Customer Incident

2 weeks ago

North Sydney, Australia Pacific National Full time

**Customer Incident & Performance Officer**
- **Support our Coal haulage services from within the Day of Operations control function**:

- ** Permanent opportunity, North Sydney location**:

- ** 12 hour rotating shifts, even time roster, weekend and night work required.**

**About us**

Pacific National (PN) is the largest private provider of diversified rail freight services in Australia. We haul a variety of freight including coal, intermodal containers, steel, and a range of bulk commodities and materials that keep the region’s economy, businesses and households running. We are a company built on solid foundations and we are incredibly proud of the essential role we continue to play supporting Australia’s supply chain. At Pacific National, we take great pride in delivering our best every day and have a relentless focus on customer service and place safety above all else.

We operate nationally with approximately 3,500 staff in over 90+ sites across Australia. We respect and care for the communities in which we operate and continue to evolve our community engagement and strengthen relationships through partnerships and investment. We are focused on reducing the carbon emissions of our business, while also enabling the reduction of carbon emissions in the broader supply chain to support the National targets.

**About the role**

The Customer Incident Performance Officer (CIPO) plays a key role in actively monitoring our train services in real time and within the 24 hour time horizon, to ensure delivery to the service plan.

You will be supporting the team by providing administrative support, customer service and data integrity tasks. In this role you will actively monitor our train services in real time to ensure delivery to the service plan, record and communicate important and time sensitive information to a variety of stakeholders, and record incidents and safety breaches in our safety management system.

The team as a whole is responsible for working together to ensure Pacific National trains run on time, safely, and efficiently.

Key responsibilities include:

- Acting as the first point of contact for incident reporting, following up on safety system warnings.
- Entry of relevant data into our safety and transport/labour management systems.
- Distributing critical information and notices on train running, Estimated Time of arrival queries, service issues and incidents to both internal and external stakeholders.
- Provide broad support to the Service Delivery Supervisor to ensure effective and efficient delivery of services for our customers.
- Contributing to the on-going high performance of assigned team by completing the role to a high standard and supporting the team to do the same.
- Commitment to providing exceptional customer service; building strong working relationships with all customers (internal and external).
- Continuing to develop and improve as an individual, including cross training in other roles within the team.

**About you**

To be successful in this role, you will be a recognised team player, with a strong customer-centric background and the ability to operate in a fast-paced shift work environment.

In addition:

- Experience within a dynamic shift work environment is preferred
- Intermediate level computer skills, with a background in safety management systems and/or reporting systems advantageous
- Background in operations control, rail, transport or logistics will be advantageous but not essential

**The benefits**

At Pacific National we value diversity, inclusion and the contribution of each team member. Our values underpin our commitment to create an inclusive culture where everyone is accepted and valued for who they are, enabling everyone to bring their authentic selves to work. When you join the Pacific National team, you’ll be encouraged to take ownership of your career and we’ll be there to support you with a range of exciting initiatives including:

- Opportunities for growth and career development
- Access to mentoring programs
- Paid parental leave up to 14 weeks, with superannuation - after only 6 months service
- Parental benefits for birth, surrogacy, adoption, foster care, and kinship care
- A focus on your mental health and wellbeing through our PeerConnect program
- Access to our Employee Assistance Program, administered by Benestar, offering confidential counselling services for employees and their eligible family members, paid for by us at no cost to you
- Access to Unmind, a digital platform that gives you access to tools, training and exercises that will support your mental wellbeing
- Discounted fitness and wellbeing benefits with membership to WhereFit, our wellbeing benefits partner
- Novated leasing and discounts on selected health insurance funds, travel,retail brands, vehicles and more.

We are proud to be a WORK180 Endorsed Employer for women, and you can visit our Work180 page Pacific National | WORK180 Endorsed Employer to find out mor

  • Major Incident Support Officer

    6 days ago

    Sydney, Australia NSW Department of Customer Service Full time

    **Major Incident Support Officer** - ** Full-Time Temporary opportunity to December 2025** - ** Sydney location with hybrid working** - ** Salary starts from $110,266 + super** As the Major Incident Support Officer you will work with a dynamic team, who have a passion for problem solving, team collaboration and process improvements. You will be responsible...

