Have you ever been standing on the platform during your morning commute, watching the hustle and bustle of the station, and thought, “I wish I was already at work”? If so, this could be the perfect opportunity for you. Sydney Trains is currently accepting applications for Customer Service Attendants to work across the Sydney Trains network.
In this role, you’ll play a pivotal part in enhancing the commuter experience. From assisting passengers in navigating the Sydney transport network to communicating important information about train services and delays, your contribution will be invaluable. You’ll help customers tap on and off Opal readers and ensure their safety throughout their journey.
Role Summary: Customer Service Attendant Position at Sydney Trains
| Organisation / Entity | Sydney Trains |
|---|---|
| Job Location | Anywhere there is a train station in the Sydney Network |
| Work Type | Part-Time (min 20 hours a week) |
| Base Pay | $1,241.50 per week PRO RATA |
| Closing Date | 2 March 2025 |
Why This Role Stands Out
Reliable, Well-Paid Part-Time Work with Public Sector Benefits
This position is ideal for anyone seeking stable, well-compensated part-time employment with the added perks of public sector benefits. As a permanent part-time employee working a minimum of 40 hours per fortnight, you’ll earn at least $1,241.50 every two weeks. There’s also the potential to work additional hours and receive penalty rates, boosting your income even further. Plus, you’ll enjoy access to public service leave and free transport across the entire NSW public transport system, whether you’re on or off duty.
A Launchpad for Your Career
If you’re looking to kick-start your career, this role offers excellent progression opportunities. Many senior leaders within Sydney Trains began their journeys in positions just like this. By showcasing your skills and dedication, you can advance to roles such as Station Duty Manager or Customer Area Manager. The first six months will involve providing shift coverage across the Sydney Trains network, with shifts and locations that may vary from day to day. This experience will give you a comprehensive understanding of the network and prepare you for future career advancement.
How to Navigate the Customer Service Attendant Recruitment Process
Crafting Your Application
To apply, you’ll need to submit a well-written cover letter and an up-to-date resume. Your cover letter should specifically address the selection criteria outlined by Sydney Trains. Here’s what you need to focus on:
- Effective customer service and communication skills
- Sound knowledge of booking office procedures
- Understanding of customer service and safety standards
- Familiarity with relevant legislation and authority policies, procedures, and guidelines for station operations
- Knowledge of Equal Employment Opportunity principles, the Ethnic Affairs Priority Statement, Work Health and Safety, and environmental policies
- Commitment to ethical practices
- Understanding of basic computer operations and software standards
Additionally, make sure to highlight the following attributes, as mentioned in the job advertisement:
- A positive and reliable attitude, honed through various customer-facing roles
- Passion for frontline work and community interaction
- Willingness to work in a rostered shift environment and contribute to positive community changes
- Ability to work autonomously with initiative
- Strong work ethic and dedication to exceptional customer service
- Availability to work rotating shifts, including late nights, early mornings, weekends, and public holidays
- Access to own transport for shifts that start outside train operating hours
Candidate Spotlight: Why Matt is Applying to Become a Sydney Trains Customer Service Attendant
Meet Matt, a dedicated and enthusiastic professional with over two years of part-time experience at JB Hi-Fi. Every day, Matt commutes to work using the Sydney Trains network, giving him firsthand experience with the services and operations of Sydney’s public transportation system. His daily interactions with the network have ignited a passion for contributing to the community in a more impactful way.
Matt’s Motivation for Applying
- A Passion for Customer Service: Working at JB Hi-Fi, Matt has developed strong customer service skills, enjoying the satisfaction that comes from helping others and resolving their inquiries. He sees the Customer Service Attendant role as an opportunity to extend these skills to a broader audience.
- Familiarity with the Sydney Trains Network: As a regular commuter, Matt is well-acquainted with the challenges and needs of daily passengers. His personal experience positions him to provide genuine assistance and improve the commuter experience for others.
- Desire for Career Growth: Matt is eager to embark on a career path that offers stability and advancement opportunities. He recognises that starting as a Customer Service Attendant can open doors to future roles within Sydney Trains and the public service more broadly.
How Matt Aligns with the Role
Matt’s background and aspirations make him an excellent fit for the Customer Service Attendant position:
- Positive and Reliable Attitude: His consistent performance at JB Hi-Fi showcases his dependability and commitment to excellence in customer-facing roles.
- Self-Driven and Autonomous Worker: Accustomed to taking initiative, Matt can work independently, a key capability required for the role.
- Flexible Availability: Understanding the demands of shift work, Matt is prepared to work rotating shifts, including early mornings, late nights, weekends, and public holidays. Having his own transport, he can easily accommodate shifts that start outside standard operating hours.
