Senior Team Leader

Company description:

Queensland Rail's purpose is to provide a customer-focused, safe, reliable, on-time, value for money rail service that benefits the community, supports industry and is integrated with the public transport system. The organisation's vision is connecting communities through a modern, world-class rail service.

Job description:

About our team:

With more than 700,000 customer journeys on our long-distance rail network, our Travel Centres play an integral role in managing reservations and communication to every customer travelling on the Queensland Rail Travel network.

As the Senior Team Leader you will lead an established team of approximately 18 Travel Consultants across three Travel Centres locations (Cairns, Freshwater and Kuranda) to provide professional leadership, coaching and expertise in the area of sales and customer service within Queensland Rail's Travel and Tourism team and to ensure best practice business principles, effective sales and growth strategies are being met.

About the role:

• Provide leadership to attain high levels of performance through the management of employee performance, effective communication and employee development
• Managing customer service interactions, resolving customer complaints and implementing corrective procedures to ensure a high-quality of customer service and improve efficiency
• Analysing, managing and reporting on sales performance of individual and team activity
• Identify and respond to staff training needs and opportunities to improve operational processes
• Ensure compliance with relevant Customer Contact policies and procedures
• Contribute to the Customer Contact Leadership Team through business planning, identifying and implementing opportunities to improve performance, new product input, marketing advertising initiatives, assisting with special projects as required

Our ideal candidates will demonstrate the following competencies:

• Leadership: experience in leading, mentoring and coaching teams to build and maintain effective team relationships and to ensure best practice is being met through applicable policies and procedures. Experience within a travel and tourism environment is advantageous but not essential
• Technical skills and knowledge: intermediate computer and Microsoft Office skills. Previous experience using travel booking systems would be highly regarded but not essential
• Change management: play a key role in developing the team and bring them along the journey to find improvements and to adapt to new processes or systems within a changing workplace environment
• Time management: manage multiple tasks and competing deadlines within an agile environment

Please see position description for a full list of responsibilities

About you:

• Previous experience in leading, coaching and influencing a positive team culture
• Exceptional customer service and stakeholder engagement skills
• Previous experience within a Travel and Tourism environment would be highly desirable
• Be an excellent communicator with the ability to thrive in a tight deadline driven environment
• Previous experience using applicable computer systems e.g., Microsoft Office Suite

Why join our team?

• Fixed term full-time position based in Cairns
• Base annual salary of $117,750 + super + applicable penalties and allowances where they apply
• The locations operate between 6.30am - 5.30pm, 364 days of the year. Shifts are predominately between 8am to 4pm Monday to Friday with the flexibility to work weekends, public holidays or to cover Travel Consultant shifts when required
• Paid training and ongoing support to develop your experience
• The opportunity to explore Queensland on your time off - enjoy discounts on rail travel as well as accommodation, travel insurance, theme parks and attractions and more through QRI Lifestyle
• Work for an industry leader

Your journey matters. Make it with us.

There has never been a more exciting time to join Queensland Rail. We offer boundless opportunities to support your career today and for your future.

Apply for the Senior Team Leader, Req 10262 via our website by clicking the apply button before 11:59pm, Wednesday 23rd September 2025.

The recruitment and selection process for this position may require shortlisted applicants to undertake psychometric and health assessment checks including drug and alcohol screening.

Supporting a Diverse Workforce

Queensland Rail is committed to a diverse workforce that is reflective of the customers and communities we serve. We are inclusive, collaborative, respectful, and value our differences.

We are 1TEAM, where everyone belongs. We want all our people to be their authentic selves and are committed to fostering a safe and inclusive environment for everyone regardless of gender, age, cultural background, disability status, sexual orientation, socioeconomic background.