  • Customer Incident

    4 weeks ago

    North Sydney, Australia Pacific National Full time

    **Customer Incident & Performance Officer** - **Support our Coal haulage services from within the Day of Operations control function!**: - ** Permanent opportunity, North Sydney location**: - ** 12 hour rotating shifts, even time roster, weekend and night work required.** **About us** Pacific National (PN) is the largest private provider of diversified...

  • Customer Incident

    8 hours ago

    North Sydney, Australia Pacific National Full time

    **Customer Incident & Performance Officer** - **Support our Coal haulage services from within the Day of Operations control function!**: - ** Permanent opportunity, North Sydney location**: - ** 12 hour rotating shifts, even time roster, weekend and night work required.** **About us** Pacific National (PN) is the largest private provider of diversified...

  • NSW Cyber Incident Lead

    6 days ago

    Sydney, New South Wales, Australia NSW Department of Customer Service Full time

    The Role:About the PositionWe are seeking a highly skilled professional to lead our cyber incident response efforts and work closely with key stakeholders to develop and implement effective strategies to protect NSW government agencies from cyber threats.Key ResponsibilitiesDevelop and maintain relationships with key stakeholders to ensure effective...

  • First Line Incidents Manager

    4 weeks ago

    North Sydney, Australia Zurich Insurance Full time

    A new adventure awaits- At Zurich we’re on a journey, even though we are 150 years young, we are lighting the way to a brighter future. A brighter future for you - focused on your career, your wellbeing, and your community - as well as our customers and the planet.- This exciting adventure will drive positive impact. So, if you want to be part of a values...

  • Junior Forensics

    2 weeks ago

    Sydney, New South Wales, Australia NSW Department of Customer Service Full time

    Junior Forensics and Incident Management AnalystSNSW Grade 5/61x Temporary Full-Time (through until Sept 2027)Location: Haymarket, Gosford or ParramattaService NSW Cyber Security is seeking a Junior Forensics and Incident Management Analyst to join our Digital Forensics & Incident Management (DFIM) team. This role supports cyber security investigations,...

  • Compliance Manager, Incident Management

    1 week ago

    North Sydney, Australia Zurich Insurance Full time

    A new adventure awaits- At Zurich we’re on a journey, even though we are 150 years young, we are lighting the way to a brighter future. A brighter future for you - focused on your career, your wellbeing and your community - as well as our customers and the planet.- This exciting adventure will drive positive impact. So, if you want to be part of a values...

  • Cybersecurity Incident Response Professional

    7 days ago

    Sydney, New South Wales, Australia NSW Department of Customer Service Full time

    Our TeamWe're a forward-thinking team that thrives in challenging the status quo. We want you to bring your best self to this role and contribute to our mission of protecting critical technologies and data.As a member of our Detection & Response team, you'll be at the forefront of defending against cyber security threats and incidents.With excellent leave...

  • Is Incident Manager

    1 week ago

    Sydney, Australia WiseTech Global Full time

    **About the Role**: Level up your career and revolutionize the world of logistics with WiseTech Global! Due to our organic and acquisitional growth, we are seeking an IS Incident Manager in Sydney to join our IS team. This is your chance to join a global leader and become responsible for minimizing the impact of incidents on both customer and business...

  • Incident Manager

    2 weeks ago

    Sydney, Australia Bluefin Resources Full time

    Based in Sydney or Brisbane - Large, enterprise environment - Incident Management - IT Networking and Security **Working as part of a close knit team, this Incident Manager / Service Delivery Management role will see you operating in a highly mission critical environment, and will utilise your exceptional customer service and incident resolution skills, and...

