Senior Passenger Assistant

About the role.

This is an exciting time to join Transwa, with the recommencement of the brand-new Australind train service between Perth and Bunbury. As a Senior Passenger Assistant, you will play a key role in delivering a safe, reliable and enjoyable travel experience for Transwa customers. You will provide visible leadership on board, ensuring passengers receive high-quality service, accurate information and support throughout their journey. By promoting a customer-first approach and maintaining a strong focus on safety, comfort and security, you will help create a positive and welcoming environment for all travellers.

In addition to providing exceptional customer service, you will be responsible for maintaining passenger manifests, issuing tickets to enroute passengers, completing operational documentation and ensuring onboard facilities, equipment and amenities remain clean, functional and fit for purpose. You will proactively identify and report defects or service issues, supporting the safe and efficient operation of rail services.

Working closely with Railcar Drivers and operational teams, you will assist with train operations, support Safeworking activities and be required to respond confidently during incidents and emergencies. You will exercise sound judgement, take ownership of operational issues and ensure established procedures are followed to maintain the safety of passengers and colleagues.

As a senior member of the onboard team, you will provide day-to-day leadership, guidance and mentoring to Passenger Assistants and other employees as required. Through coaching, on-the-job instruction and leading by example, you will foster a positive team culture, build capability and support the delivery of consistently high standards of service across the Transwa network.

About You!

We're looking for someone with:

• Demonstrated experience delivering exceptional customer service in a transport, hospitality, tourism or other customer-focused environment, with the ability to build rapport, provide accurate information and effectively resolve customer enquiries and complaints.
• Strong leadership, communication and interpersonal skills, including the ability to supervise, mentor and support team members, work collaboratively with operational stakeholders and contribute to a positive, customer-focused team culture.
• Sound organisational and administrative skills, with experience maintaining records, manifests, documentation and operational reports, while managing competing priorities in a dynamic environment.
• Well-developed problem-solving and decision-making abilities, including the capacity to respond calmly and effectively to operational issues, customer needs, service disruptions and emergency situations.
• A commitment to safety, accountability and operational excellence, with experience undertaking cash handling, ticketing or similar transactional activities, maintaining onboard facilities and equipment, and ensuring compliance with operational procedures and service standards

Why Join Us!

At PTA, we are committed to diversity, inclusion, and creating a workplace where everyone feels valued. You’ll be part of a collaborative team that supports professional growth and continuous improvement.

About Us

The Public Transport Authority (PTA) is a leader in its field, driven by a simple and powerful purpose: getting everyone there. Through constant care, education and forward thinking, we provide a world-class network and workplace that will get everyone there.

Under the PTA, Western Australia’s public transport system is the best in Australia and among the most efficient, clean and safe networks globally. With over 150 million boardings across all services during FY25/26, our buses, ferries and trains move the people of WA where they need to go now, while the numerous METRONET projects build toward meeting their needs in the future.

Moving millions of people requires the skill and commitment of a talented workforce, one that is fostered by a culture of inclusivity and benefits from its diversity. This is ultimately what ensures the PTA delivers on our purpose while upholding our values every step of the way.

The PTA’s Values define what is important to us. Knowing our values helps you understand how we do business and what is expected of you as an employee of the PTA. Upholding these values and applying them to your work requires a genuine and committed understanding.

Safety -We are committed to safety and protecting your future.

Respect -We value and respect our customers, suppliers and each other.

Recognition -We recognise each other for achievement, initiative and innovation.

Integrity - We are honest and ethical.

Sustainability - We consider the long-term economic, social and environmental impact of everything we do.

Make Every Move Matter

Every decision, every connection, every kilometre matters

Every day the work we do creates real impact – helping thousands of passengers move safely around WA.  Join the PTA, where individual growth combines with a shared purpose, and make your next move matter.

You can expect.

• Opportunities to grow through personal development and career pathways.
• Health and Wellbeing programs 
• Subsidised Spectacles and uniform supplied
• Supportive Team Environment
• Opportunity to join our Social Club offering savings and benefits all year round.

There are 3 permanent-parttime positions available (36 Hours per week / 72 hours per fortnight) with training due to commence early to mid-October. This is a pool recruitment process.  Applicants assessed as suitable through this process may be used to fill both Permanent and Fixed-Term positions that may arise.

To be eligible for employment with the PTA, applicants must have the legal right to work in Australia for the duration of the employment.  This includes Australian citizens, Australian permanent residents, New Zealand citizens holding a Special Category Visa (SCV), and other visa holders who hold valid visa with work rights appropriate to the appointment

The PTA is an equal opportunity employer and encourages people with disability, Aboriginal and Torres Strait Islander people and persons from culturally diverse backgrounds to apply.

Further Information

Please refer to the attached Job Description Form (JDF) for full details about the position, including any specific requirements relevant to appointment.

Please contact Chumima Walton, Train Services Supervisor (08) 9326 31***for specific information about the role.

For more information about the PTA, please visit www.pta.wa.gov.au.

How to Apply

Applicants are requested to provide the following:

1. A comprehensive CV with two work related referees.

1. A cover letter (max. two pages) Describe a time when you worked with or managed a team member whose behaviour, performance or approach was challenging. How did you address the situation and what was the result?

Applicants are requested to apply online using the ‘Apply for Job’ button at the top/bottom of the screen.  Please note the closing date and time, as no emailed, late, or pro forma applications will be accepted.

Please note you will be required to complete the PTA Integrity and Qualification Consent Form and an Australian National Police Clearance should you become the recommended applicant through the recruitment process. Adverse outcomes of Integrity reviews and NPC’s will not necessarily disqualify an applicant from the selection process. All PTA positions are subject to ongoing integrity screening. Suitable applicants will also need to undertake a full and comprehensive medical assessment.