Description : Customer Service Team Leader. Company : NSW Government -North & Central Region. Location : Remote in Sydney NSW
About us
NSW TrainLink helps connect customers all over NSW and beyond. Our intercity and 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. And it's all thanks to our dedicated and passionate team from right across NSW, who work together to make more than 32.6 million customer journeys happen every year.
Find out more about NSW TrainLink
About the team
Our North and Central Regional team members are the face of NSW TrainLink, ensuring our customers have a great experience while using our services. The team is dedicated to creating a new innovative culture where everyone is responsible for making a difference and developing the organisation.
The opportunities
We’re looking for passionate individuals who have leadership experience in the customer service environment and want to join our team as Customer Service Team Leader based at Central Station.
The primary role of the Customer Service Team Leader is to:
- Provide a high level of Customer Service to all stakeholders and ensure that customer complaints are dealt with in a prompt manner
- Lead and encourage a team to ensure that their standards of service are meet through training and mentoring to support their development
- Coordinate the cleaning and maintenance of the station and fleet as well as ensure all safety requirements are meet to a quality standard
- Monitor staff and customers are safety at all times. Respond to emergencies and/or incidents when they arise and comply with Safety, Responsibilities, Authorities and Accountability
- Monitor station operation and protect station revenue and stores
- Actively advocate and champion behaviours and a workplace culture which promotes safe and fair practices and behaviours and improved employee flexibility
- Contribute to the strategic plan to encourage the business growth
- Determine priorities and allocate team resources to complete work against strict deadlines and contribute to reliability and availability of the fleet
View the Position Description for this position.
About you
As a Customer Service Team Leader, you will need to possess the ability to lead and provide guidance, engagement and support to the team whilst fulfilling stakeholder expectations and meeting all external requirements. With a proactive attitude and a ‘make it happen’ approach, you will thrive in a fast-paced customer service environment where no day is ever the same. With your previous leadership and safety focus and knowledge you will build the collaborative team culture to deliver excellent customer service 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
You also 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.
Salary and Benefits
Customer Service Team Leaders receive $1,389.30 per week.
Other benefits include:
- Up to five weeks of annual leave per year
- Leave loading, applicable shift allowances and penalty rates
- Free travel on NSW government trains, buses and ferries
- Flexible work practices
- Further opportunities for ongoing learning and career progression
- Full corporate work uniform provided.
For more information on the benefits of working with NSW TrainLink, read our Employee Benefits Guide
How to apply
To apply for this position, please submit a resume and answer all questions within the online application process.
Applications close: 11:59 PM on Sunday, 21 May 2023
A Talent Pool will be created for current and future temporary and permanent full-time positions that become available at Central Station 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.
We’re an inclusive and flexible workplace
Here at Transport, we want our workforce to reflect the communities we serve by being an inclusive, diverse and flexible place for all our people.
We offer a range of flexible work and leave options for our people. These options depend on your role and the work you do. Some of the ways our people work flexibly include a hybrid mix of virtual and in-person collaboration, staggering work hours, or even allocating extra hours worked towards a day off from time to time. We also offer more structured flexible agreements and tailored hybrid options for people who live regionally. We’re proud to be recognised as a FlexReady Certified employer, a Family Inclusive Workplace and winners of the ‘Best Remote Work Strategy’ at the Australian HR Awards 2022.
Transport is committed to creating employment and career development opportunities for Aboriginal people. These include dedicated employee networks and yarn ups, as well as career development, leadership and mentoring programs for Aboriginal people working at Transport to connect, share and learn. Our Aboriginal Employment Unit (AEU), run by a team of Aboriginal employees, is available to support current and prospective employees. For more information, email the AEU team at [email protected] or visit Aboriginal and Torres Strait Islander employment page.
We want to ensure that employees living with disability, as well as those providing care, are supported. Visit Supporting people with disability to learn more about our initiatives and requesting recruitment and workplace adjustments.
Please contact the Talent Specialist if you’d like to arrange any adjustments to how you interact with us throughout the recruitment process or would like to discuss flexible work options. For any enquiries, please email Maxine Greenstreet at [email protected].
