Social Media Officer

About the role

The Social Media Officer will join Sydney Trains’ communications team to deliver clear, timely information to passengers across approved social platforms. Working closely with the Rail Operation Centre and the Media team, you will help shape the public narrative during routine service updates and incident situations.

Key responsibilities

• Produce and schedule accurate travel information and service updates on social media channels.
• Monitor platforms for customer feedback, emerging issues and positive comments, escalating where necessary.
• Liaise with internal stakeholders to manage high‑priority or sensitive incidents, ensuring consistent, customer‑focused messaging.
• Prepare regular and incident‑specific reports, analysing trends and providing insights to improve service delivery.
• Capture and share positive customer experiences to support continuous improvement.

Required profile

• Strong written communication skills with the ability to convey complex information succinctly.
• Analytical mindset and problem‑solving ability in a fast‑moving operational environment.
• Experience working in shift‑based or 24/7 operational settings.
• Demonstrated ability to manage multiple priorities while maintaining accuracy.

Required skills

• Proficiency in creating, monitoring and refining social media content.
• Ability to use social media analytics to inform content decisions.