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 workplace and takes pride in delivering excellent 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 professional 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
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📌 Travel Centre Consultant (Melbourne)
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