Customer Journey Adviser (Relief)

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

At Queensland Rail, we connect communities, industries and regions across the state by delivering essential services that have kept Queensland moving for 160 years.  Our core priorities guide everything we do: keeping people safe, delivering exceptional services, strengthening our network, supporting freight, and operating efficiently and sustainably. 

Learn more about Queensland Rail’s purpose, people, and progress – watch our short video here

Do you love helping people and making a difference every day?

Join Queensland Rail's Customer Engagement team as a Customer Journey Adviser (Relief). In this rewarding frontline role, you'll play an important part in helping customers travel with confidence by delivering exceptional service, providing timely information, and creating positive experiences across our network.

This is your platform; this is where your journey begins

• Permanent full time
• Inner Brisbane location – Bowen Hills

About the role:  

As the Customer Journey Adviser (Relief), you’ll play a vital role in transforming real-time operational updates into clear, accurate, and engaging customer communications, across internal and external channels. You’ll work at the epicentre of service information and communication, strengthening digital engagement and enhancing how we connect with customers, communities and our people across the network.  

Key Responsibilities:

• Deliver timely customer updates via social media, internal systems, and media channels 
• Liaise with Translink and internal teams to provide consistent, clear, and customer- centric messaging
• Monitor and respond to customer feedback, identifying themes to inform future improvements
• Build and maintain strong relationships with stakeholders to enhance coordination and elevate customer satisfaction
   

You'll bring:  

• Experience in a customer-facing or customer-focused environment
• Excellent written and verbal communication skills, with the ability to simplify complex information for broad audiences
• A calm, solutions-focused approach to real-time decision-making
• Previous experience in transport or operational environments (desirable, not essential)
• Media and/or social media experience
• The ability to juggle multiple priorities in a dynamic team setting.
• A passion for communication and a commitment to elevate customer experience 

This is a shiftwork and on-call position operating on a 7-day rotating roster, including weekends and public holidays. As a relief role, roster patterns vary based on operational requirements, and employees are not assigned to a dedicated Master Roster.  We are seeking candidates who can demonstrate a genuine commitment to, and flexibility for this type of working arrangement.
 

Benefits that Count  

All that Queensland Rail achieves each day relies on the hard work and talent of our teams. That’s why we offer a range of attractive benefits designed to help you bring your best, including:   

Annual base salary commences at $117,750 + shift penalties + 12.75% Superannuation 

Perks 

• On-site parking for shift days and close proximately to Bowen Hills train station
• Access to join QRI Lifestyle program, that offers members access to over 2,000 exclusive heavily discounted services 
• Prioritise your physical, emotional and financial wellbeing with our range of free or heavily discounted memberships and services 
• Rail travel perks, with free or heavily discounted QR rail travel
• Plus, more! Click here to see the full range of benefits available to Queensland Rail employees.  
       

Click here to view the position description 

Your journey matters. Make it with us.    

There has never been a more exciting time to join Queensland Rail. We offer boundless opportunities to support your career today and for your future. 

Please apply to Customer Journey Adviser (Relief) (11770) via our website by clicking onto the "Apply" button by 11:59pm (GMT+10:00 Brisbane) Sunday 6th September 2026.

Un-restricted Australian working rights will be required for this role. 

Supporting a Diverse Workforce

Queensland Rail acknowledges the Traditional Owners and Elders of the lands and waterways our network traverses.

Our teams are People who Count. We encourage diversity in our teams, including different genders, age, race, disability status, sexual orientation, religions, neurodiversity, education levels and many more aspects. No two journeys are the same, and it’s because of our differences that as a collective, we achieve great things.

We provide reasonable adjustments to support candidates and employees.

If you do require a reasonable adjustment during the recruitment process, please contact Cynthia MacKenzie via the details below.

Applicants for roles at Queensland Rail may undergo pre-employment alcohol and drug testing if they advance in the recruitment process. The selection process may also include psychometric assessments, pre-employment health checks and background screenings, which could involve criminal history and credit checks, if this applies to the pre-employment requirements for this role.

For roles that have pre-employment qualifications, we will also be required to do formal qualification verification processes to ensure qualifications align to Queensland Rail's pre-employment frameworks.  

To learn more about this Queensland Rail career opportunity please contact Cynthia MacKenzie with your enquiry via cynthia.mackenzie@qr.com.au   Please do not email your application. We can only accept applications received via our website.