Customer Relations Officer, Transport and Main Roads

In the role of Customer Relations Officer, you will contribute to the team by providing professional and holistic case management services, delivered within a legislative, policy and timeline driven framework.

Why join TMR?

Transport and Main Roads' (TMR) vision of Connected communities in a sustainable, thriving, and inclusive Queensland, is aspirational and describes where we want to get to. We are delivery focused, united by our purpose to make a difference to the lives of Queenslanders. Every day is different and so are our teams. We foster an inclusive workplace culture and will support you to grow and develop in your career while maintaining a healthy work-life balance.

TMR is committed to reconciliation and creating a workplace that empowers Aboriginal peoples and Torres Strait Islander peoples to thrive. We strongly encourage applicants from all life experiences and backgrounds to apply.

Please tell us about any additional support or adjustments, such as interpreting services, physical requirements, or assistive technologies, that will better enable you to shine during the recruitment process.

About us

The Customer Solutions Unit of Translink designs, delivers, supports and promotes great passenger transport customer experiences. The Customer Relations Team contribute to this purpose by directly engaging with Translink customers to facilitate efficient, effective customer service in managing customer feedback, complaints, fare adjustments and refunds for the Translink network across Queensland.

Key responsibilities

In the role of Customer Relations Officer, you will contribute to the team by providing professional and holistic case management services, delivered within a legislative, policy and timeline driven framework. You will proactively engage with customers and internal and external stakeholders to manage and deliver outcomes efficiently and effectively regarding a broad range of complaints and enquiries relating to Translink's services.

Some of your responsibilities will include:

• Review, evaluate and interpret investigation outcomes relating to customer feedback and complaints, to communicate timely customer focused outcomes to customers.

• Liaise with delivery partners to prepare responses to customer feedback and complaints, through effective coordination, monitoring and analysis of sometimes complex and sensitive issues.

• Maintain effective output by prioritising a fluctuating workload, measured against clear KPI's to ensure customer satisfaction and compliance with delivery targets in accordance with relevant legislation and policy.

• Support and assist users of the Customer Relationship Management system, by coordinating and facilitating the triage of system queries and feedback and delivering training to system users. 

• Other accountabilities and tasks as reasonably directed.

About you

We recognise and celebrate that everyone is unique and seek the applicant best suited to the role. We will assess your experience, knowledge and acquired skills, as well as your potential for development and your personal qualities. To thrive in this role, you will need to demonstrate the following:

Mandatory qualifications and conditions

• It is a condition of employment for recommended appointees to disclose any previous serious discipline action taken against them for consideration by the delegate prior to any appointment.

Requirements of the role

As a Customer Relations Officer, you will have a demonstrated ability to: 

• Analyse and evaluate complaint case information and investigation outcomes against response standards, including sourcing further supporting information to support timely customer focused outcomes. 

• Provide articulate and professional customer-focused written and verbal advice to customers and stakeholders through a variety of channels.

• Establish and maintain positive relationships to foster strong linkages between the Customer Relations Teams, business partners and other stakeholders to support timely customer-focused outcomes.

• Contribute to a culture of continuous improvement, developing local strategies and procedures, improved work practices, and providing project support.

Applications to remain current for 12 months