Customer Service Team Leader

**Customer Service Team Leader**:

- Organisation/Entity: NSW Trains
- Job category: Call Centre & Customer Service
- Job location: Haymarket, NSW, AU, 2000
- Job reference number: 98315
- Employment type: Fixed Term Full-Time
- Salary range: $1389.3-$1389.3

You’re a future-focused leader who embraces and helps others adapt to change.

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**:
Be responsible for station operations and frontline staff on shift by providing leadership, guidance and support when dealing with services issues and escalations.

Build strong and trusting relationships with your team and other stakeholders to ensure a collaborative team culture and want to assist in developing innovative strategies to improve our services.

Demonstrate a safety critical mindset and proactively determine priorities while working in a fast-paced operational environment to ensure all safety standard requirements are met.

Please view the Role Description and the Information Pack.

These current vacancies are permanent full-time roles working on a 24/7 rotating shift roster which includes weekends, afternoons, nights and as well as public holidays. You may also be requested to work additional hours at short notice with the potential for overtime.

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.

**About you**

You have previous experience as a leader within a frontline customer service or operational environment and can demonstrate working under pressure.

You have a willingness to teach, inspire and motivate the team you lead whilst being a customer service advocate with a passion for delivering exceptional service to our passengers.

You are resilient and able to make clear and decisive decisions when under pressure independently in a safety focused environment while working alongside a team of other stakeholders.

**Who we are**

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

At NSW TrainLink, we help connect passengers 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.

**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.

**Applications close: 11:59 pm Sunday 9th February 2025**

People living with disability are supported throughout the recruitment process and at work. Visit Supporting 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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