Customer Incident & Performance Officer

Job description

Customer Incident & Performance Officer – North Sydney - Permanent opportunity - Rotating 12-hour lifestyle roster (4 on, 5 off | 5 on, 4 off | 5 on, 5 off), including nights, weekends & public holidays - Full training provided What You’ll Do: The Customer Incident Performance Officer (CIPO) plays a key role in actively monitoring our train services in real time and within the 24-hour time horizon, to ensure delivery to the service plan. You will be supporting the team by providing administrative support, customer service and data integrity tasks. In this role you will actively monitor our train services in real time to ensure delivery to the service plan, record and communicate important and time sensitive information to a variety of stakeholders, and record incidents and safety breaches in our safety management system. The team as a whole is responsible for working together to ensure Pacific National trains run on time, safely, and efficiently. Key Responsibilities: - Monitor live train services and ensure alignment with the service plan - Act as first point of contact for incident reporting and safety system alerts - Record and update operational and safety data accurately and i...