General Manager Station Customer Service

Job Description

Queensland Rail is built on true connection. And everything we achieve is made possible by you. We are seeking applications for the position of General Manager Station Customer Service to join our dynamic SEQ Operations team. This role offers an exceptional opportunity to lead and drive customer-focused operational excellence. You will find the balance between providing strategic direction and tactical guidance to the Station Customer Service team as we strive toward delivering world-class rail services for our customers. Using your extensive leadership skills, you will work with internal and external stakeholders to improve safety, on-time performance, and operating discipline with a continuous improvement mindset. Developing and maintaining strong peer relationships will be key to your success in this pivotal, highly visible role. This is a permanent full-time opportunity located in Brisbane CBD. Benefits That Count Competitive salary to commensurate experience and responsibility of the role plus 12.75% Superannuation contribution. Be part of our strong leadership team and supportive work environment. Opportunity for meaningful impact by shaping the future of our customer experience. Support of Continual Professional Development. Workplace perks including but not limited to novated leasing, free assistance programs for career and personal support services, health and wellbeing programs including Fitness Passport, free/discounted QR rail travel, and equal opportunity leave entitlements. Your opportunity As the General Manager Station Customer Service, you'll play a crucial role in: Leading and managing the operations of the SEQ Station Customer Service team to deliver on Queensland Rail's vision of delivering world-class rail services for our customers. Strategic planning and leadership - Set the Queensland Rail strategy for the SEQ Station Customer Service team. Provide senior leadership in strategic planning, ensuring effective resource use, financial excellence, and people leadership to drive business outcomes and continuous improvement. Driving excellent customer outcomes - Provide transformational leadership to drive excellent customer outcomes by overseeing significant change initiatives as Queensland Rail undergoes unprecedented change to its network and operations. Safety Leadership - Lead by example and embed a strong safety culture where safety comes first, always. Stakeholder engagement and partnerships - Influence and inspire others, fostering collaboration and building strong lasting relationships with both internal and external stakeholders at all levels. What you will bring: This role will be ideal for people who: Demonstrate a high level of skill in providing leadership and strategic direction to deliver outcomes within a complex commercial and customer-oriented environment. Provide a high level of skill in safety leadership, driving a strong safety culture and ensuring that safety comes first, always. Have a sound level of skill in public transport management, specifically in the areas of facilities and services management, delivering excellent customer outcomes. Provide a high level of skill developing and delivering strategies that support business transformation and continuous improvement in a cost-constrained environment. Have extensive knowledge of contemporary frameworks to develop goals, strategies, measures, and expectations, as well as methodologies for improving performance and connecting people and strategy at all levels. Demonstrate a high level of influencing, interpersonal, consultation, relationship building, and negotiation skills that build and sustain productive relationships and partnerships. This is a unique strategic and customer-centric leadership opportunity to play a key role in shaping the future of Queensland Rail. Please apply to General Manager Station Customer Service (9340) via our website by clicking onto the "Apply" button by 11:59pm (GMT+10:00 Brisbane) 18th March 2025. Supporting a Diverse Workforce At Queensland Rail we are 1TEAM and our diverse workforce enables us to connect communities every day. We are committed to building inclusive and respectful workplaces for all our people, strengthened by our diversity and encourage applications from First Nations Peoples, all genders, those from culturally diverse backgrounds, LGBTIQ+ community, and people with disability, of all ages and backgrounds. We strive to provide a barrier-free and equitable recruitment experience. If you do require an adjustment during the recruitment process, please contact Stacie Turner via the email below. Applicants for roles within Queensland Rail will be subject to Alcohol and Other Drugs pre-employment testing if progressed through the recruitment processes. The recruitment and selection process for this position might require shortlisted applicants to undertake psychometric assessment, pre-employment health assessment, and background checks that might also include criminal history and credit checks. Queensland Rail pays its respect to Elders past and present. Queensland Rail also acknowledges the contributions of First Nations (Aboriginal and Torres Strait Islander) peoples within Queensland Rail and the communities we serve. #J-18808-Ljbffr