AddressKeolis Downer is Australia's largest private multi-modal operator with 20+ years of local presence with Southlink and LinkSA. We support 250 million passenger journeys annually in Australia.
Keolis Downer is committed to providing the highest quality of Rolling Stock Services in the local SA and greater Australian markets. This is a great time to join an industry leader who has built a trusted reputation on the quality of service and further develop your career in the Adelaide Rail Transformation Program.
As a Customer Experience Team Leader you will be responsible for supporting the delivery of the Adelaide Metropolitan Passenger Rail network by providing day to day leadership of a team of frontline workers including our Passenger Service Assistants, Platform Coordinators, other operational supervisors and Customer Feedback Officers.
You will:
- Provide effective day-to-day leadership, mentoring, coordination and delivery of the team members to meet the day to day needs of supporting our network
- Assist with the scheduling and coordination of frontline staff
- Improve operational needs, customer service, quality and resources utilisation performance
- Contribute to an improvement focused culture and training of the frontline team
- Lead by example in representing the Company in an honest, ethical and professional manner in accordance with Keolis Downer Adelaide values, and contribute to a culture of integrity and professionalism through compliance with and educating others in relevant legislation, rules and procedures
- Achieve the service and performance expectations of the Department of Transport
- ‘Think Like a Passenger’ - support a passenger focused culture at Keolis Downer Adelaide
- Conduct incident or injury investigations as required
- Management of special events as a special event coordinator
- Be willing to work Monday to Friday with a combination of business hours and afternoon shifts with flexibility required to work weekends for special events
About you:
- Proven experience in a Customer Experience ideally in a role relating to transport services, with a track record of being able to deliver on goals
- Demonstrated front line management experience
- Well-developed communication and interpersonal skills to lead staff, develop and introduce business and operational change and dealing with customer complaints
- Resilient and a no fuss attitude with the character to tackle problems head on, with a pragmatic approach and innovative solutions and effective conflict management skills
This opportunity to join Keolis Downer in building the future of transport systems in Adelaide will be hands on in creating a world class public transport system for the Adelaide metro area, on par with our global mission.
We offer:
- A highly supportive, team environment
- Competitive remuneration with ongoing training and support
- Based at Adelaide Railway Station with some travel to our depots to be expected
- Full time permanent position
The Keolis Downer culture is one of engagement and enablement – we want to hear your ideas and support you in implementing them. We are focussed on developing our staff, identifying career pathways and creating opportunity across our global network.
To apply hit “apply now” and submit your cover letter and resume or contact Pauline Blackmore at ***************@keolisdowner.com if you have any questions.
Closing date: Wednesday, 22 May 2025 at 4:00pm
(Note: Keolis Downer does not accept applications via email)
Keolis Downer is committed to achieving a diverse workforce and strongly encourages applications from women and indigenous Australians.
