Customer Service Team Leader, Qualified

You're someone who wants to create outcomes that have a real impact on the people of NSW.

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:

Lead and empower the frontline team through regular coaching and mentoring to support grow and development. Ensure the team is providing exceptional customer service to our passengers so they have a great experience while using our Intercity services.

Support the team based at Newcastle Interchange in performing a full range of station functions by answering enquires, assisting passengers with boarding our trains and other connecting services, handle luggage and ensure the station well maintained.

Ensure that the correct safe work procedures are followed when supervising the monitoring of train services and performing the division and amalgamating of train sets.

This role is based at Newcastle Unterchange however, you may be requested to work at other station locations across the Central Coast based on the business requirements. You must be available and willing to work a rotating shift roster including late nights, early mornings, weekends, and public holidays. Extended hours may be necessary at short notice.

For more information on this position and business unit, view the role description and information pack Customer Service roles Intercity Services, Sydney Trains.

A Talent Pool will be created for current and future temporary and permanent, full-time, positions at Newcastle 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 experience in leadership and a safety critical mindset, are able to make prompt decisive decisions under pressure with minimal direction.

 
You are a passionate individual who has experience in a customer service environment and is committed to delivering a high standard of service to exceed our passenger's expectations and provide them with an unforgettable experience. 

 
You possess the ability to communicate with influence, engage and build strong and trusting relationships whilst fulfilling stakeholder and team expectations and have skills to build a cohesive and collaborative team culture.

Who we are

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

At Sydney Trains, our rail services keep Sydney moving by putting our customers at the centre of everything we do. We work with our local communities to deliver safe, timely and efficient rail services 24 hours a day, seven days a week. 

Our trains and network are evolving to meet the needs of our customers now and well into the future. We're continuing to integrate technological innovations that help us deliver a smarter and more sustainable network. 

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 5 October 2025

For more information about this role, please contact ANNE..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. 

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