Customer Experience Ambassador

1 week ago

Sydney, New South Wales, Australia Transdev Australasia Full time
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Part Time (6) Full Time (21) Casual/Vacation (1)

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Bus (13) Maintenance / Asset Management (5) Light Rail (7) Train (2) CustServ / Marketing / Communications (1)

Job No:Ad-3604

Work Type:Part Time

Location:Sydney

Categories:CustServ / Marketing / Communications

Transdev John Holland Buses is currently seeking an exceptional Customer Experience Ambassador for our Eastern Suburbs bus network. The Ambassador will be dedicated to support and assist our customers throughout our operational network, providing customer service at key locations and bus stops. This role delivers frontline information and assistance to enhance our customers journeys.

This is a permanent part time position based at several key bus interchanges across the Eastern Suburbs network. The hours of work are Monday to Friday from 6.30 am to 10.30 am.

In addition, there will be opportunities for additional working hours across weekends and Public Holidays to support special events and the busy summer peak.

About the Role

  • Proactively engage with and assist all customers to provide timely, relevant and useful information.
  • Reduce and circumvent potential customer complaints by responding to customer needs as issues arise.
  • Collect and share feedback from customers to help improve the customer experience.
  • Actively observe the environment at key interchanges and act to eliminate the common causes of complaints.
  • Assist drivers with customer enquiries and/or issues during peak travel periods.
  • Assist all services with boarding and reminding customers to TAP ON with their Opal cards.
  • Assist in emergencies and notify authorities in the case of an accident/incident.

The role also has a key part to play in managing relationships with local schools and the school students travelling on our services. This involves the following:

  • Observe and report on service issues such as overcrowding, Opal card compliance, student behaviour.
  • Assist the driver with boarding, student counts and Opal card compliance.
  • Working with Service Delivery, Maintenance, Network Planning, Customer Experience and Safety teams to resolve various service issues.

About You

  • Hold a current or ability to obtain a Working with Children Clearance.
  • Enthusiastic and energetic
  • Exceptional face-to-face customer service skills
  • Ability to engage with and manage school students
  • Happy to work outdoors (suitable weather-resistant uniform provided)
  • Experience and/or knowledge of public transport network preferred
  • High level of interpersonal skills, including conflict resolution, emotional intelligence, problem solving and verbal communication skills
  • FREE Opal Pass to travel within the Sydney metropolitan area*
  • Comprehensive Employee Assistance Program promoting positive health and well being outcomes for all our employees.
  • Access to extensive employee well being programs such as Fitness Passport
  • Continuous support and ongoing career development.

About Transdev John Holland

Transdev John Holland Buses is an integrated joint venture partnership between Transdev Australasia and John Holland combining the know-how of one of the world's leading mobility companies and one of the nation's leading integrated infrastructure, transport and building companies.

We understand public transport plays an important part in how communities come to life, and our day to day work influences our families, friends and future generations – where they live, work and play.

As the new bus operator in Sydney's Eastern Suburbs (Greater Sydney Bus Contract 9) , we have exciting roles available to help us deliver customer focused, safe, reliable and sustainable journeys, connecting people and communities in this iconic part of Sydney.

We are committed to creating a diverse, inclusive and flexible workforce which reflects the community and the customers we serve.

Our Values and beliefs

The work we carry out at Transdev John Holland touches the lives of our families, friends and future generations alike. Contributing to our growing, global business means you can make your mark, push boundaries and reach your maximum potential. As an equal opportunity employer, we are committed to reflecting the diversity of the communities we serve. We support applications from people representing all diversity groups and ages such as Aboriginal and Torres Strait Islander, Lesbian Gay Bisexual Trans and/or Intersex (LGBTI), people with disabilities, religious beliefs, and ethnicity.

All of our recruitment processes include medicals, drug & alcohol testing, police checks, licence checks and right to work checks. By submitting your personal information to Transdev John Holland you consent to such information being collected, held, used and disclosed in accordance with our Privacy Policy .

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