Onboard Customer Service Supervisor - Queensland Rail - Townsville

You’ll connect Queensland. We’ll connect you to an amazing career.

At Queensland Rail, connection is at the heart of everything we do—and 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 Rail's purpose, people and progress - watch our short video here.

Join us as a Onboard Customer Service Supervisor (internally known as Passenger Services Supervisor (Relief)) based in Townsville. You’ll 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 you’ll 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, you’ll assist with operational and customer service duties, including Station Assistant responsibilities

For full position responsibilities please read this Position Description.

• Base annual salary of $83,657 + 12.75% super with potential to earn up to $130,000 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.

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" button by 11:59pm (GMT+10:00 Brisbane) Tuesday 15th of September 2026.

You must apply for vacancies via the internal People Connect solution

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.

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 contact Tanya Anderson via the email below.

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