Area Customer Service Manager

You want to contribute to making a difference to others through your work.

Your expertise in communication, problem-solving, empathy and conflict resolution are highly transferable and in-demand. Help us foster satisfaction and service experiences that transform lives of our community.

In this role, you'll:

Lead a regional team where you will be responsible for liaising with internal and external stakeholders, including customers and contractors as well as managing resources, including accommodations linked to Gosford station (crew facilities) with an emphasis on providing a great customer experience in a region which is experiencing growth and development.

Drive continuous improvement of Station functions including customer service, operational roles, systems and processes and continually analyse performance standards (KPIs) and report as required.

Lead and develop team (cross functional) capability through coaching and mentoring of staff and encouraging development and continuous learning. Participate in training and development, proactively review and strive for continuous improvement of staff performance, rostering, planning and any other associated activities as required

Based in the Gosford station, you will coordinate for your team (39 employees) to ensure operational efficiency, including station cleanliness and quality services to customers.

For more information on this position and business unit, view the role description.

About you

You have demonstrated experience as a strong people leader, capable of managing expectations and building partnerships with both internal and external stakeholders in an operational role.

You will be able to demonstrate experience of running customer focused operations, ensuring successful improvements to service delivery.

In addition to developing your own skills and capabilities, you will be motivated by and draw satisfaction knowing that you are making a real difference working on services that connect local people and communities.

This position is based full-time, on-site at Gosford station.

Although this role is a day shift Monday to Friday role, at times you may be required to be on site for business needs outside of working hours.

Who we are

Transport for NSW provides a safe, integrated, and efficient transport system. We connect people, communities and industry every day.

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.

Join us

Our workforce is as diverse as the community we serve. If you'd like further information on our inclusion and diversity initiatives, visit Transport careers.

We offer a wide range of employee benefits, like our award-winning flexible and hybrid work options.

This is an in-person, on-site role.

What are you waiting for…? Connect with us. Apply now

Applications close: 11:59 pm 24th August 2025.

For more information about this role, please contact RICHARD.PICKFORD@TRANSPORT.NSW.GOV.AU.

Aboriginal people and people living with disability are supported throughout the recruitment process and at work, and we encourage you to apply. Visit Supporting Aboriginal people orSupporting people with disability for more info or speak to your talent team member to arrange any adjustments to how you interact with us.

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