Job Type: Temporary

Location: Tallawong

Job Category: Call Centre and Customer Service

Help shape the customer experience across Sydney’s contemporary metro network. Join Metro Trains Sydney as a Customer Relations Officer and play a key role in responding to customer feedback, resolving issues and supporting continuous improvement across the network.

This role will have a particular focus on supporting the South West extension of the metro network to Bankstown, helping customers in newly connected communities understand, navigate and feel confident using metro services. You’ll help capture and respond to feedback, identify emerging customer themes, and work with internal teams to improve the experience as new stations, services and travel patterns are introduced.

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.

Job Description

About the Role

Reporting to the Customer Engagement Lead, this role supports the delivery of MTS’s customer feedback function by investigating complaints and feedback, coordinating responses with internal and external stakeholders, and preparing high-quality customer communications that meet service standards.

You’ll work across a wide range of customer issues, reporting, correspondence and stakeholder engagement,



helping identify trends and opportunities to improve the customer experience.

We are offering a 6-month temporary opportunity based in Tallawong. Hybrid flexible working is on offer with 3 days on-site and 2 days WFH. The role works Monday-Friday (no weekends).

What You’ll Be Doing

- Investigate customer complaints and feedback using available information, including incident records, operational reports and CCTV footage where required.
- Prepare clear, professional and customer-focused responses via email and telephone.
- Manage and de-escalate customer concerns with empathy, professionalism and sound judgement.
- Maintain accurate records of investigations, outcomes and correspondence in customer management systems.
- Monitor and report on customer feedback trends, issues and performance metrics.
- Support customer information plans, signage, campaigns, events and customer engagement activities across the network.
- Build effective relationships with internal teams, Transport for NSW, Sydney Metro and other external stakeholders.

About You

You’re a confident communicator, with strong written communication skills who can balance customer care with operational requirements. You’re calm under pressure, solutions focused and comfortable working in a fast-paced, issues rich environment where accuracy,



empathy and follow through matter.

You will feel comfortable and at ease when speaking with our customers to deliver exceptional customer service and balanced outcomes that meet both customer and business needs.

What You’ll Bring

- 2 + years’ experience in customer feedback, call centre, communications or a frontline customer facing role.
- Strong written and verbal communication skills, with the ability to draft clear and professional correspondence.
- Demonstrated empathy, active listening and complaint de-escalation skills.
- Experience working with a range of internal and external stakeholders.
- High attention to detail when maintaining records, case notes and customer information.
- Sound reporting and analytical skills, with the ability to identify trends and contribute to improvement initiatives.
Proficiency using customer relationship management systems and Microsoft Office applications.

Why Join Us?

- Be part of a high performing team supporting one of Sydney’s most significant transport networks.
- Use your customer service and communication skills to make a meaningful impact every day.
- Work with experienced operational and customer teams in a safety-first environment.
- Contribute to continuous improvement in how customers experience and engage with metro services.

MTS is an equal employment opportunity employer. We are committed to an inclusive workforce and welcome applications from candidates with culturally diverse backgrounds, people with disabilities, and people of Aboriginal and Torres Strait Islander descent.

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📌 Customer Relations Officer (City of Blacktown)
🏢 Metro Trains Sydney
📍 City of Blacktown