Customer Service Shift Supervisor

You're accountable for your actions and those of your team and you collaborate and support others to consistently deliver on your promises.

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 a multi-functional team including On Board Services, Station Operations & Train Crew at Grafton Station in a multi-modal transport environment. You will lead the team to deliver exceptional customer service while ensuring safe, efficient, and reliable transport operations for NSW Trains. 
• Oversee daily operations, and proactively ensure operational interface, ticketing solutions, resource allocation, station presentation, and record-keeping duties are carried out efficiently and in alignment with safety and service standards.  
• Coach and mentor staff to meet safety and performance goals, respond to challenges, manage disruptions, and work with stakeholders to improve customer outcomes and operational efficiencies.

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

About you

• Demonstrated leadership experience in a frontline customer service environment with a focus on leading teams, coaching staff, and encouraging collaboration to achieve operational performance and safety goals. 
• Recognised for your strong communication skills and ability to engage with both staff and customers, you are solutions-focused, resilient, and committed to driving continuous improvement in service and team performance.
• You excel in dynamic environments, where each day brings new challenges, using your problem-solving skills to think critically and adapt to deliver effective solutions.    
• Ability to work 24/7 shiftwork, including weekends (extended hours may be necessary at short notice). Shifts start at 04:15am and 17:00pm.

With your leadership experience, operational knowledge, and commitment to delivering excellent service, you'll help drive the success of our team at Grafton Station. This is your chance to lead a team that makes a real difference in people’s lives. You’ll help connect the Grafton community and beyond while enjoying a role full of variety and growth opportunities. Apply today to join NSW Trains!

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 Momnday, 27th January 2025.

For more information about this role, please contact renee.campbell@transport.nsw.gov.au.

People living with disability are supported throughout the recruitment process and at work. Visit 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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