Customer Service Team Leader

Description:

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.

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.

We’re looking for a passionate individual who has leadership experience in the customer service environment to join our team as Customer Service Team Leader. This is a full-time permanent position based at Central Station.

The primary purpose 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.