Customer Service Shift Supervisor

2 weeks ago

Grafton, New South Wales, Australia Transport for NSW Full time $102,977 - $118,759 per year

Organisation/Entity: NSW Trains

Job category: Projects

Job location:

Grafton, NSW, AU, 2460

Job reference number: 102179

Employment type: Fixed Term Full-Time

Salary range: $ $

Your purpose is clear, and you believe in empowering your team through collaboration and building trust.
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:
Manage a team of On-board Services staff, Station Operations and Train Crew at our Grafton Station. This is a key regional hub that operates in a multi-modal transport environment, supporting both train and coach services.

Ensure safe, efficient, and customer-focused transport operations.

Oversee daily station activities including ticketing, staffing, station presentation, and compliance.

Coach and support staff to meet safety and performance targets, manage disruptions, and improve service delivery.

For more information on this position and business unit, view the role description and information pack.

About You
Demonstrated people management experience in a frontline customer service or transport environment.

Strong communication and team-building skills.

You're resilient and bring a proactive, solutions-focused approach to challenges.

Flexibility to work on a 24/7 rotating roster, including weekends (start times from 4:15am or 5:00pm). Extended hours may be necessary at short notice.

This is temporary full-time role to 05/02/2027. The salary is RC4 ($102,977 - $118,759) + super. Our Grafton Station is a large regional hub that supports different types of transport, including trains and connecting coach services, making it a key link for passengers travelling throughout the region. This is an opportunity to make real impact. You'll enjoy a role full of variety, responsibility, and growth and be part of a team that connects people across NSW.

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 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.

What are you waiting for…? Connect with us. Apply now

Applications close: 11:59 pm Sunday 19th October 2025.

For more information about this role, please contact RENEE..NSW.GOV.AU.

Aboriginal people and people living with disability are supported throughout the recruitment process and at work, and we encourage you to apply. Visit Supporting Aboriginal people or Supporting people with disability for more info or speak to your talent team member to arrange any adjustments to how you interact with us.

Need some help with your application? Take a look at our application tips video series.

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