Job Type: Contract
Location: Barangaroo
Job Category: Call Centre and Customer Service, Logistics, Supply & Transport
About MTS
MTS are the proud operators and maintainers of the M1 Northwest and Bankstown Line with the new City section now operational. We run a fully automated passenger railway – an Australian first. We connect our customers to opportunities that matter to them while delivering the next generation of rail travel to Sydney. With global expertise, we manage 51.5km of track and 21 stations, with a planned expansion into southwest Sydney.
Job Description
About the Role
We are looking for a Customer Journey Coordinator - Stations (Aboriginal or Torres Strait Islander Identified) to join our Customer Operations team. The role involves ensuring customers experience safe, efficient and smooth journeys across the Metro network, working closely with operational teams to manage passenger flow, respond to incidents and continuously improve customer experience.
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, ensuring readiness, cleanliness and functionality
* Manage customer flow during peak periods and major events
* Respond to incidents and disruptions, providing clear real‐time communication
* Maintain safety, accessibility and operational standards
Working Conditions
Shift work includes 24/7 rotating 12‐hour shifts, early starts, weekends, public holidays and peak periods. The position is a 12‐month fixed‐term full‐time contract.
About You
You are customer focused, adaptable, and deliver high quality service with sound judgement and commitment to safety. You thrive in fast‐paced environments, remain calm under pressure, communicate clearly, and can work independently or as part of a team. You are comfortable using Microsoft Office, value cultural diversity, show empathy towards customers needing additional support, and have the physical fitness required to stand for extended periods.
Training Program
Successful applicants will begin a full training program covering rail operation fundamentals, personal safety, emergency procedures, customer service and first aid, including written and practical components to achieve competency.
Benefits
What's On Offer
* 12‐month fixed‐term full‐time position with a 5‐week paid training program
* Competitive annual remuneration package from $93,687.94 (inclusive of superannuation) + overtime; increases to $104,097.72 once competencies are met
* Penalty rates for working on public holidays
* 5 weeks annual leave
* Full uniform, mobile phone and Employee Opal card (free travel on Metro Network)
* Career and ongoing professional development
Health & Wellness
* RCVRI Wellness Studio: exclusive discounts on wellness treatments
* Fitness Passport: discounted workplace health program for employees and families
* City Fertility: support and information for fertility treatments
Financial Benefits & Novated Leasing
We partner with leading providers to offer flexible novated leasing options, bundling car operating costs into a tax‐effective payment.
Lifestyle & Rewards
* Flare Rewards: digital platform offering discounts and cashback at major retailers
MTS is an equal employment opportunity employer. We are committed to an inclusive workforce and welcome applications from culturally diverse backgrounds, people with disabilities, and people of Aboriginal and Torres Strait Islander descent.
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