Customer and Community Advisor

2 weeks ago

North Shore, Australia UGL Limited Full time

U-Go Mobility is the proud bus operator of Greater Sydney Bus Contract 10, serving the communities of Sydney's South and Southwest. We combine UGL’s Australian project delivery, transport operations and asset management experience, with Go-Ahead’s international expertise from operating and maintaining some of the world’s largest and most successful urban passenger transport systems in the UK, Europe and Singapore.

U-Go Mobility is committed to operational and customer excellence. We put our Customers First, providing opportunities for greater connection. We are continually raising the bar in service delivery, improving reliability for customers using technology and communication.

**Job Purpose**:
The primary objective of the position is to support the Head of Customer and Community to deliver a Customer First service. This role is responsible for the development of all customer experience analysis and insights. The role will manage Customer Feedback and Lost Property activities by using the TfNSW systems in place.

**Responsibilities**:

- Develop analysis and insights to identify opportunities to drive improvement in customer experience and community activities using the data available through all customer and business channels
- Produce monthly reports and recommendations based on these insights to the Head of Customer and Community
- Manage, investigate and respond to all Customer Feedback within the TfNSW Customer Relationship Management system, escalating as appropriate
- Manage the Customer feedback process
- Manage incoming and outgoing Lost Property using the TfNSW system, ensuring compliance to the Lost Property Procedure
- Participate in and support customer and community activities.

**Qualifications**:

- Tertiary qualifications with demonstrated analytical skillset or professional experience and/or qualification deemed to be equivalent
- Demonstrated experience in data analytics and the ability to spot trends and draw conclusions
- Experience in using Microsoft Office packages (particularly Excel, Outlook and PowerPoint)
- Experience in using data management programs such as R, Python, GIS and PoweBi is desirable
- Experience using a Customer Relationship Management system is desirable

**About UGL**

UGL is well-known and respected for providing end-to-end engineering, construction and maintenance services within; rail and transport, communications and technology systems, oil and gas, power, renewables and resources, water and defence markets. UGL partners with some of the world’s largest blue-chip companies and government agencies, private enterprises and public institutions. We are a member of the CIMIC Group of companies providing our employee’s an opportunity to work and collaborate with other Tier 1 organisations like CPB and Thiess.
At UGL, we value diversity - in the backgrounds, ideas, work styles and perspectives of our team. We are an Equal Opportunity Employer and strongly encourage people with disability, Aboriginal & Torres Strait Islander people, mature aged workers and people from culturally diverse backgrounds to apply.
Please note that relevant screening checks will be conducted as part of the recruitment process. These may include a national criminal history check and for you to undergo pre-employment medical assessment including drug and alcohol screen.

Ref:253312

LI-RB1

**Discipline**: Administrator

**Primary Location**: Australia-NSW-North Shore & Northern Beaches

**Work Type**: Full-time

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