Customer Feedback

3 days ago

Pymble, New South Wales, Australia Busways Group Full time $60,000 - $80,000 per year


Pymble, NSW

Ready for your next opportunity? Join Busways as our new Customer Feedback and Investigations Officer at our Pymble Office You have the chance to make a key difference in the community by ensuring safe and reliable transport services every day

What You'll Be Doing:

In this varied role, you'll:

  • Answering incoming calls from customers and answering enquiries and logging feedback
  • Managing customer complaints, feedback and enquiries in a professional, empathetic and timely manner in line with Busways' standards and processes, adhering to contractual and departmental KPIs.
  • Record and track all customer interactions, ensuring accurate case management and follow up
  • Providing written and verbal responses to customer feedback.
  • Tracking bus movements across our network using systems and bus maps in response to customer feedback.
  • Review collation of all complaints evidences each month to ensure it meets contract reporting standards
  • Perform ad-hoc tasks and other duties as directed

What You'll Bring:

Friendly and courteous with a customer service mentality and desire to create positive experiences

Resilient to the challenges that arise working on the customer frontline, with the ability to work calmly and effectively under pressure and resolving conflict

Excellent written and verbal communication skills with an ability to handle sensitive or complex situations with empathy

Ability to investigate incidents objectively and prepare accurate, well-structured reports

Exceptional phone manner with the ability to be warm and confident on the phone

Strong organisational and time management skills to prioritise and achieve goals within timeframes

Technical proficiency working with Microsoft Office and CRMs and ability to learn new systems

Australian Citizen, Permanent Resident or have full working rights

What We Offer You:

At Busways, we don't just transport people – we care about every part of the journey. You'll be part of a supportive, collaborative team in a modern office environment with great benefits, including:

Fitness Passport – discounted access to multiple fitness facilities

Office Lunch Club – discounted meals

Free staff shuttle from the Central Coast and Blacktown

Employee Assistance Program for you and your family

Career progression opportunities and full training

Free secure on-site parking

Employee referral bonuses & tax-effective salary packaging options

Who We Are:

For over 80 years, Busways has proudly delivered reliable, safe, and high-quality bus services across NSW and South Australia. With a team of 2,800+ people, we're committed to ensuring every journey is a positive experience, transporting over 53 million passengers annually.

How to Apply:

Think this sounds like your perfect fit? Please apply via the
Apply
button. This ad will expire on
05/12/2025
. All applicants will receive an outcome via email. Please include the following in your application:

  • A
    cover letter
    telling us who you are and why you'd be a great fit for this role
  • A current
    resume
    detailing your experience.

Please Note:
The successful applicant will be offered an initial 12 month fixed-term contract with the intention of then becoming a permanent employee. This is part of Busways hiring policy for all admin roles. Our rate of conversion to permanent positions is over 90%.


Questions?
Please reach out to the recruiter assigned to this position All application will be personally reviewed by one of our Talent Acquisition team members.

Busways is an Equal Opportunity Employer. We encourage applications from all individuals, including Aboriginal and Torres Strait Islander peoples, and candidates from diverse backgrounds.

No agency applications, please.

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