Duty Manager

**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**

We have multiple exciting opportunities for Duty Manager’s to join our teams in the Newcastle, Broadmeadow, and Maitland. Reporting to their respective Station Managers, you will be responsible for the day-to-day operation of the station. Making sure that staff and facilities, delivery of customer service, on time running, and safety of customers are managed efficiently and effectively.

Each position will be primarily based at its respective home station; Newcastle, Broadmeadow, or Maitland, however you may be requested to travel to other stations (within 90 minutes) along the Central Coastline depending on the business unit requirements.

It is important to note that this role may work a relief shift work roster, including weekends/nights. 19-day month, 38 hours a week, 24/7 coverage and that shifts times and location can change at short notice.

This role involves, but is 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.
- 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 and resolve minor maintenance issues.

View the role description for Duty Manager Level 1 (Broadmeadow and Maitland).

View the role description for Duty Manager Level 3 (Newcastle).

**About You**

You have strong communication skills and capable multi-tasker with demonstrated experience working within a 24/7 operational environment or with Train and Station Crew.

You are a proven people leader and have solid organisational skills. You are a confident decision-maker and problem solver. You will be used to working in environments where you remain calm under pressure and work collaboratively with the broader team.

Essential Requirements:

- You have a can-do attitude and are not afraid to roll up your sleeves and help out the team.
- Possessing solid relationship skills, you’ll have no trouble working collaboratively with many stakeholders.
- You are enthusiastic and passionate about providing the best service to our customers.
- Being flexible and able to adapt quickly to changing situations or priorities will be critical to your success in this position.
- Ideally you will have intermediate MS Office skills, keyboard, and computer skills.

As part of the recruitment process, the successful applicant will be required to satisfactorily complete a Category 2 medical prior to undertaking safe work training.

**Salary and Benefits**

The salary for these positions are:
Duty Manager Level 1 (Broadmeadow and Maitland) - $81,340 per annum plus superannuation and leave loading.

Duty Manager Level 3 (Newcastle) - $90,353 per annum plus superannuation and leave loading.

NSW Trains offers its 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
- Applicable shift allowances and penalty rates
- Full corporate work uniform provided

For more information on the benefits of working with NSW Trains, read our Employee benefits guide

**How to apply**

**Applications close: 11:59pm, Sunday 28th May**

**We’re an inclusive and flexible workplace**

Here at Transport, we want our workforce to reflect the communities we serve by being an inclusive, diverse and flexible place for all our people.

We offer a range of flexible work and leave options for our people. These options depend on your role and the work you do. Some of the ways our people work flexibly include a hybrid mix of virtual and in-person collaboration, staggering work hours, or even allocating extra hours worked towards a day off from time to time. We also offer more structured flexible agreements and tailored hybrid options for people who live regionally. We’re proud to be recognis