Customer Incident & Performance Officer

Customer Incident & Performance Officer!

• Support our Coal haulage services from within the Day of Operations control function
• Permanent opportunity, North Sydney location
• 12 hour rotating shifts, even time roster, weekend and night work required.

About us

Pacific National (PN) is the largest private provider of diversified rail freight services in Australia. We haul a variety of freight including coal, intermodal containers, steel, and a range of bulk commodities and materials that keep the region’s economy, businesses and households running.

About the role

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 include:

• Acting as the first point of contact for incident reporting, following up on safety system warnings.
• Entry of relevant data into our safety and transport/labour management systems.
• Distributing critical information and notices on train running, Estimated Time of arrival queries, service issues and incidents to both internal and external stakeholders.
• Commitment to providing exceptional customer service; building strong working relationships with all customers (internal and external).

About you

To be successful in this role, you will be a recognised team player, with a strong customer-centric background and the ability to operate in a fast-paced shift work environment.

In addition:

• Experience within a dynamic shift work environment is preferred
• Excellent communication skills with the ability to communicate effectively using multiple mediums (phone, email, text messages, etc)
• Intermediate level computer skills, with a background in safety management systems and/or reporting systems advantageous
• Background in operations control, rail, transport or logistics will be advantageous but not essential

The benefits

We prioritize diversity and inclusion, fostering a culture where every team member is valued and can bring their authentic selves to work. When you join us, you'll have the opportunity to: 

• Pursue growth and career development 
• Access mentoring programs 
• Enjoy paid parental leave up to 14 weeks (with superannuation) after just 6 months of service 
• Access our Employee Assistance Program for confidential counselling, free for you and your eligible family members 
• Benefit from novated leasing and discounts on select health insurance, travel, retail brands, and more. 

To find out more about Pacific National, our benefits and opportunities we offer, visit our careers page: www.pacificnational.com.au/careers. We are proud to be a WORK180 Endorsed Employer for women, and you can visit our Work180 page Pacific National | WORK180 Endorsed Employer to find out more! 

We are seeking applicants who share our values: Make it simple, Share More, Kindness, Gratitude, Curiosity, and Own it. These values help us achieve strong connections with everyone we work with and play an important part in motivating us all to do our best work. 

What our employees say about working at Pacific National:  

‘Amazing place to work with plenty of opportunities for those that wanted to grab hold of them’  

Do you need reasonable adjustments during the recruitment process?

If you need an adjustment in the recruitment process, please outline at the time of your application.

Next steps

Are you ready to be part of our future? Click on the 'Apply' button below and follow the prompts.

Applications close 6^th January 2025! 

Acknowledgement of Country

We acknowledge the Traditional Custodians of​ the land on which we work, live and rail.​ We pay respect to Elders past, present and future and to the​ continuation of cultural, spiritual and educational practices​ of all Aboriginal and Torres Strait Islander peoples.