Senior Manager Onboard & Station Customer Service (9756)
Senior Manager Onboard & Station Customer Service (9756)
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Job Description
Lead the onboard experience across Queensland for a Tomorrow that Counts.
With a proud legacy a bold vision for the future and the Olympics on the horizon were looking for a transformational leader who is ready to create travel and commuter customer journeys that truly connect.
Your Opportunity
As Senior Manager Onboard and Station Customer Service you will lead the strategic direction and operational excellence of Queensland Rails regional customer service function with teams throughout the state. From catering and hospitality to customer experience delivery on and off our train experience you will shape service that goes beyond expectation creating impactful journeys for both Queenslanders and the travellers who explore our state.
What Youll Lead and Deliver
Directly lead 5 Operational Managers 3 Operational Coordinators and indirectly a dedicated team of 260 frontline employees across Queensland.
Ensure the team deliver business targets safety outcomes and performance improvements.
Provide strategic leadership within the Regional Operations senior team driving transformation in onboard service delivery.
Champion a customer-first commercially focused approach embedding strategic and efficient use of resources while anticipating demand
enhancing service and aligning delivery with safety performance revenue and cost-efficiency goals.
Build strong internal and external partnerships to ensure seamless high-quality long-distance service delivery.
Foster a high-performance culture empowering teams to deliver service excellence and strengthen Queensland Rails brand.
Act as the single point of accountability for onboard customer services and station environments enabling operational agility and responsiveness.
Please see full Position Description.
service outcomes.
A transformational mindset with demonstrated ability to lead change through creativity innovation and a focus on continuous improvement.
Strong people leadership skills with experience leading large geographically dispersed teams and building a positive future-focused workplace
culture.
Exceptional interpersonal and stakeholder engagement skills with the ability to influence negotiate and build strong relationships across diverse
groupsincluding tourism providers catering suppliers vendors safety teams and other internal stakeholders.
Experience in regional markets with a deep understanding of local needs and service delivery challenges.
Above all a genuine passion for making a differencewith an on-the-ground people first approach.
Remuneration and Work Arrangement
This is a permanent full-time opportunity based in either Cairns Rockhampton or Brisbane CBD offering a competitive remuneration package and relocation if required.
The role includes regular travel to maintain strong visible support across teams throughout the state and ensure effective regional engagement.
Benefits that Count
All that Queensland Rail achieves each day relies on the hard work and talent of our teams. Thats why we offer a range of attractive benefits designed to help you bring your best including:
Balance your work and personal life with flexible working options
Enjoy free rail travel to work and novated leasing
Prioritise your physical emotional and financial wellbeing with our range of services QRI Lifestyle
Eligible employees can receive up to 100% reimbursement for professional membership fees
And more! See the full range of benefits available to Queensland Rail employees.
Progress that Counts
Queensland Rail stands on the foundation of true connection encompassing the relationships we foster within our teams and the communities we serve across the state. For over 150 years weve been instrumental in linking people and places and now we invite you to contribute to our proud legacy we look to the future focusing on improving customer experience safety and efficiency.
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 its 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.
Theres never been a more exciting time to join Queensland Rail. If youre 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) on Monday 9th of June 2025.
To learn more about this opportunity please contact Candis Hockins with your specific enquiry via
Required Experience:
Senior Manager
Employment Type
Full Time
