Community Relations Officer

We’re looking for an exceptional community relations officer to impress our customers with friendly, caring support.As well as working independently in the region 7 contract area, the role is part of a team which unites to conduct targeted activities across Busways’ services in NSW and SA to achieve better service outcomes for our customers, employees and Government partners.About the OpportunityThe primary purpose of the role is to assist in the delivery of customer support activities on the bus network. This includes providing information to customers about their transport journeys, checking passenger fare compliance and supporting student passenger journeys. The role also plays an important role in supporting bus drivers on the network in their customer interactions and gathering information on behalf of internal departments to help improve the reliability, comfort and convenience of bus services.Day-to-day you will:Work on the network as a uniformed service ambassador providing customer service assistance – such as answering questions, helping customers use travel apps, giving directions to servicesConduct fare inspections on servicesSupport student passenger management activities:Manage student boarding and behaviour at interchanges and onboard servicesConduct Opal card inspection and education activities at schoolsBoard services to help drivers with handling challenging customer situationsProvide mentoring to drivers to support customer service skills development and learning from customer interactionsAssist scheduling with service monitoring activities as scheduled:Recording loading patternsRecording bus departure/congestion at school and interchangesConducting ride checksSupport incident investigations and audit activitiesAbout UsBusways is an award-winning multi-state passenger public transport provider. Our team of over 2,600 employees operate thousands of school and charter services throughout Sydney, regional NSW and Adelaide, carrying over 26 million passengers on a Busways journey every year.Over the past 78 years we have developed a passionate and engaging reputation in the transport sector as a customer-focused essential service provider. We pride ourselves on creating good customer experience and taking a proactive approach to public transport delivery, ensuring our customers' journeys are as seamless as possible.Required qualifications and skills:Friendly and courteous with a customer service mentality and desire to create positive experiencesInterested to understand people, including appreciation for diversity and unique user experiencesExceptional interpersonal skills, with ability to effectively communicate and show empathyResilient to the challenges that arise working on the customer frontline, with the ability to work calmly and effectively under pressureGreat organisation and time management skills to achieve goals within timeframesTechnical proficiency using tablet devices and app based toolsIt would be beneficial if the successful candidate has:Experience working in public facing roleExperience in de-escalating conflictAbility to speak multiple languagesWhat we can offer you?We’re a family run company with a community feel. We are constantly evolving and challenging the notion of how we can do things better. Not only do we have a great working culture but also we have a range of staff perks that include:Flexible Working Hours - We encourage flexibility in the workplace thus, our employees have the ability to start early and finish early or vice versa. .Training Opportunities - Within our team, we encourage industry training and certification options to keep your skills sharp.Busways is committed to achieving a diverse workforce and strongly encourages applications from people representing all diversity groups and ages such as Aboriginal and Torres Strait Islander, LGBTI, people with disabilities, religious beliefs and ethnicity. 25 AUD Ryde 2112