About The Role

As a key member of the Transperth Train Operations team, you will play a vital role in delivering exceptional customer service across the rail network. Acting as a senior point of contact for passengers, you will provide accurate travel information, assist customers during planned and unplanned service disruptions, address customer enquiries and concerns, and help ensure a safe and welcoming environment for all passengers. Your ability to communicate effectively, resolve issues professionally and identify opportunities for service improvement will contribute directly to the customer experience.

This diverse and fast-paced role also provides operational leadership and support across the network. You will coordinate responses during service disruptions and emergencies, assist with rail replacement bus operations, oversee passenger movements during peak periods and special events, and provide guidance and support to Customer Service Assistants and Passenger Ticketing Assistants. Working closely with operational control centres, security personnel and station staff, you will help ensure the safe, efficient and reliable delivery of train services while contributing to continuous improvement initiatives within Transperth Train Operations.

This is an excellent opportunity for a proactive and people-focused professional who enjoys leading others, making decisions in a fast-paced environment and contributing to the continuous improvement of public transport services.

About You

We are looking for a customer-focused and proactive leader who can thrive in a fast-paced operational environment. To be successful in this role, you will bring:

• Demonstrated experience delivering exceptional customer service to a large and diverse customer base within a complex operational environment.
• Proven leadership skills, with the ability to motivate, support and influence others to achieve positive team and customer outcomes.
• Well-developed communication, interpersonal and conflict-resolution skills, including the ability to manage customer enquiries and complaints with professionalism, diplomacy and tact.
• Strong analytical, problem-solving and organisational skills, complemented by sound administrative and computer literacy, enabling you to work effectively in a dynamic and changing 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.
• Subsidised Corporate Apparel and Spectacles
• Supportive Team Environment
• Opportunity to join our Social Club offering savings and benefits all year round.

There are two Permanent opportunities. 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 and 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.

1. A covering letter of no more than two pages, which draws on your recent experience, providing examples that demonstrate your suitability for this role, including:

• Delivering outstanding customer service in a complex environment;
• Responding to operational challenges, disruptions or changing priorities; and
• Supporting, leading or influencing others to achieve positive outcomes.

For each example, clearly outline the situation, the actions you personally took and the outcome achieved.

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