Customer Feedback & Investigations Officer – Pymble

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:  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 upProviding 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 standardsPerform 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 empathyAbility to investigate incidents objectively and prepare accurate, well-structured reportsExceptional phone manner with the ability to be warm and confident on the phoneStrong organisational and time management skills to prioritise and achieve goals within timeframesTechnical proficiency working with Microsoft Office and CRMs and ability to learn new systemsAustralian 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:  Career growth opportunitiesDirect access to senior executives influencing major commercial decisions Flexible work – up to two working from home days + flexible start/finish timesA supportive team culture with regular lunches and social eventsEmployee Referral Program – generous cash bonusesModern offices with communal kitchen, outdoor space, fresh fruit & quality coffeeFree secure on-site parkingFree staff shuttle from Central Coast & BlacktownFitness Passport – discounted access to multiple fitness facilitiesConfidential support via Telus Health’s Employee Assistance ProgramOffice Lunch Club – quality discounted meals made easy  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 47 million passengers annually.  How to Apply:  Think this sounds like your perfect fit? Please apply via the Apply button. This ad will expire on 04/11/2025. 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? Contact our Recruitment Team on 02 9497 1800 or recruitment@busways.com.au.  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.   AUD Pymble 2073

Customer Feedback & Investigations Officer - Pymble

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:  

  • 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:  

  • Career growth opportunities
  • Direct access to senior executives influencing major commercial decisions 
  • Flexible work – up to two working from home days + flexible start/finish times
  • A supportive team culture with regular lunches and social events
  • Employee Referral Program – generous cash bonuses
  • Modern offices with communal kitchen, outdoor space, fresh fruit & quality coffee
  • Free secure on-site parking
  • Free staff shuttle from Central Coast & Blacktown
  • Fitness Passport – discounted access to multiple fitness facilities
  • Confidential support via Telus Health’s Employee Assistance Program
  • Office Lunch Club – quality discounted meals made easy  

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 47 million passengers annually.  

How to Apply:  
Think this sounds like your perfect fit? Please apply via the Apply button. This ad will expire on 04/11/2025. 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? Contact our Recruitment Team on 02 9497 1800 or recruitment@busways.com.au.  

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.  

  • Posted Date 04 Nov 2025
  • Location Pymble
    NSW / Australia
  • Industry Trades & Services
  • Job Type Full Time
  • Salary Not provided