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
Metro Trains Sydney (MTS) is seeking an experienced Customer Engagement Lead to manage our customer feedback and customer information function. This is a hands on role where your ability to communicate clearly, manage complex issues and collaborate with diverse stakeholders will directly shape customer outcomes.
Reporting to the Head of Customer Strategy, you will operate independently while working closely with senior leaders, frontline teams and key external partners to ensure timely, high‑quality customer responses and communications.
This is a hybrid opportunity working across our offices in Tallawong and North Sydney.
(3 days in the office and 2 days WFH).
About the Role:
In this role, you will:
Investigate, manage and respond to customer feedback via Salesforce, through both written and phone call communication
Be accountable for meeting contractual complaints handling response timeframes
Manage escalated customer feedback in collaboration with internal and external leaders
Analyse customer feedback trends and provide actionable insights for various monthly, quarterly and annual reporting requirements
Oversee customer communications for Trackwork and planned service changes, including both on-mode and off-mode communication channels
Oversee operational signage and network wide digital and poster campaigns
Support the development and implementation of broader customer experience initiatives and continuous improvement activities.
Desired Skills and Experience
About You
You are a confident communicator who thrives in fast paced, issues rich environment and is comfortable balancing customer and business outcomes. You bring:
5+ years’ experience in Communications, Marketing, Public Relations, or customer feedback environment
Proven experience managing complex stakeholder relationships and negotiation abilities
Strong written and verbal communication skills
Excellent organisational skills with the ability to manage competing priorities and deadlines with a methodical approach
Demonstrated ability to analyse data and trends, translate insights into action and influence continuous improvement outcomes
A proactive, solutions focused mindset with a go-getter attitude
What’s on Offer
We are offering an 18 month fixed term contract opportunity with flexible working options and access to a wide range of benefits:
Fitness Passport discounts and access to gyms across NSW
Vehicle leasing options
Employee Recognition Awards
EAP services including confidential advice across various services
We are delivering the future of train travel today – and it all starts with our people. Positive mindsets with an ‘anything-is-possible’ approach. The MTS team is rewriting all the expectations.
If you are energised and enthused by the prospect of working in a fast-paced, future-focused environment and have can-do attitude, then let’s talk!
Apply Today!
MTS is an equal employment opportunity employer. We are committed to an inclusive workforce and welcome applications of candidates from culturally diverse backgrounds, people with disabilities, and people of Aboriginal and Torres Strait Islander descent.
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