Matt’s application reflects not just a desire for employment but a genuine enthusiasm for contributing to Sydney Trains and serving the community. His blend of customer service experience, familiarity with the train network, and commitment to personal and professional growth positions him as a strong candidate for the role.
Example Cover Letter for Matt
Re: Application for Part-Time Customer Service Attendant Position
Dear Hiring Manager,
I am writing to express my interest in the Part-Time Customer Service Attendant position at Sydney Trains. With over two years of experience working at JB Hi-Fi and a daily commuter on the Sydney Trains network, I am confident in my ability to deliver exceptional service to your customers.
Effective customer service and communication skills:
At JB Hi-Fi, I have honed my customer service and communication skills by assisting a diverse range of customers daily. I routinely handle inquiries, resolve complaints, and provide product recommendations, ensuring each customer leaves satisfied. My ability to communicate clearly and empathetically has been key to building customer loyalty and achieving sales targets.
Sound knowledge of booking office procedures:
At JB Hi-Fi, I have gained extensive experience with various payment systems, including cash, credit cards, and mobile payments. As a daily commuter on Sydney Trains, I am well-versed in the Opal card system, as well as contactless credit card and mobile payment options used across the network. This firsthand knowledge, combined with my retail transactional experience, equips me to quickly understand and manage booking office procedures. My attention to detail ensures accuracy in all financial transactions, enhancing customer trust and satisfaction.
Understanding of customer service and safety standards:
Customer safety is paramount in my current role, where I ensure the store complies with all safety regulations. I have completed training in workplace health and safety, and I am vigilant about identifying and reporting potential hazards. I understand that safety and service go hand-in-hand in providing a positive customer experience.
Familiarity with relevant legislation and authority policies, procedures, and guidelines for station operations:
As a regular user of the Sydney Trains network, I am aware of the operational procedures that keep the system running smoothly. I am eager to deepen my understanding of the specific legislation and policies that govern station operations and am committed to adhering to all guidelines to maintain a safe and efficient environment.
Knowledge of Equal Employment Opportunity principles, the Ethnic Affairs Priority Statement, Work Health and Safety, and environmental policies:
My experience in a diverse workplace like JB Hi-Fi has taught me the importance of Equal Employment Opportunity principles and embracing cultural diversity. I am committed to promoting an inclusive environment and am knowledgeable about Work Health and Safety practices that protect both employees and customers.
Commitment to ethical practices:
Integrity is a core value I uphold in both my personal and professional life. I ensure that all my interactions are conducted ethically, from handling customer information confidentially to adhering to company policies and procedures without compromise.
Understanding of basic computer operations and software standards:
I am proficient in using various computer systems, including inventory management and point-of-sale software. My daily responsibilities require me to generate reports, process transactions, and troubleshoot minor technical issues, all of which rely on strong computer skills.
I am enthusiastic about the opportunity to contribute to Sydney Trains as a Customer Service Attendant. My positive attitude, strong work ethic, and passion for serving the community make me a strong candidate for this role. I am fully prepared to work rotating shifts, including early mornings, late nights, weekends, and public holidays. Having my own transport, I am flexible and can accommodate shifts that start outside standard train operating hours.
Thank you for considering my application. I look forward to the possibility of discussing how my skills and experiences align with your needs.
Sincerely,
Matt
Preparing for the Interview and Next Steps
Assessment Process
If your application is successful, you will undergo a series of assessments designed to reflect the skills and abilities required to perform effectively and safely as a Customer Service Attendant. These assessments may include online tests evaluating your problem-solving abilities, customer service aptitude, and safety awareness.
The Interview Stage
Following the assessments, you’ll participate in either a face-to-face or virtual panel interview. This interview will focus on non-technical behaviours and capabilities essential for the role. You’ll be asked several behavioural questions, which require you to demonstrate how you’ve handled specific work situations in the past. Preparing examples from your previous experiences where you’ve showcased excellent customer service, problem-solving, and teamwork will be beneficial.
Final Checks
The role also requires satisfactory medical, drug and alcohol, and criminal record checks as part of the selection process. These checks ensure that all employees can perform their duties safely and responsibly.
Conclusion
If you’re successful in securing the position, congratulations! This role is not just a job but a stepping stone to a rewarding career in the public sector. As you progress, you’ll have access to numerous opportunities for advancement within Sydney Trains.
When you advance to the interview stage, it’s a good idea to use resources like the NSW Public Service Commission’s Capability Application Tool. This tool provides numerous example interview questions that can help you prepare effectively.
Access the Capability Application Tool here: NSW PSC Capability Application Tool
Embarking on this journey with Sydney Trains could be the start of an exciting new chapter in your professional life. Good luck with your application!
