Customer Journey Coordinator - Stations

About the role

Metro Trains Sydney (MTS) is looking for Customer Journey Coordinators - Stations (CJC-S) to join its Customer Operations team. The role is based across the Southwest stations from Sydenham to Bankstown, where you will be a visible and trusted presence helping customers travel safely and confidently. It is a 24/7 operational role with rotating 12-hour shifts, including early starts, nights, weekends, public holidays and peak periods.

Key responsibilities

• Coordinate and enhance the end-to-end customer journey within station environments
• Deliver high-quality customer service and assist with enquiries and wayfinding
• Support daily station operations, keeping stations ready, clean and functional
• Manage customer flow, especially during peak periods and major events
• Respond to incidents and disruptions with clear, real-time customer communication
• Maintain safety, accessibility and operational standards

Required profile

• Customer focused, adaptable professional with sound judgement and a strong commitment to safety
• Clear communicator who stays calm under pressure and works well independently and in a team
• Comfortable using Microsoft Office and other business systems
• Patience and empathy when supporting customers with additional needs
• Able to meet the physical requirements, including standing for extended periods

Required skills

• Microsoft Office and other business systems
• Category 3 Rail Safety Medical, including drug and alcohol screening
• National Police Check
• Two recent professional work references

What we offer

• Paid five-week training program covering rail operations, safety, emergency procedures, customer service and first aid
• Annual remuneration from $97,669.69, rising to $108,521.87 after completing competencies and Job Readiness Assessments, plus overtime
• Penalty rates for public holidays and five weeks' annual leave
• Full uniform, mobile phone and Employee Opal card
• Career pathways, health and wellness benefits, and financial benefits such as novated leasing