Customer and Community Manager

**Business Overview and Values**:
U-Go Mobility is the proud bus operator of Greater Sydney Bus Contract 10, serving the communities of Sydney's South and Southwest. U-Go Mobility is committed to operational and customer excellence. We put our Customers First, providing opportunities for greater connection.

**Job Purpose**:
This role will manage customer feedback and customer experience initiatives to deliver a quality experience for our customers and drive business performance through identifying opportunities for continuous improvement.

**Responsibilities**:

- Manage, investigate and respond to all Customer Feedback within the TfNSW Customer Relationship Management system, Salesforce, to meet relevant KPIs as well as enquiries through key stakeholders such as MPs and Schools
- Manage operational investigation outcomes to a high standard and liaise with the wider operational team to enable continuous improvement of service delivery challenges
- Develop analysis and insights to identify opportunities to drive improvement in service delivery and customer experience
- Drive continuous improvement for customer experience and operations through data driven decision making, leveraging all available data sources & reporting
- Provide operational insights across all customer and community activities during every stage of planning and implementation
- Support development of all customer and community suite of training material
- Support delivery, reporting and planning requirements related to customer and community activities
- Manage existing relationships and identify and build new relationships with key Customer & Community stakeholders, including schools and accessibility groups
- Develop, deliver, and monitor initiatives to improve the accessibility of our services and oversee operational projects to improve business performance

**Experience and Expertise**:

- Over 15 years industry experience
- Demonstrated experience of working in a regulated bus environment and depot management experience of 400 employees
- Demonstrated experience of frontline customer experience and operational performance
- Working knowledge of operational KPIs & geographic region
- Demonstrated capability of operational investigations relating to complaints and feedback from customers and stakeholders
- Expertise in driver telematics implementation and ongoing performance training
- Demonstrated experience of analytics
- Demonstrated experience in data analytics and the ability to spot trends and draw conclusions
- Demonstrated experience using a Customer Relationship Management system (preferably Salesforce)
- Outstanding communication skills (oral & written) to establish effective working relationships with a variety of people at different levels both internally and externally
- Experience in using Microsoft Office packages (particularly Excel, Outlook and PowerPoint)
- Demonstrated experience in a role that demands self-motivation, robust resilience and requires driving the delivery of excellence in customer experience

**Knowledge and Attributes**:

- Teamwork/Collaboration
- Leadership/Collaboration
- Quality Orientation/Attention to Detail
- Safety, Health and Environment Awareness
- Technical Knowledge
- Communication
- Customer Service Orientation
- Analysis/Problem Assessment
- Negotiation
- Innovation

This job description is a guide only. Any omission from this job description does not in any way imply that it is not part of the required duties. Employees are expected to comply with the instructions of any Company Official.

Pay: $100,000.00 - $150,000.00 per year

Work Authorisation:

- Australia (preferred)

Work Location: In person