Passenger Services Supervisor

You’ll connect Queensland. We’ll connect you to an amazing career. Queensland Rail is built on true connection and everything we achieve is made possible by you. Our Queensland Rail Travel network is proud to connect communities throughout the state. We deliver unique tourism experiences in some of Queensland’s most picturesque locations. Our long-distance train services provide critical connections to family, friends, holidays, work and medical care. Learn more about Queensland Rail's purpose, people and progress - watch our short video here. About the Role : As the Passenger Services Supervisor (Relief) you will manage the onboard environment and ensure our customers receive world-class service. This position is based in Rockhampton where you will primarily work on board our Spirit of Queensland or our Rockhampton Tilt Train services. You can expect to be away for up to 4 days at any given time. You will join a team that consists of nine experienced Passenger Services Supervisors however when working on board the train you will be the Supervisor in charge and will be responsible for leading and mentoring a team of up to five consisting of Passenger Attendants, Passenger Service Coordinators and Customer Service Attendants. Benefits that Count : The base annual salary is $83,657 + 12.75% super. However, after including applicable allowances (travel, away from home, meals, first aid, weekend, and public holiday work), a Passenger Services Supervisor can earn up to approximately $130,000 per year + 12.75% super The opportunity to explore Queensland – enjoy discounts on rail travel as well as accommodation, travel insurance, theme parks and attractions and more through QRI Lifestyle Be part of a team that connects communities across Queensland A wide range of employee benefits such as access to over 280 gyms and pools with our Fitness Passport To view additional exclusive Queensland Rail benefits please visit Employee Benefits. Purpose that Counts. As a Passenger Services Supervisor some of your duties will include : Leading and managing the onboard customer service team to deliver high-quality service aligned with Queensland Rail’s standards Providing exceptional customer service and ensuring that travelling customers are in possession of a valid ticket Ensuring compliance with safety, fatigue management, catering and financial procedures Supervising the acceptance, loading and delivery of customer baggage Coordinating train handovers with the incoming Supervisor and liaise with catering teams to supply delivery Managing disruptions to train services For full position responsibilities please read this Position Description. Roster / Hours : This is a permanent full-time position. You will be required to work a variety of days and nights which will include weekends, public holidays and overnight shifts on a rotating roster. You can expect to receive your roster one week in advance so flexibility with hours is key in this role. We are looking to connect with someone who has : Proven ability to deliver high standards of customer service Strong leadership and team management skills Excellent communication, interpersonal and time management skills The ability to deal with customer or team member conflict in an objective and professional manner Sound decision-making and problem-solving capabilities in a semi-autonomous and fast-paced environment Qualifications, you must currently hold or be willing to obtain the following certificates prior to employment : Advanced resuscitation Provide basic emergency life support CPR First aid Food hygiene and Responsible service of alcohol (RSA) Supporting a Diverse Workforce Queensland Rail acknowledges the Traditional Owners and Elders of the lands and waterways our network traverses. Our teams are People who Count. We encourage diversity in our teams, including different genders, age, race, disability status, sexual orientation, religions, neurodiversity, education levels and many more aspects. No two journeys are the same, and it’s because of our differences that as a collective, we achieve great things. Please advise if you would like to discuss reasonable adjustments in the recruitment process. Your journey matters. Make it with us. There’s never been a more exciting time to join Queensland Rail. If you're ready to make a real impact and help shape our future, we encourage you to submit your resume and cover letter by 11:59 PM (AEST) Wednesday 26th of November 2025. To learn more about this opportunity please contact Tanya Anderson with your specific enquiry via #J-18808-Ljbffr