At a Glance
- Tasks: Coordinate customer journeys and enhance station operations for a smooth travel experience.
- Company: Join Metro Trains Sydney, the pioneers of automated rail travel in Australia.
- Benefits: Competitive salary, 5 weeks annual leave, free travel, and comprehensive training.
- Other info: Enjoy career growth opportunities and a supportive, inclusive workplace.
- Why this job: Be part of a dynamic team delivering exceptional customer service in a fast-paced environment.
- Qualifications: Customer-focused, adaptable, and able to thrive under pressure.
The predicted salary is between 93687 - 104097 £ per year.
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.
About the Role
We 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 You
You 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 Experience
As 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 Program
If 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:
- Fitness Passport. Access significantly discounted fitness membership for you and your immediate family. Enjoy access to a wide range of gyms, group classes, pools and fitness centres as often as you like.
- Novated Leasing. Novated leases are available on new, used and existing vehicles. Bundle your lease payments and your car's running costs in one convenient regular payment.
- Employee Assistance Program (EAP). MTS has partnered with TELUS Health to help individuals achieve holistic mental, physical, social, and financial wellness.
- Parental leave – 16 weeks paid parental leave for eligible employees
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 Sydney.
MTS 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.
Customer Journey Coordinator - Stations employer: Metro Trains Sydney
Metro Trains Sydney (MTS) is an exceptional employer that prioritises employee well-being and professional growth, offering a comprehensive training programme and competitive remuneration packages. With a strong commitment to safety and customer service, MTS fosters a collaborative work culture where diversity is celebrated, and employees enjoy unique benefits such as free travel on the Metro network and access to discounted fitness memberships. Join us in delivering world-class rail services while advancing your career in a dynamic and supportive environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Journey Coordinator - Stations
✨Tip Number 1
Get to know the company! Research Metro Trains Sydney and their values. When you understand what they stand for, you can tailor your approach during interviews and show how you fit into their culture.
✨Tip Number 2
Practice makes perfect! Prepare for the pre-recorded video interview by rehearsing common questions. Keep your answers concise and relevant to the Customer Journey Coordinator role, highlighting your customer service skills.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. They can provide insider tips about the recruitment process and what it’s really like to work at MTS.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the team at Metro Trains Sydney.
We think you need these skills to ace Customer Journey Coordinator - Stations
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight how your skills and experiences align with the Customer Journey Coordinator role. We want to see how you can enhance the customer experience at Metro Trains Sydney!
Show Your Passion:Let your enthusiasm for customer service shine through in your written application. We love candidates who are genuinely excited about helping others and improving their journeys on our network.
Be Clear and Concise:Keep your writing straightforward and to the point. We appreciate clarity, so avoid jargon and make sure your key points stand out. This will help us understand your qualifications quickly!
Apply Through Our Website:Don’t forget to submit your application through our official website! It’s the best way for us to receive your details and ensures you’re considered for this fantastic opportunity.
How to prepare for a job interview at Metro Trains Sydney
✨Know the Company Inside Out
Before your interview, take some time to research Metro Trains Sydney. Understand their operations, values, and recent developments. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Prepare for Scenario-Based Questions
As a Customer Journey Coordinator, you'll need to handle real-time incidents and customer flow. Think of examples from your past experiences where you've successfully managed similar situations. Practising these scenarios can give you the confidence to tackle any question thrown your way.
✨Showcase Your Customer Service Skills
This role is all about delivering high-quality customer service. Be ready to discuss how you've gone above and beyond for customers in previous roles. Highlight your ability to remain calm under pressure and your commitment to safety and accessibility.
✨Dress the Part and Be Punctual
First impressions matter! Dress smartly and arrive on time for your interview. This shows professionalism and respect for the interviewer's time. Plus, being punctual will help you feel more relaxed and ready to impress.
