Organisation: Transport Sydney Trains
Job Title: Stations Customer & Operations Officer
Word Limit: one page
Location: Sydney Region-Sydney City
Proven capacity to improve operational and safety performance to enhance safety and
customer service in a large and complex transport system
As a successful Training Officer and Train Guard my success thought out my career has been enhanced
my numerous qualifications and personal experience. It is with this training and my career history in
customer-focused delivery that I worked in collaboration with both small and large teams to exceed
customer expectations and create positive experiences by committing to proactive approaches that
improve performance and safety.
An example of my proven capacity to enhance safety and operational performance was during a
situation where a train guard claimed that he had not been notified of the fact that each guard was
required to have the crew door open on the platform prior to opening the passenger doors. In reviewing
the training modules, I realised that up until this point, this requirement had only been verbally
conveyed and was not in writing. Immediately, I identified a lack in the module materials. Taking a
collaborative approach to this issue, I modelled SPACE Behaviours, that of Safety, Pride, Accountability,
Collaboration, and Excellence emphasising a greater focus on customer service and on and empowering
people to make the right decision
During our regular team meetings, safety issues were commonly spoken of, and it was at one of these
meetings I raised this lack within the training materials. Discussing the situation, we decided as a group
to rectify the situation and drafted up an amendment to the course. This was presented to the principal
trainer and manager for approval, to which they readily agreed. The information was passed on to the
design team that implemented the change within the electronic materials. As a result of my
observations, initiative and teamwork the course materials became more comprehensive and supplied
specific direction in relation to crew doors. Additionally, no longer would any train guard be able to
make the statement that they had not been fully trained in this procedure.
The safety of myself, my team and trainees and of Sydney Train’s customers is of utmost importance. In
order to keep course modules up-to-date, it is essential that I keep abreast of all procedural and policy
changes and legislative adjustments. I am proactive in making myself familiar with the daily and weekly
changes that occur. I receive information from numerous sources such as the safety management
system, the safety department, issued bulletins and regular emails about changes on the network. On
the basis of this information, I submit course amendment forms to my principal and manager for
approval. My constant awareness of the serious matter of safety has resulted in significant adjustments
made to the training and materials that enhances the overall ability of my trainees to provide superior
All positions I have held within my career, have focused on listening and understanding others and
adapting language and communication skills to suit certain situations. This ability to modify my delivery
methods enables me to be able to serve a wide range of requests from different people. Additionally, I
am alert to opportunities to enhance operational and safety performance within Sydney Train’s complex
transport system in line with the vision of ‘Keep Sydney Moving.’
2 Demonstrated experience in station and project management skills within an operational
Showing a commitment to supporting a positive team by promoting collective achievement and
contributions, I promote the development and achievement of group objectives by embracing a
respectful culture. With high-level knowledge of public service professionalism, I thoroughly
comprehend organisational structure and culture while acting professionally in the execution of duties.
As evidence of my station skills within an operational environment, was during an on-board training
session of train guards. On this particular occasion, a train driver overshot the platform by three
carriages, out of an eight-carriage set. Faced with this situation, I immediately saw the benefit of
engaging in a real-life example of adhering to safety policies and procedures. Since it would be
protracted and create delays to reverse the train, I decided to utilise a feature that would only open the
doors of the back half of the train. First and foremost, was to inform the customers on board over the
public address (PA) system as to what had occurred and how the matter was to be handled. The rear
doors were then opened. I then instructed the trainee guards to walk through the train and ensure that
anybody with an impairment or disability be assisted to safely exit the train. As a result of this incident,
delays to the schedule were minimised, there were no injuries or accidents and the trainees received
valuable first-hand experience on how to handle this kind of situation.
