Area Customer Service Manager

Organisation/Entity: NSW Trains- Job Category: Call Centre & Customer Service- Job Location: Wickham, NSW, AU, 2293- Job Ref No: 78873- Employment Type: Permanent Full-Time- Salary Range: $124057.0-$137940.0**About us**

NSW TrainLink is a multi-modal passenger transport service provider, providing rail and coach services across NSW and connecting NSW to Victoria, Queensland and the ACT. NSW TrainLink delivers integrated and flexible transport solutions and improved transport outcomes for the community and to stimulate the economy of regional NSW.
At NSW TrainLink, our aim is to help make regional NSW a great place to live, work and visit.
Transport for NSW’s vision for 2056 is to maximise regional NSW potential and recognise the diversity between regions in their natural assets, individual communities, local skills and globally competitive industries.
NSW TrainLink offers its employees challenging and rewarding work with opportunities for career progression, learning and development, flexible work practices and work-life balance.

**The opportunity**

Right now, is an exciting time to join TrainLink as the Area Customer Service Manager for Newcastle and play a pivotal role in Newcastle’s thriving transport. As a key leader managing a cross-functional team consisting of station staff, on board staff and train crew you will have the opportunity to focus on increased community and customer engagement and drive community engagement in a region which is experiencing once-in-a-generation growth and development.
This is a strategic and autonomous role, with a focus on people leadership and people engagement in a complex customer focused operational and geographically dispersed environment.

**What you will be involved in**:

- Motivating and leading a largely frontline team, to ensure safe and efficient customer service and train operations focusing on a ‘one team’ approach
- Promoting and delivering increased community and customer engagement
- Leading the operation and delivery of a strategic multimodal transport hub/interchange and stations focusing on customer service delivery including facilities, security, staff presence and station presentation
- Leading key relationships with internal /external operational and strategic partners and stakeholders
- Actively promoting and implementing change and facilitating team contribution to risk management, cost management and seasonal /special event activities

**About you**

You will be strong people leader and draw upon your extensive leadership experience to foster a culture of accountability and performance both within your own team and when collaborating with multiple stakeholders, including representatives from the community and NSW TrainLink teams.
- We are looking for a forward thinking and strategic manager that has demonstrated experience of making it happen in a complex and changing 24/7 environment. You’re a people’s person who has a genuine interest in the success of your team, but you can also hold people accountable at the same time.Your strong stakeholder engagement skills will see you successfully engage and influence multiple stakeholders in a complex customer focused operational and geographically dispersed environment. You are experienced and demonstrate an understanding of supporting transformational change and you don’t shy away from having tough conversations or making difficult decisions in the interest of our customers, the people of NSW.

You are genuine, authentic and have your finger on the pulse with what’s happening in the community of Newcastle.

Just like us, you put customers at the centre of every decision you make and draw satisfaction from the knowledge that you are making a real difference working on services that connect people and communities.

Demonstrated leadership and management experience across diverse teams in a complex customer service and safety critical environment is essential.

**Want to know more?**

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

**Interested?**

Joining NSW TrainLink, you’ll have access to a range of unique government benefits in a flexible work environment like no other. If you’re ready to step into this meaningful and rewarding role, we want to hear from you

**Our commitment to Diversity**

**Salary and benefits**

The salary for this position is RC6 ($127,559 - $141,442) per annum plus superannuation and leave loading.
- NSW TrainLink is committed to creating a diverse, inclusive and flexible workforce which reflects the customers and community we serve. We offer 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
- Flexible work practices

If you are ready to make a real difference in a forward thinking and dynamic work environment, we’d like to hear from you.**How to apply**Need help?**

**Applicatio