Customer Incident & Performance Officer
Core
Monitor live train services in real time, coordinate incident responses, and communicate service disruptions to stakeholders to ensure safe and efficient freight delivery.
Role type
Operations monitoring and incident coordination officer
Builds
Reliable delivery of intermodal containers, coal, steel, and bulk commodities across Australia's rail network
Domain
Rail freight logistics and operations
Required skills
Real-time monitoring, incident reporting, stakeholder communication, data recording, task prioritization, system adaptability, safety compliance
Preferred skills
Logistics, aviation, transport, or customer service experience, ability to work rotating 12-hour rosters including nights and weekends
Technologies
Operational monitoring systems, safety alert systems, communication platforms
Responsibilities
Monitor live train services and track performance against the service plan, act as a key contact for incident reporting and safety system alerts, record and maintain accurate operational and safety information in real time, communicate service disruptions and incident updates to relevant stakeholders, coordinate with service delivery and network teams, maintain accurate data to identify issues affecting train performance
