Onboard Customer Service Supervisor Queensland Rail Townsville

Youll connect Queensland. Well connect you to an amazing career.

At Queensland Rail connection is at the heart of everything we doand it starts with you. Our Travel network links communities across the state delivering unforgettable tourism experiences and essential journeys for work family and care.

Learn more about Queensland Rails purpose people and progress - watch our short video here.

About the Role

Join us as a Onboard Customer Service Supervisor (internally known as Passenger Services Supervisor (Relief)) based in Townsville. Youll lead onboard teams to ensure world-class service on iconic routes like the Spirit of Queensland and the Inlander.

You can expect up to 3-day trips away and the chance to explore Queensland while you work.

This is a permanent full-time position.

To see a little preview of the trains that youll be working on click the links below:

Spirit of Queensland
Inlander

Purpose that Counts. As a Onboard Customer Service Supervisor some of your duties will include:

Lead and mentor a team of up to four onboard staff
Deliver exceptional customer service and ensure ticket compliance
Oversee safety fatigue management catering financial and baggage procedures
Manage service disruptions and coordinate train handovers
When not rostered onboard youll assist with operational and customer service duties including Station Assistant responsibilities

For full position responsibilities please read this Position Description.

Benefits that count:

Base annual salary of $.75% super with potential to earn up to $130000 per year 12.75% super (including allowances)
Travel discounts and lifestyle perks through QRI
Access to 280 gyms and pools with Fitness Passport
Be part of a team that truly connects communities
5 weeks annual leave

To view additional exclusive Queensland Rail benefits please visit Employee Benefits.

Roster / Hours:

Permanent full-time position with a rotating roster of days late afternoons weekends and public holidays.

The roster will be provided one week in advance so flexibility is essential.

We are looking to connect with someone who has:

Proven leadership experience in a customer service environment
Demonstrated ability to provide high-quality customer service in a fast-paced environment
Strong interpersonal communication problem-solving time management and decision-making skills in a semi-autonomous environment
Experience managing operational compliance safety or financial procedures
The ability to handle customer or team member conflict in an objective and professional manner
Flexibility for rotating rosters including days late afternoons weekends and public holidays

You must currently hold or be willing to obtain the following certificates prior to employment:

Advanced resuscitation
Provide basic emergency life support
CPR
First aid
Food hygiene and
Responsible service of alcohol (RSA)

Please apply to Passenger Services Supervisor (Relief) - Townsville(12053) via our website by clicking onto the Apply buttonby 11:59pm (GMT10:00 Brisbane) Tuesday 15th of September 2026.

IMPORTANT INFORMATION FOR CURRENT QUEENSLAND RAIL EMPLOYEES:

Youmust applyfor vacancies via the internal People Connect solution Click here for more information

External applicants applying for roles within Queensland Rail will be subject to Alcohol and Other Drugs pre-employment testing. The recruitment and selection process for this position might require shortlisted applicants to undertake psychometric assessment pre-employment health assessment and background checks that might also include criminal history and credit checks.

Supporting a Diverse Workforce

Queensland Rail is committed to a diverse workforce that is reflective of the customers and communities we serve.
We are inclusive collaborative respectful and value our differences. We are 1TEAM where everyone belongs.
If you do require an adjustment during the recruitment process please contactTanya Anderson via the email below.

To learn more about this Queensland Rail career opportunity please contactTanya Anderson with your specific enquiry via email to Please do not email your application. We can only accept applications received via our website.

Required Experience:

Manager

Employment Type : Full-Time
Experience: years
Vacancy: 1
Yearly Salary Salary: 130000 - 130000