Customer Communications Lead

2 weeks ago


Brisbane, Australia Queensland Rail Full time

Are you a strategic communicator with a knack for transforming operational information into customer-friendly messages? Do you thrive in dynamic environments and excel in leading customer communication teams? If so, we want you on our team

The role is based at the Rail Management Centre (RMC) in Bowen Hills, and is a shiftwork role working on a 7 day rotating roster until June 2025, with a possibility of extension.

About Queensland Rail:

At Queensland Rail, we believe in working together to create a safe, respectful, and empowering environment for all our employees. Our core values focus on treating others with respect, empowering our people, ensuring safety, and making a positive difference through continuous improvement. Join us in our mission to provide exceptional rail services to the community.

About the role:

As the Customer Communications Lead, you will be responsible for converting operational information into clear, customer-friendly communications. You will provide expert advice and support in managing customer feedback, communications, and engagement, ensuring that our strategic objectives are met and customer satisfaction is maximised.

Responsibilities include:

Operational Communications: Manage communications in the Rail Management Centre (RMC), including social media responses, internal communications, media liaison, and Translink liaison. Team Leadership: Lead, coach and mentor a team to achieve Queensland Rail’s strategic objectives in customer communication, ensuring performance measures and timelines are met, safety responsibilities are upheld, and continuous improvement initiatives are implemented. Stakeholder Relationships: Build and maintain relationships with stakeholders across teams and agencies to enhance customer satisfaction. Customer Feedback Strategy: Review customer engagement databases and strategies to ensure they support and improve our customer service charter and guiding principles.

About you:

Leadership experience in a customer service-focused environment Strong analytical, research, and problem-solving skills together with exceptional written and verbal communication skills, particularly in influencing, relationship building, and negotiation Provide expertise in evaluating customer needs and developing effective solutions Have an extensive knowledge of customer service principles and practices relevant to the rail industry Ability to thrive in a results-oriented, dynamic work environment that values leadership, customer focus, creativity, and respect

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