Endorsed Employerto find out more including a list of all of our benefits and policies.

We are seeking applicants who share our values: Make it simple, Share More, Kindness, Gratitude, Curiosity, and Own it.

These values help us achieve strong connections with everyone we work with and play an important part in motivating us all to do our best work.

Do you need reasonable adjustments during the recruitment process?
If you need an adjustment in the recruitment process, please outline at the time of your application.
Closing date
Applications close 13th June 2024.
Next steps
Are you ready to be part of our future?
To apply, please click on the 'Apply' button below and follow the prompts.
To find out more about Pacific National, our benefits and opportunities we offer, visit our careers
Acknowledgement of Country
We acknowledge the Traditional Custodians of the land on which we work, live and rail.

We pay respect to Elders past, present and future and to the continuation of cultural, spiritual and educational practices of all Aboriginal and Torres Strait Islander peoples.

#J-18808-Ljbffr

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