Introduction
The Customer Information Officer role with NSW TrainLink sits between passenger service and live rail operations. Based at the Rail Operations Centre in Alexandria, you would help resolve ticketing and reservation problems while giving passengers and staff accurate information about their journeys.
Prepare examples that show how you handled a complicated enquiry while the situation was changing. The advert points to experience in contact centres, transport, travel, reservations or operational settings, with ticketing systems and real-time communications highly regarded. Check the 24/7 roster against your availability before investing time in the application.
Role snapshot
| Role | Customer Information Officer |
| Organisation | NSW TrainLink / NSW Trains |
| Location | Rail Operations Centre, Alexandria |
| Employment | Full-time, on-site; 24/7 rotating roster including days, nights and weekends |
| Remuneration | Not disclosed; confirm remuneration with Transport for NSW |
| Closing date | 29 October 2026, 11:59 pm AEDT |
| Job ID | 605477 |
Application requirements
The job ad does not list specific application documents.
For roles at Transport For NSW prepare a 2 page cover letter, but also log in and view the application form as there are specific capability questions not listed in the job ad.
Role conditions and eligibility
- Work on-site at the Rail Operations Centre in Alexandria
- Availability for a 24/7 rotating roster covering days, nights and weekends
Candidate requirements and evidence
| Resolve complex passenger or customer enquiries | Choose a case involving a booking, refund, service change or another issue that needed investigation. Explain how you established the facts, checked the rules and reached a workable answer for the customer. |
| Communicate accurate information as circumstances change | Show how you kept people informed during a disruption or an urgent change. Identify who needed the update, how you checked its accuracy and what you did when the first answer changed. |
| Balance customer needs with operating requirements | Use an example where the preferred customer outcome depended on capacity, policy or safety. Describe the options you could offer and the reasoning behind the decision. |
| Use systems and work with operational teams | Name the booking, case-management or customer system you used and explain the records you maintained. Include your work with other teams to resolve an escalation, making your own contribution clear. |
Example application structure
Read the role description and open the application form before finalising your documents. Follow its document limits and any capability questions, and use the exact question wording to plan your answers. The two-page cover letter is preparation guidance; the application form determines what you submit.
For the recommended cover letter, start with your relevant customer service setting and your availability for the advertised roster. Build the main section around a complex enquiry and an example of communicating through a changing situation, explaining your decisions and the outcome. If the form requests a CV, make your experience with reservations, ticketing or comparable customer systems easy to find.
Before you submit
- Confirm document limits and any capability questions inside the application form
- Check that your examples explain how you investigated and resolved the enquiry
- Make relevant systems experience and roster availability clear
- Submit before 11:59 pm AEDT on 29 October 2026
Return to the official job ad and check the final portal instructions before submitting.
Help with your application
Read the official vacancy and application form together before drafting. Choose examples that show how you investigated a booking problem, communicated during a service change and worked with operational colleagues to keep passengers informed.
For help shaping those examples into a role-specific application, visit Team 3Thirty’s customer service government application help at customer service application support.