Job Description

You thrive in a fast-paced team environment that challenges you.

You're ready to help shape our narrative. Your expertise will amplify the impact of initiatives, foster public trust and ensure our stakeholders are engaged and empowered by what we do.

In this role, you'll:

Join our Operations Communications team, where you will play a critical role delivering real-time travel information and updates to customers across Live Traffic NSW, social media platforms and other digital channels. Working in a fast-paced operational environment, you will help keep the travelling public informed during incidents, disruptions, planned events and changing network conditions across the transport network.

You will work within our Transport Operations Centre (TOR), monitoring live transport conditions, identifying emerging customer impacts and delivering timely, accurate and customer-focused communications that support safe and informed journeys across NSW.

You will:

• Provide real-time updates and travel information across social media platforms and Live Traffic NSW to support customers in planning and completing their journeys.

• Monitor operational conditions, incidents and emerging network impacts to ensure timely and accurate customer communications.

• Respond to customer enquiries and monitor social channels to identify customer issues, trends and emerging risks.

• Escalate significant customer or operational issues to relevant internal stakeholders for investigation and resolution.

• Support incident communications during major disruptions, emergencies, planned events and unplanned operational incidents.

• Prepare reporting and insights on social media activity, incidents and customer - feedback to support operational decision-making and continuous improvement.

• Collaborate closely with operational teams, stakeholders and transport agencies to ensure coordinated and accurate messaging.

• Contribute to maintaining a strong customer focus while operating in a highly time-critical and dynamic environment.

This is a Permanent, Full Time position located at our Transport Management Centre (TMC) at Eveleigh. This is a shift work role that currently involves morning shifts although it may also include weekends, public holidays, and other shift coverage to support operational demands when required. Attractive penalty and overtime rates apply, along with 5 weeks of annual leave per year.

For more information on this position and business unit, view the and information pack

About you

You're an experienced social media and digital communications professional with a strong background delivering real-time customer information within a live operational environment.

You are confident working in fast-moving, time-critical settings where priorities can shift quickly, and you can make sound decisions while maintaining accuracy and professionalism under pressure.

Your expertise in social media monitoring, engagement and customer communications enables you to deliver clear, concise and customer-focused messaging across platforms including Live Traffic NSW and other digital channels.

You bring demonstrated experience managing and responding across social media platforms in operational, incident management, emergency response or customer information environments, with a strong understanding of the importance of timely and accurate public communication. You are known for your strong situational awareness, ability to identify emerging issues quickly and confidence escalating operational or customer impacts appropriately.

You will also bring:

- Strong experience using social media and digital communication platforms to deliver real-time customer information.

- Excellent written communication skills with the ability to tailor messaging for different audiences and operational scenarios.

- The ability to assess, prioritise and respond to operational impacts in a fast-paced environment.

- Strong judgement and decision-making capability within live operational settings.

- A strong customer focus and commitment to delivering high-quality service outcomes.

- The ability to work shift work and extended hours at short notice as required.

Relevant tertiary qualifications and/or demonstrated professional experience will be highly regarded.

Who we are

Transport for NSW provides a safe, integrated, and efficient transport system. We connect people, communities and industry every day.

Join us

Our workforce is as diverse as the community we serve. If you’d like further information on our inclusion and diversity initiatives, visit Transport careers

This is an in-person, on-site role.

Apply today

Applications close 11:59 PM Wednesday 3 June 2026.

For more information about this role, please contact ELLA.SCOTMAN@TRANSPORT.NSW.GOV.AU.

Aboriginal people and people living with disability are supported throughout the recruitment process and at work, and we encourage you to apply. Visit Supporting Aboriginal People or Supporting People with Disability for more information or speak to your talent team member to arrange any adjustments to how you interact with us.

Learn more about how to apply via Our recruitment process | Transport for NSW

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