Customer Relations Co-Ordinator

1 week ago

Melbourne, Victoria, Australia Transit Systems Victoria Full time

**About the Role**

Transit Systems Victoria is seeking a proactive and experienced **Customer Relations Co-ordinator** to join our dynamic team. This is a 12 month fixed term Parental Leave cover position, commencing in June.

In this critical role, you'll be responsible for managing all aspects of customer feedback, from initial contact through to investigation and resolution, while ensuring the customer experience remains at the heart of everything we do.

This is a fast-paced, highly rewarding position suited to someone with exceptional communication skills, strong attention to detail, and a genuine passion for delivering outcomes that improve service delivery and customer satisfaction.

**Key Responsibilities**:
**Customer Feedback Management**
- Oversee and respond to all customer feedback, including service delivery, incidents, and complaints.
- Ensure timely and professional communication with customers, maintaining high satisfaction levels.
- Develop a customer-centric framework for managing feedback and driving service improvements.
- Manage internal communication channels, including shared mailboxes.
- Maintain comprehensive records of feedback, investigations, and outcomes.
- Liaise with external stakeholders such as **PTV** and **PTO**.
- Identify trends and provide insights through regular reporting.

**Accident Management**
- Manage all accident claims from start to resolution, including determining fault.
- Coordinate with internal stakeholders for quotes, repairs, and CCTV retrieval.
- Act as a point of contact for third-party insurers and internal legal teams.

**Corporate Support**
- Assist with various administrative duties as required by management.
- Actively demonstrate and support our **COMPASS values**.
- Uphold and promote Workplace Health & Safety policies and participate in associated activities.

**About You**:

- Proven experience in a customer service or customer relations role
- Excellent communication and interpersonal skills
- Strong problem-solving and analytical capabilities
- Strong attention to detail and a process-driven mindset
- Empathetic, confident, and professional when dealing with customers
- Ability to handle sensitive information with discretion and professionalism
- Familiarity with CRM systems and MS Office Suite
- Experience working with or within regulated industries (desirable)

**What We Offer**:

- A collaborative and inclusive team culture
- Opportunities for career progression within a growing organisation
- Ongoing training and support
- Hybrid working arrangements

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