Passenger Service Supervisor

Organisation/Entity: NSW Trains

Job category: Call Centre & Customer Service

Job location: Haymarket, NSW, AU, 2000

Job reference number: 112257

Employment type: Permanent Full-Time

Salary range: $1675.05-$1675.05

You're a leader who takes ownership and actively creates positive change.

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 the onboard team and oversee all aspects of customer service, train safety, security, operations, and emergency procedures.
• Provide ongoing mentoring and support to your onboard team so that they’re well-equipped to deliver exceptional passenger experiences and uphold NSW TrainLink’s organisational values and behaviours in every interaction.
• These are safety focused roles where it will be essential to always maintain a safety-critical mindset when working under pressure in an operational environment by prioritizing tasks proactively to ensuring all safety standards are met.
• It’s crucial to always maintain a safety critical mindset whist working under pressure in an operational environment and be able to prioritize tasks proactively to ensure all safety standards are meet.

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

All roles are based at Central Depot and will require travel across regional NSW with overnight stays required for some travel routes and rosters. All roles work to a roster that can include weekends and public holidays, plus additional hours where required.

A Talent Pool will be created for current and future temporary and permanent, part-time positions at the Central Station the next 18-month period. If you are deemed suitable at interview and a vacancy arises in your preferred location, you may be contacted and asked to complete pre-employment checks.

About you

• You are an experienced leader, who is focused on effectively managing their team's roles and responsibilities. You are dedicated to coaching and developing each team member's capabilities, providing support, and offering constructive feedback to ensure their growth and success. As a team you will strive for excellence and continuous improvement, fostering a collaborative and empowering work environment.
• You have experience in frontline customer service, you can tailor your communication style to a diverse range of individuals, ensuring sensitivity to their needs while delivering clear and precise instructions.
• You are resilient and adept at handling challenging situations with minimal guidance. You take initiative and can work in a fast-paced operational environment.
• You have a strong commitment to safety, accountability, and operational excellence. You can identify and manage risks, make sound decisions under pressure, and ensure compliance with policies, procedures, and safety requirements.

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, Friday 30th October 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 or 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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