Onboard Passenger Experience Leader

In these roles, you'll work as: You want to help deliver safe reliable journeys for millions of people. 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. Passenger Attendant As a Passenger Attendant, you’ll work closely with your onboard team members to ensure passengers have a safe and enjoyable journey when they travel with us. You’ll be responsible for handling passenger requests, checking tickets, assisting with luggage, supporting the buffet service and maintaining train cleanliness. For more information on this position view the Passenger Attendant role description Senior Passenger Attendant As a Senior Passenger Attendant, you’ll support your onboard team members to deliver a great passenger experience. You’ll be a point of contact for your onboard team members in situations where passengers require extra assistance with a request or issue. You’ll also oversee the buffet service operations, assist with ticket transactions, and support the Passenger Service Supervisor across train safety, operations, and emergency procedures. For more information on this position view the Senior Passenger Attendant role description Passenger Service Supervisor As a Passenger Service Supervisor, you’ll lead the onboard team and oversee all aspects of customer service, train safety, security, operations, and emergency procedures. You’ll 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. For more information on this position view the Passenger Service Supervisor role description Location and Roster All roles are based at Grafton Depot and will require travel across regional NSW with overnight stays required for some travel routes and rosters. All roles work to a 14-day rotating roster that can include weekends and public holidays, plus additional hours where required. You may be added to a candidate talent pool aimed at filling current and future role vacancies at Grafton Station within the next 18 months. If a role arises over this period, a talent team member may contact you about progressing through. For more information on the business unit, view the Onboard team members candidate information pack About You You have experience in a frontline customer environment, you have the ability to tailor your communication style to a diverse range of individuals, ensuring sensitivity to the needs of others when providing clear and accurate instructions. You can collaborate and work towards a common purpose and goals within a team and communicate openly with your team members, other stakeholders and leaders. You are resilient and adept at handling challenging situations with minimal guidance. You take initiative and can work in a fast‑paced operational environment. For the Passenger Service Supervisor roles, you’re experienced in managing and developing people by setting clear expectations for team roles and responsibilities, coaching and developing individual team member’s capabilities, providing support and feedback, and promoting a shared sense of purpose amongst the team. 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 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. 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: 11:59pm, Sunday 14th December 2025 For permanent positions in the NSW Public Sector, you need to be an Australian Citizen or Permanent Resident. To be considered for these roles you must be 18 years of age. Applicants will need to complete merit‑based selection activities and will be subject to satisfactory medical, drug & alcohol and criminal record checks as part of the selection process. For more information about this role, please contact 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. #J-18808-Ljbffr