Duty Manager, Intercity

You're a determined leader who stays true to your purpose and enjoys overcoming setbacks or obstacles.

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:

Be responsible for station operations, coordination, and support of station staff, monitoring passenger movements, identifying and developing innovative strategies to improve our services.

Work on the platform providing exceptional customer service to passengers as well as supervise, support and coach a team of dedicated frontline station staff with escalations.

Deal with challenging situations that require you to be analytical and make critical decisions under pressure whist working alongside a variety of stakeholders when there are train delays and/or incidents.

This current full-time permanent Duty Manager role is base at Mt Victoria Station, however you will also be required to work at Lithgow Sation and may be requested to work at other station locations as per the business requirements.

Working on a rotating shift roster which includes weekends, afternoons, nights and as well as public holidays. You may have the opportunity to work additional hours at short notice with the potential for overtime.

A Talent Pool will be created for current and future temporary and permanent, full-time positions at the Mt Victoria the next 18-month period. If you are deemed suitable at interview and a vacancy arises in your preferred location, you may be contacted and asked to complete pre-employment checks.

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

About you

You will have strong leadership skills with experience leading a diverse team in customer facing operational environment.

You have a willingness to teach, inspire and motivate the team you lead whilst being a customer service advocate with a passion for delivering exceptional service to our passengers.

You will have exceptional communication skills and strong problem-solving skills, as well as the ability to make quick safety focused decisions as you work with a team of stakeholder.

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.

This is an in-person, on-site role.

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

Applications close: 11:59 pm, Sunday 21st September 2025.

For more information about this role, please contact

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 information, or speak to your talent team member to arrange any adjustments to how you interact with us.

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