Duty Managers

**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

**The opportunity**

At NSW TrainLink, we’re excited to be looking to fill multiple Station** Duty Managers** positions to support our network in the North and Central Regional team. Our current vacancies are based at **Wyong**,** Woy Woy** and **Maitland**.

We are recruiting Station **Duty Managers**, that are passionate about owning each interaction and going that extra mile to support our customers safely on their journey. You will be proactive and have the drive to get the most out of your team.

These roles will require you to be customer focused and approachable. You will be a solution orientated leader will strong communication skills and the demonstrated ability to support and develop others. These roles require strong leadership skills and experience, and confidence in your ability to make the right decision in high pressure situations.

To be successful, you will be someone that is resilient and able to make quick decisions independently. Ideally you will have extensive experience managing a highly confident and diverse team in an operational or high-pressure environment.

You will be out and about at the station assisting customers and front-line staff as well as managing and resolving operational issues including train delays and incidents. In addition, you will manage escalations, resolve conflict, and provide support to peers.

If you love being challenged in an unpredictable work environment where no two days are the same, and are comfortable making decisions under pressure and genuinely want to improve the customer experience, this is the perfect career for you.

**About you**

You have demonstrated experience in leading and managing a team in a high-pressure environment and work collaboratively with the broader team. You need to have a willingness to learn, inspire and motivate the team you lead. You will be our customer advocate ensuring that the cleanliness and maintenance of our station environment meets community expectations.

Reporting to the respective Station Managers these roles involve, however not limited to:

- Maintain customer service standards and ensures customer complaints are resolved promptly and effectively to promote a positive image of the station and NSW Trains.
- Making sure that staff and facilities, delivery of customer service, on time running, and safety of customers are managed efficiently and effectively.
- Assist in the identification and development of strategies to improve customer service.
- Supervise, coach, and support a customer focused team on shift
- Monitor passenger movements during programmed work and other disruptions to ensure adequate services are provided to meet customer needs.
- Responsible for effective station operations in accordance with commercial practice to achieve NSW Trains business objectives.
- Responsible for reporting trends and monitoring performance.
- Identify, report and resolve minor maintenance issues.

Woy Woy and Wyong roles will be primarily based at its respective home station; however, you may be requested to travel to up to 90 minutes to other stations depending on the business unit requirements.

The roles will work a shift work roster, including weekends and nights and public holidays. The rotating roster is 38 hours per week, 19-days a month including 24/7 coverage with some shifts times changing at short notice.

It is important to note that the difference between a Level 1 and 2 Duty Manager role is the size of station and number of staff you will be managing whilst on shift.

**Salary and benefits**

The salaries for these positions are:
Duty Manager - Level 1 - $75,523.00 per annum

Duty Manager - Level 2 - $78,166.00 per annum

NSW Trains offers its employees challenging and rewarding work with opportunities for career progression, learning and development and work-life balance.

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.

Join NSW TrainLink for the opportunity to shape the future and make a genuine difference for the people and communities of NSW by providing a world class rail system.

**How to apply?**