Job Description

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. With over 700,000 journeys taken across our long distance rail network each year, our Travel Centres are the heartbeat of Queensland Rail Travel—bringing every trip to life through seamless reservations, personalised support, and exceptional customer care.

Learn more about Queensland Rail's purpose, people and progress - watch our short video here.

About the Role:

As the Retail Travel Centre Team Leader (internally known as Retail Team Leader), you’ll play an integral role in leading an established team of Travel Consultants to deliver outstanding customer experiences, ensuring smooth operations, strong team engagement and effective sales results that support our growing network.

This is a permanent full-time position based in Townsville.

Purpose That Counts. As a Retail Travel Centre Team Leader, some of your duties will include:

• Lead, coach and support travel consultants with enquiries, escalations, complaints and system assistance to deliver a high-performing, sales-focused operation.
• Create outstanding customer experiences by managing enquiries, resolving issues, and driving continuous service improvement.
• Build strong local presence by promoting Queensland Rail Travel through community events, presentations, and networking opportunities.
• Maintain clear and effective communication between the Travel Centre, management, and key business areas.
• Ensure timely compliance with all safety, audit, HR, accounting, and administrative requirements, including daily balancing and banking.
• Assist with budgeting, setting sales targets, and implementing strategies to grow regional sales.
• Contribute actively to the Customer Contact Leadership Team, supporting daily operations, business planning, and the rollout of process, performance and policy improvements.

For further information please read the

Roster/Hours

Shifts are generally between the hours of 0715-1615 Monday to Friday, Saturday 0830-1300 and Sunday 0830-1430. You will be required to work a rotating roster which will include weekends and public holidays.

There will also be occasional travel for work when required.

Benefits that Count:

• An annual salary of $101,493 + 12.75% super + applicable penalties and allowances
• Work within a supportive team environment
• Paid training and ongoing support to develop your experience
• The opportunity to explore Queensland on your time off – enjoy discounts on rail travel as well as accommodation, travel insurance, theme parks and attractions and more through QRI Lifestyle
• Work for an industry leader

For a full list of benefits please visit Employee Benefits.

We are looking to connect with someone who ideally has:

• Previous experience in leading, coaching and influencing a positive team culture
• Exceptional customer service and stakeholder engagement skills
• Previous experience within a travel and tourism environment would be highly desirable
• Intermediate computer and Microsoft Office skills e.g. Microsoft Office Suite. Previous experience using travel booking systems would be highly regarded but not essential.
• The ability to manage multiple tasks and competing deadlines within an agile environment.
• Excellent communication and negotiation skills, with the ability to thrive in a tight deadline driven environment

Please apply to Retail Team Leader - Townsville (10912) via our website by clicking onto the "Apply" button by 11:59pm (GMT+10:00 Brisbane) Wednesday 18th of February 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.