Manager, Operational Services (Onboard Customer Service)
Req.
Id: *****
Date: 1 Sept ****
Location: Brisbane, QLD, AU, ****
Company: Queensland Rail
You'll connect Queensland.
We'll connect you to an amazing career.
At Queensland Rail, connection is at the heart of everything we do—and it starts with you.
Our Travel network links communities across the state, delivering unforgettable tourism experiences and essential journeys for work, family, and care.
Learn more about Queensland Rail's purpose, people and progress - watch our short video here.
About the Role
Our Operational Services Team play a crucial role in supporting our Onboard and Station Customer Service division through the management of master rosters, training, audits, compliance and system improvements.
As the Operational Services Manager - Onboard Customer Service, you'll lead a team of eight to develop and implement systems, projects, processes and operational frameworks that enhance service delivery, strengthen business performance and ensure our onboard teams are equipped to provide exceptional customer service.
This is a
temporary full-time position until October ****
which is based at Platform 10, Roma Street Station however for the right candidate there is flexibility for this position to be based at one of our other depots in Bundaberg, Rockhampton, Townsville or Cairns.
What you'll be doing:
Lead and manage the Operational Services team, fostering a high-performance and collaborative culture
Provide strategic leadership in a energetic transport and tourism environment, building strong partnerships and driving commercial and customer-focused outcomes
Contribute as a member of the Onboard Customer Service Leadership Team to achieve business objectives, drive growth initiatives and enhance the customer experience across long-distance services
Oversee rostering, time administration and training functions to support service delivery
Manage customer service support activities across the state,



working with employees and contracted service providers to deliver consistent service outcomes
Partner with stakeholders to develop and implement hospitality, customer service and presentation standards through training, coaching and continuous improvement
Lead system enhancements, back-of-house improvements, compliance programs, auditing processes and training initiatives
Support the delivery of Travel and Tourism strategies by providing innovative solutions, stakeholder engagement and expert advice to improve onboard products and systems
Maintain and continuously improve onboard customer service standards, hospitality functions and service delivery processes
Lead the development and implementation of key projects, programs, change initiatives and strategies that improve business performance, customer experience and commercial outcomes
Base annual salary of $151,359 (pro-rata)
Work predominately between 8am to 4pm Monday to Friday with flexibility to work additional hours when required
Enjoy a role that offers variety, challenge and the opportunity to make a lasting impact
Lead strategic projects that directly impact customer experience and business performance
Work with passionate team across Queensland's iconic long-distance rail services
Play a key leadership role in shaping Queensland Rail's Travel and Tourism future
Travel discounts and lifestyle perks through QRI
Access to 280+ gyms and pools with Fitness Passport
We are looking to connect with someone who has:
Exceptional communication, stakeholder engagement, influencing, consultation, negotiation and presentation skills
Proven ability to build strong relationships and influence internal and external stakeholders to achieve business outcomes




Solid organisational skills with the ability to manage multiple priorities at once within a fast-paced and agile operational environment
Proven experience leading and managing a diverse, multi-disciplinary team and driving a high-performing culture
Strong research, analytical, problem-solving, and decision-making skills.
Demonstrated experience delivering projects and leading change initiatives with a focus on continuous improvement across systems, programs and business process
Experience implementing operational systems, compliance frameworks, business improvements, and service enhancements.
A commitment to safety, customer service excellence, and continuous improvement.
Extensive knowledge and experience with customer service relevant to the rail and/or hospitality industries
External applicants applying for roles within Queensland Rail will be subject to Alcohol and Other Drugs pre-employment testing.
The recruitment and selection process for this position might require shortlisted applicants to undertake psychometric assessment, pre-employment health assessment and background checks that might also include criminal history and credit checks.
Supporting a Diverse Workforce
Queensland Rail is committed to a diverse workforce that is reflective of the customers and communities we serve.
We are inclusive, collaborative, respectful, and value our differences.
We are 1TEAM, where everyone belongs.
If you do require an adjustment during the recruitment process, please contact Tanya Anderson via the email below.
To learn more about this Queensland Rail career opportunity please contact Tanya Anderson with your specific enquiry on via email to ******.
Please do not email your application.
We can only accept applications received via our website.
Queensland Rail pays its respect to Elders past and present.
Queensland Rail also acknowledges the contributions of First Nations (Aboriginal and Torres Strait Islander) peoples within Queensland Rail and the communities we serve.
#J-*****-Ljbffr

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