Customer Journey Coordinator - Stations

Job Type: ContractLocation: North SydneyJob Category: Call Centre and Customer Service,Logistics, Supply & TransportAbout About Metro Trains Sydney (MTS) MTS are the proud operators and maintainers of the M1 Northwest and Bankstown Line with the new City section now operational. We run a fully automated passenger railway – an Australian first. We connect our customers to opportunities that matter to them while delivering the next generation of rail travel to Sydney. With global expertise, we manage 51.5km of track and 21 stations, with a planned expansion into southwest Sydney.

Job DescriptionAbout the RoleWe have exceptional opportunities for passionate and driven Customer Journey Coordinator - Stations (CJC-S) to join our Customer Operations team.

As a CJC-S, you will be at the forefront of station operations, ensuring customers experience safe, efficient and smooth journeys across the Metro network. You’ll work closely with operational teams to manage passenger flow, respond to real-time incidents and continuously improve the customer experience.

Key Responsibilities Coordinate and enhance the end-to-end customer journey within station environments Deliver high-quality customer service and assist with enquiries and wayfinding Support daily station operations, ensuring readiness, cleanliness and functionality Manage customer flow, particularly during peak periods and major events Respond to incidents and disruptions, providing clear, real-time customer communication Maintain safety, accessibility and operational standards These are shift work positions which include working on 24/7 rotating 12-hour shifts on stations (including early starts, weekends, public holidays and peak periods).

We are offering 12-month fixed term (full-time) contract opportunities.

About YouYou will be a customer focused and adaptable professional who delivers high quality service with sound judgement and a strong commitment to safety. You thrive in fast paced environments, remain calm and positive under pressure, communicate clearly, and work confidently both independently and as part of a team.

You are comfortable using Microsoft Office and other business software, value cultural diversity, show empathy towards customers who may need additional support, and maintain the physical fitness required to stand for extended periods.

Desired Skills And ExperienceNext steps in our recruitment processAs Part Of Our Commitment To Safety And Operational Excellence, Applicants Will Be Assessed Through a Structured, Merit-based Selection Process. This May Include The Following Stages Invitation to attend an information session webinar (for shortlisted applicants) Completion of psychometric assessments and a job profile questionnaire Participation in a pre-recorded video interview Attendance at an in-person panel interview Successful completion of a Category 3 Rail Safety Medical, including drug and alcohol screening, in accordance with rail safety standards Completion of a National Police Check Provide two (2) recent professional work references Please note that progression through each stage is based on individual performance, and not all applicants will advance to every stage of the process.

Training ProgramIf you've been successful in the recruitment journey, you'll begin our full training program. You'll cover a range of topics including rail operation fundamentals, personal safety, emergency procedures, customer service and first aid. Training involves written and practical components in which you will need to achieve competency.

What’s On Offer 12-month fixed term (full-time) positions with a comprehensive 5 weeks paid training program. Competitive Annual Remuneration Package from $93,687.94 (inclusive of Superannuation) + overtime. Once all competencies and Job Readiness Assessments are met, the Annual Remuneration Package will increase to $104,097.72 inclusive of Superannuation) + overtime. Receive penalty rates for working on Public Holidays 5 weeks Annual Leave Full uniform + mobile phone provided + Employee Opal card; which means free travel on our Metro Network Career and ongoing professional development Discover MTS' array of employee benefits, designed to enhance your professional journey at MTS and elevate your well-being. Health & Wellness RCVRI Wellness Studio (Martin Place): Our newest benefit! Access exclusive employee discounts at RCVRI focused wellness treatments Fitness Passport: A discounted workplace health program that gives you and your family access to hundreds of gyms and pools across the country. City Fertility: Access to specialized support and information regarding fertility treatments and reproductive health. Financial Benefits & Novated LeasingWe partner with three leading providers to offer flexible novated leasing options, allowing you to bundle your car's operating costs into a simple, tax-effective payment: Lifestyle & Rewards Flare Rewards: A digital platform offering discounts and cashback at hundreds of major retailers, helping your everyday budget go further. We are dedicated to adhering to our Organisation Values and Behaviours. We are Friendly, Agile, Innovative and Reliable.

If you thrive in a customer-focused, operational role and enjoy working in a collaborative environment, we’d love to hear from you.

Apply now and help deliver a world-class customer journey with Metro Trains SydneyMTS is an equal employment opportunity employer. We are committed to an inclusive workforce and welcome applications of candidates from culturally diverse backgrounds, people with disabilities, and people of Aboriginal and Torres Strait Islander descent.