About this role
You’re a proactive leader who knows that significant growth starts with small positive steps every day.
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 and empower the frontline team through regular coaching and mentoring to support grow and development. Ensure the team is providing exceptional customer service to our passengers so they have a great experience while using our Intercity services.
Support the team based at Newcastle Interchange in performing a full range of station functions by answering enquires, assisting passengers with boarding our trains and other connecting services, handle luggage and ensure the station well maintained:
Ensure that the correct safe work procedures are followed when supervising the monitoring of train services and performing the division and amalgamating of train sets.
This role is based at Newcastle Interchange however, you may be requested to work at other nearby station locations based on the business requirements. You must be available and willing to work a rotating shift roster including late nights, early mornings, weekends, and public holidays. Extended hours may be necessary at short notice.
For more information on this position and business unit, view the role description and information pack.
A Talent Pool will be created for current and future temporary and permanent, full-time, Customer Service Team Leader, Qualified and Customer Service, Qualified positions at Newcastle 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.
About you
You have experience in leadership and a safety critical mindset, are able to make prompt decisive decisions under pressure with minimal direction.
You are a passionate individual who has experience in a customer service environment and is committed to delivering a high standard of service to exceed our passenger’s expectations and provide them with an unforgettable experience.
You possess the ability to communicate with influence, engage and build strong and trusting relationships whilst fulfilling stakeholder and team expectations and have skills to build a cohesive and collaborative team culture.
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, 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 Sunday 8 February 2026.
For more information about this role, please contact [email protected].
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 info speak to your talent team member to arrange any adjustments to how you interact with us.
Need some help with your application? Take a look at our application tips video series.
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Other facts
About Transport for NSW
We’re an innovative NSW government organisation comprised of a network of agencies and divisions that keep the state moving. Our focus is on delivering safe, reliable and integrated transport networks for everyone.
With over 28,000 team members, we’re committed to inclusion, diversity, and opportunities across metro and regional areas. Join us in shaping a transport network that meets the needs of customers now and into the future.
Right now, we’re focused on making transport fairer and safer for everyone and delivering a more resilient and reliable network. It is all with the view of continually creating better passenger journeys and safer travel for the people using our networks. This also means meaningful employment opportunities across metropolitan and regional areas, with careers in engineering, technology, safety, design, planning, maintenance and frontline jobs delivering services to our passengers.
We’re not just about what we do, but how we do it. Our culture embraces innovation, diversity, and collaboration, ensuring our people thrive while making a lasting impact.
The road ahead is full of opportunity - join us in building the future of transport in NSW.
What you'll do
- Lead and empower the frontline team through coaching and mentoring to ensure exceptional customer service. Support the team in performing station functions and ensure safe work procedures are followed.
Ready to join Transport for NSW?
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