Customer service team leader

About us

At Sydney Trains our vision is to keep Sydney moving by putting the customer at the centre of everything we do. We work at the heart of local communities and integrate cutting edge technology to deliver efficient rail services which exceed expectations and support a rapidly growing economy. Sydney Trains also operate the Rail Operations Centre and are responsible for the maintenance of assets including tracks, trains, signals, overhead wiring, stations and facilities. We conduct our operations in the community in compliance with the principles of ecologically sustainable development.

About the team

Customer Operations brings together Customer Service and Operations Delivery to create a seamless journey for our customers. We provide a strong focus on the operational planning of daily controls in a multi modal transport system and the delivery of exceptional service and safety awareness to our customers. Sydney Trains comprises of 17 areas, led by our Customer Area Managers.

The opportunity

As we continue to make positive changes, we have multiple exciting opportunities for full-time Customer Service Team Leaders to join our Customer Operations Team at Sydney Trains.

These full-time positions will be based at locations across Sydney CBD and will see you empowering teams of up to 15. These positions will see you inspiring your team to push their standards of service through regular training, coaching, and mentoring to support the development of your staff. You will respectfully manage employee performance and ensure clear communication is delivered across business updates, changes, performance results and pre and post briefings with your team.

About you

As a Customer Service Team Leader, it’s imperative you possess the ability to communicate with influence, engage and build strong and trusting relationships whilst fulfilling stakeholder and team expectations.

Aside from your positive and proactive attitude, you will be well versed in working in a fast-paced customer service environment. Your confidence in leadership will demonstrate your safety critical mindset, make smart on the spot decisions and your skills to build a cohesive and collaborative team culture striving to exceed customer expectations.

In addition, you will also possess:

• Knowledge of customer service and safety standards
• Knowledge of relevant Legislation and Authority policies, procedures, and guidelines for station operations
• Understanding of EEO principles, the Ethnic Affairs Priority Statement), WHS and Environmental Policies
• Commitment to ethical practices
• Understanding of basic computer operations and software standards

Salary and benefits

The salary for this position is $1290.00 per week plus superannuation and leave loading.

Sydney Trains offers its employees challenging and rewarding work with opportunities for career progression, learning and development and work-life balance. Other benefits include:

• Free travel on Government trains, buses, and ferries
• Applicable Shift Allowances and Penalty Rates?

Essential requirements

You must be available and willing to work rotating shifts including shift work, late nights, early mornings, weekends, and public holidays. Extended hours may be necessary at short notice.