Customer Relations Officer

About the role

Metro Trains Sydney is seeking a Customer Relations Officer to support the South West extension of the metro network. You will investigate customer feedback, resolve issues and help improve the overall passenger experience across the growing network.

Key responsibilities

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

Required profile

• Strong written communication skills and the ability to balance customer care with operational requirements.
• Calm under pressure, solutions‑focused and comfortable working in a fast‑paced, issue‑rich environment.
• Ability to work independently and collaboratively with diverse internal and external partners.

Required skills

What we offer

• 6‑month fixed‑term contract.
• Hybrid work arrangement – 3 days onsite in Tallawong, 2 days remote.
• Monday‑Friday schedule with no weekend work.