  • Technical Duty Officer/sn. Incident Manager

    4 weeks ago

    North Sydney, Australia Equifax Full time

    **Who is Equifax?** Equifax is a leading global data, analytic and technology company, supporting customers across 24 countries. We have been serving the Australian and New Zealand markets for over 60 years. Through continuously adapting to our environment, not only have we remained a market leader, we drive and challenge ourselves to do better to help our...

  • Technical Duty Officer/sn. Incident Manager

    7 hours ago

    North Sydney, Australia Equifax Full time

    **Who is Equifax?** Equifax is a leading global data, analytic and technology company, supporting customers across 24 countries. We have been serving the Australian and New Zealand markets for over 60 years. Through continuously adapting to our environment, not only have we remained a market leader, we drive and challenge ourselves to do better to help our...

  • Incident Manager

    7 days ago

    Sydney, Australia Protecht Group Full time

    Exciting role in a high performing Infrastructure team - Bring your passion for all things technical - Great work / life balance **_ About us_** We are Protecht - a fast growth Governance, Risk & Compliance (GRC) SaaS vendor. We provide world-class enterprise risk management, compliance, training, and advisory services to over 300+ customers across various...

  • Incident Manager

    7 days ago

    Sydney, Australia Protecht Group Full time

    Exciting role in a high performing Infrastructure team - Bring your passion for all things technical - Great work / life balance **_ About us_** We are Protecht - a fast growth Governance, Risk & Compliance (GRC) SaaS vendor. We provide world-class enterprise risk management, compliance, training, and advisory services to over 300+ customers across various...

  • Incident Manager

    2 weeks ago

    Sydney, Australia Onset Full time

    **Ready for an adrenaline-fueled role where you'll be at the forefront of managing high-stakes incidents?** We are currently looking for an Incident Manager who can act as a reliable point of escalation for service incidents. **About The Company**: They are at the forefront of the tech industry, dedicated to weaving robust network, cyber and cloud...

  • Customer Service Specialist

    4 weeks ago

    Sydney, Australia Westpac Banking Corporation Full time

    Customer Service Specialist - Incident Response - **Unique Entry Point into A Specialist Field for those with Customer Service Skills**: - **12 month opportunity**: - **Location - Kent Street Sydney (WFH options available once training completed)**: - **Rotating roster on a monthly basis 8am-8pm** **How will I Help?** Our Group Protective Services (GPS)...

  • Incident Manager

    2 weeks ago

    Sydney, New South Wales, Australia Cuscal Limited Full time

    At Cuscal, we're not just shaping the future of payments - we're pioneering it. From launching Australia's first ATM to being the first certified NPP PayTo Payer and Initiator in 2022, we've spent over 59 years building solutions that millions of Australians rely on every day.Now, we're preparing for what's next, and we want you to be part of it.Join us as...

  • Incident Manager

    1 week ago

    Sydney, New South Wales, Australia Cuscal Limited Full time

    Forward with CuscalAt Cuscal, we're not just shaping the future of payments - we're pioneering it. From launching Australia's first ATM to being the first certified NPP PayTo Payer and Initiator in 2022, we've spent over 59 years building solutions that millions of Australians rely on every day.Now, we're preparing for what's next, and we want you to be part...

  • Incident Management Expert

    6 days ago

    Sydney, New South Wales, Australia PagerDuty, Inc. Full time

    We're seeking a highly skilled Incident Management Expert to join our team.As an Incident Management Expert, you'll be responsible for identifying and resolving critical incidents that impact our customers' experience with our platform.Key Responsibilities:Identify and escalate critical incidents to internal stakeholders, and collaborate with...

  • Incident and Escalation Manager

    6 days ago

    Sydney, Australia Datadog Full time

    The Incident and Escalation Management team (IEM) is part of Datadog's Global Support Engineering (GSE) organization. The purpose of IEM is to continuously improve Datadog's overall customer experience during incidents and critical moments. Datadog Global Support Engineering (GSE) is looking for experts with a background in Incident Management and...