Customer Experience Assurance Officer (OnTrain Customer Operations) - Brisbane

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

As our Customer Experience Assurance Officer - OnTrain Customer Operations (internally known as Service Assurance and Capability Adviser), you’ll play a pivotal role in enhancing customer experiences across Queensland Rail’s onboard and tourism services.

You’ll work independently to enhance customer experiences across Queensland Rail’s onboard and tourism services by conducting audits, observations and assurance activities. Using your insights and feedback, you’ll help improve service standards, support frontline teams and drive positive operational outcomes. 

This is a unique opportunity for a customer-focused professional who enjoys being in the operational environment, identifying improvement opportunities and influencing positive change across a diverse workforce.

Based at Platform 10, Roma Street, this permanent full-time role requires extensive travel, with an average of 15 days per month engaging with frontline operations.

Purpose that Counts. As a trusted Customer Experience Assurance Officer - OnTrain Customer Operations, you will:

•    Conduct frontline observations and quality assurance audits across onboard services.
•    Assess service standards, employee behaviours and operational compliance. 
•    Provide feedback and escalate service, performance and capability concerns to the Manager Operational Services, Training Coordinators or Operation Managers. 
•    Analyse findings, identify trends and prepare reports to support decision-making.
•    Deliver recommendations to improve customer experience, workforce capability and operational performance.
•    Partner with leaders and Training Coordinators to support capability development and continuous improvement. 
•    Identify process gaps and operational inconsistencies to inform policy and training enhancements. 
•    Build productive relationships with employees and leaders to promote consistent service standard and behaviours.

For further information please read the Position Description.

About You

We're looking for someone who combines operational experience with strong analytical and relationship-building skills.

You will bring:

•    Previous experience in quality assurance, auditing or service assessment activities, with the ability to evaluate service quality, consistency and compliance.
•    Strong analytical and problem-solving skills, with the ability to identify trends and provide practical recommendations.
•    Excellent communication skills, including the ability to deliver constructive feedback and influence positive outcomes. 
•    Sound knowledge of customer service operations, procedures and standards within a complex operational environment.
•    Strong stakeholder engagement skills, with the ability to build effective relationships at all levels.
•    A commitment to continuous improvement and delivering exceptional customer outcomes.
•    Experience in rail, transport, tourism, hospitality or other frontline service environments is highly regarded. 

Roster / Hours: 

This role involves regular travel (approximately 15 days per month), working across a 24/7 roster, and overtime as required to support operational requirements.

Benefits that Count

Queensland Rail's success is built on the capability and commitment of our people. In return, we offer:

•    An annual salary of $117,750 + 12.75% super + applicable penalties and allowances 
•    5 weeks of annual leave per year?
•    Travel discounts and lifestyle perks through QRI
•    Opportunities for career development and ongoing learning.
•    Access to a 280+ gyms and pools with Fitness Passport
•    The chance to contribute to an industry-leading organisation focused on delivering exceptional customer experiences.

For a full list of benefits please visit Employee Benefits.

Please apply to Service Assurance and Capability Adviser - Brisbane (11852) via our website by clicking onto the "Apply" button by 11:59pm (GMT+10:00 Brisbane) Wednesday 19th of August 2026. 

IMPORTANT INFORMATION FOR CURRENT QUEENSLAND RAIL EMPLOYEES:

You must apply for vacancies via the internal People Connect solution – Click here for more information

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.  

Supporting a Diverse Workforce

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 phone number or email below.

To learn more about this Queensland Rail career opportunity please contact Tanya Anderson with your specific enquiry on 1800 115 000 or email tanya.anderson@qr.com.au. Please do not email your application. We can only accept applications received via our website.