Customer Service Improvement Manager (Up to 9 Months Temporary Opportunity)
Customer Service Improvement Manager (Up to 9 Months Temporary Opportunity)
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Job Description
You can influence outcomes and meet diverse challenges.
Heres your chance to design and deliver efficient customer-focused services that also enhance accessibility sustainability and overall quality of living for more people than youve imagined.
In this role youll:
Join our Strategic Investment & Delivery team in NSW TrainLink to lead high-impact initiatives in regional ticketing customer channels and commercial policy enhancing the end-to-end customer experience and supporting revenue growth.
Develop foundational strategies and frameworks to lift customer satisfaction across a diverse channel mix. Youll manage in-flight projects as well as plan and design new optimisation & improvement initiatives from concept to delivery.
Develop compelling business cases uncover challenges and opportunities and use research and analysis to guide decision making.
Partner with operational teams external collaborators and cluster stakeholders to deliver customer service improvements and operational efficiencies.
This is a temporary opportunity to 10/04/2026 located onsite at Sydney CBD and the salary is ($167229 - $183993 super). Youll get to work with a supportive team committed to innovation continuous improvement and delivering great outcomes for customers today whilst shaping the regional experience of tomorrow. Youll collaborate with internal teams and external partners to support the design management & optimisation of the regional channel mix to achieve desired customer & business objectives.
For more information on this position and business unit view the role description and information pack.
About you
Demonstrated experience in product management/strategy channel optimisation and driving uplift in complex and operational environments ideally within rail.
Resilient and adaptable youre skilled at navigating the challenges of traditional system constraints and operational complexities to deliver innovative practical solutions.
Strong collaboration communication and influencing skills with the ability to build relationships across diverse stakeholder groups quickly. Youre also proactive solutions-focused analytical and able to balance competing priorities to deliver outcomes that improve customer experience and organisational performance. If this sounds like you wed love to hear from you.
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 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 youd 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: 11:59 pm Wednesday 20th August 2025.
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 orSupporting 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.
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Required Experience:
Manager
Employment Type
Temp
