Case Study: Recruitment and Workforce Solutions for Parramatta Light Rail in Sydney

Powering the Launch of Sydney’s Parramatta Light Rail with Skilled Recruitment

In December 2024, the Parramatta Light Rail (L4) officially opened, connecting Westmead, Parramatta CBD, Rosehill, and three Western Sydney University campuses. With 16 stops serving more than 130,000 residents, the network is projected to carry over 22,000 passengers daily by 2026.

To ensure a smooth launch, Transport for NSW (TfNSW) engaged McArthur to deliver skilled customer engagement and recruitment solutions. Our signature Pink Shirt Teams were positioned across 18 stations to inform commuters, monitor sentiment, and provide critical feedback during the go-live period.

Overcoming Recruitment Challenges in Transport and Infrastructure

The launch of Parramatta Light Rail required rapid and efficient mobilisation of staff across a complex network. Challenges included:

• Deploying teams across 18 stations within tight project timelines
• Delivering consistent customer service recruitment to meet diverse community needs
• Collecting and reporting commuter insights in real time
• Ensuring multilingual and inclusive engagement strategies

McArthur’s Tailored Recruitment Approach for Parramatta Light Rail

As a trusted Sydney recruitment agency with experience in major infrastructure projects, McArthur designed and delivered a targeted recruitment solution:

• Specialist customer service recruitment: Sourcing and training Pink Shirt Teams with proven public-facing experience
• Operational excellence: 100% shift fulfilment across all stations and shifts during the launch period
• Workforce intelligence: Weekly data reports to TfNSW on customer sentiment, commuter interactions, and engagement outcomes
• Flexible deployment: Staff positioned across key locations such as Westmead Health Precinct, CommBank Stadium, and Parramatta Square

Measurable Workforce Outcomes Delivered in Western Sydney

Through strong recruitment planning and execution, McArthur delivered:

• 2,063 staffing hours completed across all shifts
• 100% workforce coverage across 18 stations during launch
• Over 8,000 commuter interactions delivered by Pink Shirt Teams
• Real-time customer engagement insights that supported TfNSW decision-making

Why Sydney and NSW Employers Trust McArthur

This case study highlights McArthur’s proven ability to deliver recruitment solutions for transport, infrastructure and government projects across NSW. Employers partner with McArthur because we provide:

• Rapid workforce mobilisation for large-scale projects
• Customer engagement recruitment expertise to enhance public experience
• Integrated recruitment with data reporting and workforce planning
• A trusted track record as a government recruitment partner in Sydney and NSW

Follow the link below to find out more about the project, our involvement and outcome for the Parramatta Light Rail opening.