Do you thrive in fast-paced operational environments and enjoy leading teams to deliver outstanding customer service?

We're seeking experienced leaders to join our Customer Service team, with opportunities available at both Level 4 and Level 5 for Station Operations & Services Manager. These roles are responsible for leading frontline customer service operations, ensuring safe and efficient passenger management, integration of operational requirements across the station network, supporting service delivery during disruptions and special events, and developing high-performing teams that deliver exceptional customer experiences across the rail network.

While both roles provide leadership and operational oversight, the Level 4 positions are responsible for managing customer service operations across a designated urban rail corridor, leading teams and coordinating service delivery within their area of responsibility. The Level 5 position has a broader scope, leading customer service operations across the Perth Precinct, including Perth, Perth Underground, Elizabeth Quay, McIver and Claisebrook stations, with a strong focus on managing complex passenger movements, major events, emergency response coordination, and precinct-wide operational planning.

About You

To be successful in this role you will have: -

• Proven experience delivering high-quality customer service in a public transport, operational, or similarly fast-paced customer-focused environment.
• Demonstrated leadership skills, with the ability to motivate, coach and support teams, manage competing priorities, and contribute to a positive and collaborative workplace culture.
• Strong communication and stakeholder engagement skills, with the ability to handle customer issues professionally, build effective relationships, and influence positive outcomes.
• Well-developed analytical and problem-solving abilities, with experience identifying service improvements, making sound operational decisions, and responding effectively to changing circumstances.
• Highly organised and adaptable, with strong administrative and computer skills and the ability to manage workloads, coordinate resources, and deliver results in a dynamic operational environment.

About Us

The Public Transport Authority (PTA) is a leader in its field, driven by a simple and powerful purpose: getting everyone there. Through constant care, education and forward thinking, we provide a world-class network and workplace that will get everyone there.

Under the PTA, Western Australia’s public transport system is the best in Australia and among the most efficient, clean and safe networks globally. With over 150 million boardings across all services during FY25/26, our buses, ferries and trains move the people of WA where they need to go now, while the numerous METRONET projects build toward meeting their needs in the future.

Moving millions of people requires the skill and commitment of a talented workforce, one that is fostered by a culture of inclusivity and benefits from its diversity. This is ultimately what ensures the PTA delivers on our purpose while upholding our values every step of the way.

Our Values

The PTA’s Values define what is important to us. Knowing our values helps you understand how we do business and what is expected of you as an employee of the PTA. Upholding these values and applying them to your work requires a genuine and committed understanding.

Safety - We are committed to safety and protecting your future.

Respect - We value and respect our customers, suppliers and each other.

Recognition - We recognise each other for achievement, initiative and innovation.

Integrity - We are honest and ethical.

Sustainability - We consider the long-term economic, social and environmental impact of everything we do.

You can expect.

• Government role with stability and opportunities to grow through personal development and career pathways
• Health and Wellbeing programs including access to a free 24/7 onsite Gym at the Public Transport Centre.
• Subsidised Corporate Apparel and Spectacles
• Supportive Team Environment
• Opportunity to join our Social Club offering savings and benefits all year round.

These are Permanent opportunities for Three (3) Level 4 roles and One (1) Level 5 role. Applicants assessed as suitable through this process may be used to fill similar vacancies on a fixed term or permanent basis that may arise within the next 12 months.

To be eligible to work permanently at the PTA you must be either an Australian Citizen, have Permanent Residency status or hold a current visa with permanent working rights in Australia, at the time of application (or for the length of the contract).

The PTA is an equal opportunity employer and encourages people with disability, Aboriginal and Torres Strait Islander people and persons from culturally diverse backgrounds to apply.

Further information

Please refer to the attached Job Description Form (JDF) in the application pack for full details about the position, including any specific requirements relevant to appointment.

For further information about the role please contact Rebecca Purcell, Manager Customer Service & Experience on (08) 9326 3994.

For more information about the PTA, please visit www.pta.wa.gov.au.

For technical difficulties, please contact the RAMS helpdesk at 1300 733 056 or email ramshelpdesk@bigredsky.com

How to Apply

Applicants are requested to provide the following:

1. A comprehensive CV with two work related referees.
2. Please provide a cover letter of no more than two pages outlining your experience leading customer-focused teams in an operational environment. We are particularly interested in your ability to deliver excellent customer service, lead and motivate staff, manage operational challenges, and identify opportunities for service improvement. Please include examples that demonstrate your communication, problem-solving and organisational skills.

Applicants are requested to apply online using the ‘Apply for Job’ button at the top/bottom of the screen.  Please note the closing date and time, as no emailed, late or pro forma applications will be accepted.

All applications must be submitted through the PTA website, or the WA Government jobs portal. Applications received via other platforms will not be considered.

Please note that, if you are the recommended applicant, you may be required to obtain an Australian National Police Clearance (NPC). Completion of the PTA Integrity and Qualification Consent Form will only be required where qualification checks are undertaken. Adverse outcomes of NPCs will not necessarily disqualify an applicant from the selection process. Suitable applicants may also need to undertake a full and comprehensive medical assessment.