My project management skills were manifest through my various roles during the Easter Show at
Olympic Park. As Station Support Officer, I was tasked with organising the lead up to the event. This
involved installing safety and directional signage, and preparing a team briefing room that included an
overhead projector, a laptop and other technology to facilitate the use of PowerPoint and other
presentations. Additionally, it was my role to research and source all equipment needed. For example,
for equipment that was not in storage needed to be ordered in advance so that it would arrive with
plenty of time to spare. On this occasion, I ordered two-way radios, radios that would operate on the
Government Radio Network (GRN), flags, whistles, vest as well as other personal protective equipment
During the event, I performed the role of Team Leader and managed the platform with 16 staff
members during the peak traffic times of arrivals and departures. Observing the platform from the
vantage point of the upper concourse level, I was able to effectively monitor and direct my staff. Due to
the high-passenger volume, it was essential that the gates leading to the train doors be opened and
closed, at the appropriate time, to maintain the safety of all the attendees. Constantly, I communicated
with my staff with the radios we were equipped with to convey any issues as they arose. As a result of
my involvement in project management skills, there were no incidents or accidents and in addition, I
received a certificate of recognition from the Special Event Manager and General Stations Operation and
Manager, in recognition of outstanding overall performance and team effort and my commitment to the
As Stations Customer & Operations Officer with Sydney Trains, I will continue to progress in my station
and project management skills and provide a pleasant and it seamless experience for all customers.
3 Thorough knowledge of Sydney Trains policy and procedure specific to station management,
financial, safety policies (SMS), Rail Safety & WHS Acts and various other applicable legislation
Through my career experiences to date, I have gained extensive and current knowledge regarding
legislative obligations for Equal Employment Opportunity (EEO) and Occupational Health and Safety
(OHS), and how they impact on employment and service delivery. Additionally, I am culturally sensitivity
in line with Cultural Diversity principles, as well as a range of other policies, and understand their
application in the workplace. As a champion of fair and equitable behaviour, I strive to treat all people I
encounter both in my professional and personal life with respect regardless of their backgrounds,
including those of low socioeconomic situations, Indigenous descent, various religious beliefs and other
potentially discriminating factors. I am committed to providing an excellent standard of service.
A practical example my application of the Safety Management System, is in the identification and
rectification of hazards and risks. On one occasion, I identified that the electrical tags on the electrical
equipment had expired. Immediately, I compiled a Hazard Report (SMS-06-FM-4106) and forwarded it
to the Facilities Manager. A tagging and testing company were called in to inspect and re-tag the
electrical equipment. As a result of my keen awareness to safety, the situation of noncompliance and its
legal implications were rectified.
As a result of my desire for career progression, I gained qualifications in a Certificate IV in Training and
Assessment (TAE40110) and a Certificate IV in Frontline Management. Additionally I have gained a
significant amount of hands-on experience and in-depth knowledge of the Sydney Trains Network. The
Frontline Management certificate, focused on leadership in the workplace, implementing operational
plans, monitoring a safe workplace, analysing and presenting research information, identifying and
mitigating risk as well as risk management processes, establishing effective workplace relationship and
promoting innovation in a team environment. All of these aspects have proved to be instrumental in my
success as a Train Guard and Training Officer.
Furthermore, I understand the Disability Discrimination Act 1992 and Sydney Train’s mission to improve
the journey experience of its customers through improved information, convenience and service.
Additionally, it is vitally important that people with disabilities are not discriminated against due to their
Another example is when I deliver on-site training sessions. Prior to each session, I compile a pre-work
brief (SMS-06-FM-4163) which includes some of the potential risks and hazards, controls and measures
and emergency information. Every time I conduct a meeting with all the trainees, outlining the
importance of adhering to all establish procedures as well as the specific role each person would play in
such an event. This has resulted in the protection of myself and my trainees during on-site training.
Possessing an understanding that legislation and policies change on a regular basis, I will continue to
keep updated with all applicable adjustments so as to deliver informative and accurate training as well
as deliver superior customer service to all of Sydney Train’s clients.
4 Demonstrated experience in incident and emergency management including experience in
passenger transhipping during incidents, service disruptions, closedowns and special events
Possessing extensive experience in emergency management as well as hands-on involvement during
special events, I exhibited my resilient character and commitment to delivery of high customer service.
Dealing with many customers on a daily basis in high-profile public spaces as well as multiple training
sessions, I have an in-depth knowledge of how to handle unexpected events.
An example of my ability to manage an emergency situation was in August 2010 in the morning peak-
hour traffic when a train that was traveling from Penshurst to Hurstville lost power in the third carriage
along with a report of fire as evidenced by smoke in the roof of the carriage. Immediately, I collaborated
with the Train Guard and Train Driver to address the situation in a united manner. Over the PA system, I
informed the passengers to move to the second and fourth carriage, distancing them from the risk.
