Customer Incident & Performance Officer

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 in real time
• Communicate service impacts, ETAs, and incident updates to key stakeholders
• Support coordination across service delivery, terminals, and network teams
• Maintain strong customer service focus through clear and timely communication

What You’ll Bring

• Strong ability to work in a fast-paced, shift-based operational environment
• Excellent communication skills across multiple channels
• Strong attention to detail and data accuracy
• Intermediate computer skills (systems experience advantageous)
• Rail, transport, logistics, or operations experience desirable (not essential)
• Team-focused approach with a proactive mindset
• Flexibility to work rotating 12-hour shifts including nights, weekends, and public holidays.

We’ll provide full training — what matters most is your attitude and willingness to learn.

Why join us?

At Pacific National we value the contribution of each team member. Our values underpin our commitment to create an inclusive culture where everyone is accepted.

Some of the benefits we offer are:

• Paid parental leave
• Novated Leasing
• Fitness Passport
• Purchase leave program
• Access to EAP program through Sonder
• Career development and internal mobility opportunities

We live by our Values: Make it Simple, Share More, Kindness, Gratitude, Curiosity, and Own It – helping us build strong connections and do our best work every day.

Ready to deliver what matters?

Click ‘Apply Now’ and start your journey with Pacific National. Learn more at https://www.pacificnational.com.au/careers

Applications close: 14 June 2026

Pacific National acknowledges the Traditional Custodians of the land on which we work live and rail.