Customer-focused role assisting passengers with ticketing, travel enquiries and journey planning at Southern Cross Station

- Assist passengers with ticketing, travel enquiries, journey planning and service
- Provide friendly, professional customer service in a busy station environment.

Travel Consultant - NSW TrainLink

About the Role

Are you someone who enjoys helping people, thrives in a busy environment and takes pride in delivering great customer service?

We're looking for friendly, professional and customer focused Travel Consultants to join the NSW TrainLink team at Southern Cross Station.

This is a varied, people focused role where you'll assist passengers with journey planning, ticket purchases, travel information and service disruptions. Working across the Travel Centre and station platform, you'll interact with a diverse range of passengers and work alongside NSW TrainLink, V/Line, Victoria Police and other transport stakeholders.

You'll need to be comfortable working autonomously, managing your own workload and using initiative when priorities change. During busy periods and service disruptions, you'll be expected to assess situations, make decisions and confidently support passengers.

Please note: Successful applicants may be required to travel interstate for training as part of their onboarding.

Key Responsibilities

- Sell interstate rail tickets, process payments and assist passengers with travel planning and enquiries
- Provide accurate information on routes, timetables,



fares, connections and service changes
- Support passengers across the Travel Centre and station platform, including during delays, cancellations and service disruptions
- Assist with coach replacement services and other operational requirements as needed
- Handle a wide range of customer interactions professionally, including supporting frustrated or upset passengers
- Work collaboratively with NSW TrainLink, V/Line, Victoria Police and other operational stakeholders
- Manage competing priorities, work autonomously and use initiative to respond to changing situations

What We're Looking For

We're looking for people who genuinely enjoy helping others and can remain calm, professional and confident in a busy environment.

You'll ideally bring:

- Strong customer service and communication skills, with a friendly and qualified approach
- The ability to work independently, use initiative and confidently manage your own workload
- Patience and resilience when dealing with challenging customer situations
- Strong attention to detail when handling payments, tickets and travel information
- Reliability, punctuality and professional presentation
- Availability to work both weekdays and weekends on a rotating roster, with shifts operating between 7:00am and 8:30pm
- Previous customer service, retail, hospitality, travel, transport or ticketing experience is highly regarded but not essential

#J-18808-Ljbffr

📌 Travel Centre Consultant (Melbourne)
🏢 Wellington Shire Council
📍 Melbourne