Further, I instructed my other colleagues on the train to help direct the passengers into the safe areas.
The driver made an emergency call to the signal box, while I was contacted by the railway management
centre on my mobile phone and engaged in a three-way conversation. During this conversation, I
relayed the relevant information regarding the number of people on board and discussing the
appropriate procedures to follow as outlined in OSP11, which involves evacuating passengers to the
track and OSP10 regarding fires on trains and in the rail corridor. Collaboratively, we made an informed
decision and decided to evacuate the passengers from the train. The fire brigade arrived as well as the
rail commander and took charge, while I constantly kept the customers informed and monitored their
safe exit, resulting in an accident-free experience for the customers. I received a letter of appreciation in
recognition of a job well done and the safe method in which I worked as well as my adherence to all
policies and procedures during the evacuation.
In demonstration of my experience with special events was during a U2 concert at Olympic Park. As
Customer Service Attendant, I was in charge a team of staff on the platform. Throughout the whole
evening, I remained vigilant in order to keep the customers safe but particularly at the conclusion of the
concert, there was a massive influx of people who wish to leave simultaneously. During this critical time
period, I closely monitored my staff in their handling of the situation as well as the surge of people. I was
able to station myself on the upper concourse, so as to have a good vantage point. Using hand radios as
well as whistles and flags, I was able to provide specific direction in the management of the departing
crowd, resulting in an incident-free evening.
As part of my role as Training Officer, I delivered on-site emergency evacuations within a train tunnel
simulating real-life experiences, based on the underground bombing in London in 2005. To encourage
situational awareness, I utilised smoke machines and flashing lights to create an environment that
appeared real. My trainees often experienced distress, anxiety and sweating, as would occur in real life.
Additionally, I trained them in self-calming techniques that help them deal with the situation.
All of the above examples demonstrate my experience and knowledge of handling unexpected
situations in line with policies and procedures, to the safety of all stakeholders.
5 Sound analytical, investigative and problem solving skills and the ability to develop practical
solutions to complex problems within tight time frames and resource constraints
It is essential in my business behaviour to maintain confidentiality and be professional when solving
difficult problems. Demonstration of my commitment to undertaking routine problem solving and
troubleshooting activities on a regular basis, is consistently shown during my tenure with Sydney Trains.
Possessing a keen eye for detail, I understand how processes work, and how to quickly and efficiently
resolve problems through process analysis and systematic thinking. I always endeavour to find and
implement a resolution that is beneficial to both the organisation and stakeholders involved. As can be
verified throughout my career, it has been my responsibility to understand culture and its impact on
organisational policies and processes.
An example of my ability to work under an operational environment whilst dealing with multiple
stakeholders within set time constraints was my success in the training of all Sydney Train Drivers and
Guards. As part of the Waratah project, the company, Downer EDI Rail the supplier of all trains, directed
that all operators be trained within a three-year period. With teamwork and constant collaboration,
along with working out of usual hours, we were able to complete the project within 24 months.
However due to the actual lack of trains for hands-on training, the trainees lacked knowledge retention.
As a result, myself and my team, devised a refresher course, combining it with a competency assurance
assessment in order to keep the qualifications of the employees up-to-date and relevant. The course
was presented to my principal and we ran a pilot course to establish if the outlined materials fit into the
allotted timeframe of eight hours. After his approval, the team of trainers comprising eight drivers and
eight guards delivered the training modules at the rate of two eight-hour classes per day, running from
6am to 2pm and 2pm to 10pm, which involved accurate scheduling and rostering. Additionally, those
who did not pass the competency assurance assessment were then put through a competence program
to address their lacks of knowledge and weaknesses and then reassessed. My involvement throughout
this training resulted in the formulation of a training module that met business objectives.
My ability to manage complex problems within time and resource constraints was during my
involvement in the preparations for the Easter Show at Olympic Park. One of my duties was to assess
available resources and to source the needed equipment for the successful management of this
celebrated event. By thorough analysis and collaboration with my team we were able to acquire all that
was needed, which contributed to the smooth running of the trains during this time.
