Onboard Customer Service Supervisor Townsville - Queensland Rail

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.

About the Role

Join us as an Onboard Customer Service Supervisor (internally known as Passenger Services Supervisor) based in Townsville. You’ll lead onboard teams to ensure world-class service on iconic routes like the Spirit of the Queensland and the Inlander. You can expect up to 3-day trips away and the chance to explore Queensland while you work.

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

For full position responsibilities please read this Position Description. 

Benefits that count: 

•    Base annual salary of $86,367 + 12.75% super with potential to earn up to $140,000 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

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

Roster / Hours: 

Permanent full-time role with a rotating roster of days, late afternoons, weekends and public holidays. This role is part of a six week rotating link which provides vision of future work to plan around.

We are looking to connect with someone who has: 

•    Proven customer service and leadership skills
•    Strong communication, time management and problem-solving abilities in a semi-autonomous and fast-paced environment
•    The ability to handle customer or team member conflict in an objective and professional manner 
•    Flexibility for rotating rosters which will include regular weekends

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) 

Supporting a Diverse Workforce

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

We’re a team of thousands and we’re proud of our individual journeys and stories. And as we grow, we need more diverse backgrounds and perspectives than ever before. We are committed to facilitating a barrier-free recruitment process and work environment. If you require any accommodations, we welcome you to let us know so we can work with you to participate fully in our recruitment experience. 

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 include psychometric assessments, pre-employment health checks and background screenings, which could involve criminal history and credit checks.  

Your journey matters. Make it with us. 

There’s never been a more exciting time to join Queensland Rail. If you're ready to make a real impact and help shape our future, we encourage you to submit your resume and cover letter by 11:59 PM (AEST) Wednesday 21st of January 2026. 

To learn more about this opportunity please contact Tanya Anderson with your specific enquiry via tanya.anderson@qr.com.au.