Consultancy operations professional
We sat down with Shannon Thomas to chat about her first year with Rail Confidence and how she keeps operations running smoothly at a rail engineering consultancy.
Q: Happy first anniversary at Rail Confidence, Shannon! Can you tell us about your role?
Shannon: Thank you, I can’t believe it’s been a year already! In my role as Operations Support, I focus on keeping things running smoothly behind the scenes. My role includes everything from system implementation and administration, to client service and team coordination. With a background in implementation, project management and customer service, I help ensure our operations are running efficiently and our relationships stay strong.
Q: What’s the best part about working at Rail Confidence?
Shannon: The best part about working at Rail Confidence is definitely the team. I’m surrounded by passionate and driven people who genuinely care about the work we do and support one another every step of the way. There’s a real sense of collaboration and shared energy, which has been a joy to witness. I also love the variety in my role, whether it’s managing systems, supporting clients, or coordinating with different teams and suppliers; there’s always something new to tackle. It keeps things interesting and constantly pushes me to grow.
On top of that, being based in the heart of Surry Hills adds to the daily experience. Our office is surrounded by vibrant streets, great coffee, and plenty of local spots to explore, which brings an extra layer of energy to the workday.
Q: How do you find working in the rail industry? Has anything surprised you?
Shannon: I’m constantly surprised, in the best way! After spending so much time commuting on trains both locally and overseas, I never really thought about how the whole system works – I just focused on getting to the right place at the right time. Since joining the industry, I’ve gained a whole new appreciation for the complexity behind the scenes. There is so much involved, and it’s been fascinating to see how it all comes together. It’s definitely changed the way I look at the rail industry.
Q: What’s been your proudest moment this year?
Shannon: My proudest moment this year has been putting myself out there by stepping into a completely new role in an industry I knew nothing about. After spending most of my career in healthcare, transitioning into a new job, a new environment, and a completely different sector was a big shift. But I was ready for a change, and so far, it’s been incredibly rewarding.
Q: What’s the key to our client and team success?
Shannon: I believe the key to our client and team success is clear communication, strong systems, and genuine collaboration. When everyone is aligned and supported, it creates a smooth experience not just for our team, but for our clients too. We work hard behind the scenes to stay organised, adaptable, and responsive, which helps us build trust and consistently deliver high-quality service.
When everyone is aligned and supported, it creates a smooth experience not just for our team, but for our clients, too.
Shannon Thomas
Shannon Thomas
Operations Support