Demonstrating myself to be an active team member, I have been instrumental in contributing to
exceptional teams throughout my career history. Committed to team performance and often assisting
others, I am prepared to work overtime or complete additional tasks to help team members or
management. Further, I have worked without direct supervision, organising my day and work tasks
independently, remaining flexible and adaptable.
6 Excellent communication (written and oral), interpersonal and negotiation skills with the
ability to foster a close teamwork environment and well-developed administrative and computer
literacy skills and the capacity to operate various Sydney Trains systems as well as experience with the
development of various operational and safety plans
Along with possessing communication and interpersonal skills, I engage others with influence, building,
and maintaining relationships with stakeholders. These skills have developed throughout my career and
significant achievements, resulting in superior customer service abilities across a wide scope of
industries and accountabilities. Demonstrating a high level of personal drive and integrity, I successfully
balance work with the ability to multitask and remain focused. Striving for excellence in all tasks and
projects, I am committed to being an active and contributing team member within the opportunity as a
Stations Customer & Operations Officer with Sydney Trains.
An example of my interpersonal and negotiation skills was during a training session when one of the
trainees presented as arrogant, aggressive and unwilling to participate. Not wanting to embarrass the
trainee or create an opportunity for further conflict, during a break I approached this person so as to
understand the source of his attitude. Within Sydney Trains, if a train driver neglects to follow
procedure, for example a signal passed at danger (SPAD), when a train passes a stop signal without
authority to do so, he is presented with various options depending on the severity. He may wish to
continue in his current position, but with one more infraction would lose his job completely or he could
accept a lower position and remain employed.
This particular trainee was the latter and was not pleased about his situation. Openly discussing the
situation in an empathetic yet firm manner, I helped the trainee to understand the benefits of remaining
employed and the opportunities that were presented to him in his new role. I assisted him to see the
positive aspects of his current situation and asked if he would be committed to making the most of the
training he was receiving. Surprisingly, the attitude of this trainee immediately changed and once the
class convened was completely engaged and willing to learn and in fact assisted me within the class. To
this day, I work with this man and enjoy a very good relationship.
My administrative and computer literacy skills are demonstrated on a daily basis during my delivery of
training sessions to trainees within Sydney Trains. Additionally, once I identify changes that need to be
made, I fill in and submit amendment forms so as to keep the training modules up-to-date. Further,
prior to special events, I am often involved in the setup of team briefing rooms that involve the
installation of technical equipment that facilitate PowerPoint presentations and other electronic
mediums. My computer skills have been duly recognised and I receive positive feedback from my
superiors on a regular basis in recognition of my high-level skills.
On another occasion whilst on the platform as Train Guard, I noticed that a vision-impaired customer
was about to take a step into the gap between the train and the platform. Immediately, I called out to
the gentleman and quickly approached him, introducing myself as the Train Guard. I helped him onto
the train as well as asked his destination and stopped the train at his destination, helping him to
disembark. The customer was extremely grateful and thanked me for my assistance.
7 Stations Safeworking Level 1 (Lookout working and ASB) and Station Safeworking Level 2
(Manipulation of points & handsignal of defective signals)
Possessing a naturally detail-oriented personality with very solid analytical skills, I have highlighted my
strong capabilities in both attention to detail and data accuracy skills. Consistently I draw on my high
levels of accuracy and attention to detail in lodging and processing information.
As Training Officer, I am qualified to deliver training sessions on hand signalling and introduction to
railway signals as a result of my own qualification of Train Guard. Every class I conduct, first I assess the
prior knowledge of those present and adapt my training methods so as to achieve the desired results. I
possess in-depth understanding of Engineering Manual Signals and Control Systems, MN S 40000
Signalling Safeworking Procedures (previously known as "the J Manual"). Part of my delivery of
training includes that of Absolute Signal Blocking (ASB) and its proper usage by a Train Controller and
the nuances and record keeping associated with procedure.
In my current position as Train Guard, I am qualified on all suburban train types as well as most of the
suburban Sydney Trains network. I can confidently state that I have acquired extensive experience in the
collaboration and coordination of trainees during major disruptions.
Throughout my experience throughout my career to date, I have gained a reputation as someone who
rarely if at all makes errors, I acknowledge that this is testament to my dedication and development of
high analytical methods that allow for early detection and correction of errors prior to them causing