At NSBC Group, our people are at the heart of everything we do.

Since our establishment in 2002, we have grown from humble beginnings into one of Sydney's most respected and progressive transport providers. Today, we operate a fleet of more than 350 buses and coaches, with continued expansion underway as we secure major new contracts across school services, charter operations and rail replacement services.

We are also proud to operate Australia's largest fleet of electric coaches, demonstrating our commitment to innovation, sustainability and shaping the future of passenger transport.

As our business continues to grow, we are seeking an experienced The Operations Control Centre (OCC) Controller/Driver Support Team Member who is good with the management of bus services.

If you are looking for job security, flexibility, a supportive workplace culture and genuine opportunities to build a long-term career, we would love to hear from you.

Position Purpose:

The Operations Control Centre (OCC) Controller Team is responsible for the real-time monitoring, coordination, and management of bus services to ensure safe, reliable, and effective service delivery across the business. The role proactively manages disruptions, supports drivers, and communicates with key stakeholders to maintain on-time performance and customer satisfaction.

Key Responsibilities:

1. Real-Time Service Management

- Monitor all bus services using GPS tracking, dispatch systems, and operational tools

- Manage service delivery to ensure adherence to schedules and performance targets

- Identify delays, disruptions, or incidents and implement corrective actions promptly

- Adjust services dynamically (e.g., short running, express running, vehicle swaps)

2. Incident & Disruption Management

- Respond to operational incidents including breakdowns, accidents, weather events, and road closures

- Coordinate emergency response in line with company procedures





- Escalate major incidents to senior management and authorities where required

- Maintain accurate incident logs and reports

3. Driver & Field Support

- Act as the primary contact point for drivers during shifts

- Provide instructions, route guidance, and operational updates

- Support drivers with issue resolution (passenger incidents, mechanical issues, delays)

- Ensure compliance with fatigue management and safety requirements

4. Communication & Coordination

- Liaise with depots, maintenance teams, and external stakeholders (e.g., TfNSW, councils, emergency services)

- Provide timely service updates to customer information channels and internal teams

- Coordinate rail replacement or event services as required

5. Customer Service Focus

- Minimise passenger impact during service disruptions

- Ensure accurate and timely dissemination of passenger information

- Support customer experience objectives and service reliability targets

6. Compliance & Safety

- Ensure all operations comply with regulatory requirements, safety standards, and company policies

- Promote a strong safety-first culture across all operational activities

- Participate in safety investigations and continuous improvement initiatives

7. Reporting & Administration

- Maintain real-time logs of service performance and disruptions

- Prepare daily operational reports and performance summaries

- Analyse trends and provide input into service planning improvements

Key Performance Indicators (KPIs)

- On-time running and service reliability metrics

- Incident response and resolution times

- Customer impact minimisation during disruptions





- Accuracy and timeliness of communication

- Compliance with safety and operational procedures

Skills & Experience :

Essential

- Experience in transport operations, logistics, or control centre environments

- Strong problem-solving and decision-making skills in high-pressure situations

- Excellent communication and interpersonal skills

- Ability to multitask and prioritise effectively

- Proficiency with computerised dispatch and tracking systems

Desirable

- Experience in public transport (bus/rail/ferry) operations

- Knowledge of local road networks and transport regulations

- Familiarity with operational systems (e.g., AVL, scheduling software)

Qualifications :

- Relevant qualification in transport, logistics, or operations management (desirable)

- Valid driver’s licence (preferred)

- Working With Children Check (WWCC) (Mandatory)

Personal Attributes:

- Calm and composed under pressure

- Strong situational awareness

- Decisive and proactive mindset

- Team-oriented with a collaborative approach

- Commitment to safety and customer service excellence

Working Conditions:

- 24/7 rotating roster (including nights, weekends, and public holidays)

- Office-based in a control centre environment

- High-pressure, fast-paced operational setting

Additional Requirements :

- Ability to pass background checks and medical assessments (if required)

- Participation in ongoing training and competency assessments

Apply Today:

If you are passionate about safety, customer service and being part of an organisation that is shaping the future of passenger transport, we encourage you to submit your application.

If you're safety-focused, reliable and passionate about delivering great service, we'd love to have you on board. For further information, please visit our website on www.nsbcgroup.com.au

To Apply: Use Seek or email our Recruitment Team at: ••••@nsbcgroup.com.au

📌 Operations Control Centre ( OCC) Controller (Sydney)
🏢 NSBC Group- Bus and Coach Charter
📍 Sydney