Customer Feedback & Investigations Officer

Looking for your next opportunity? Contribute your knowledge and skills to our team! This position requires an individual who can deliver quality interactions and outcomes to customers in all circumstances, while exceling in an environment that demands a high level of multitasking to manage accurate record keeping and time sensitive administrative tasks. If you thrive on positively managing the customer experience and are motivated by solving customer issues this could be the role for you! Come on board with Busways as a Customer Feedback & Investigations Officer at our National Support Office in Pymble.Our Environment & Benefits:Fitness Passport, a great scheme allowing you and your family to access multiple pools and fitness facilities around Sydney and regional NSW all under one competitive membership fee.Employee Assistance Program by Telus Health, giving you and your family access to an independent organisation that provides a broad range of personal support services.Office Lunch Club, providing access to discounted meals at work – with one free meal provided each week!Modern office environment, including large communal kitchen and outdoor lunch space, coffee machine, free fruit, and periodic company lunches.Free Staff shuttle available to Pymble from Central Coast or Blacktown locations available to eligible shift times.Career Progression, the chance to fulfil higher duties or undertake additional roles.Employee Referral Programs, the opportunity to earn a cash bonus for successfully referring qualified candidates for selected positionsOn site secure parking for employees Access to tax savings through novated leasing and salary packing providers that partner with Busways.You will receive full training and mentoring and the opportunity to gain a customer service qualification.More About the Role: Make no mistake, this role is anything but a call centre environment! our customer service department is made up of a close-knit team who are invested in the customers experience from beginning to end, investigating our cases and enquiries to provide satisfactory outcomes and education directly to our customers so we can fuel their continued success of utilising our services. In the customer service team, your top priority is to make sure our customers feel listened to and provide fast, high quality, and thoughtful service. Busways’ customer commitment is to provide a service that makes customers feel safe, welcome, comfortable, and impressed every time they travel with us. We believe that every single person in our team contributes in some way to the journey experience for our customers, no matter how indirectly - what you will do in this role will have some impact down the line to the customer.Day-to-day you will:Provide outstanding customer service to all customers both verbally and in writingRespond to complaints and enquiries both verbally and in writingInvestigate complaints internally to ensure a resolution is achieved and communicated within in a timely mannerKeep detailed and accurate records in company systemsAbout Us:  At Busways, our core focus is on quality customer service, stakeholder engagement and employee development.  For over 80 years, we’ve delivered a professional, reliable standard of service. We currently operate bus service contracts for Transport for NSW in Western Sydney, North Shore and West, Central Coast and North Coast and the South Australian Public Transport Authority in Adelaide’s Outer South.  With a team of more than 2,800 people, committed to transporting over 53.7 million passenger journeys each year, we pride ourselves on taking a proactive approach to public transport delivery to ensure that the customer journey is seamless as possible.  What We’re Looking for in the Successful Candidate:You are a great communicator who writes well and is warm and confident on the phoneYou are polite, understanding, patient and able to calm troubled watersYou are positive and love working with peopleYou are accurate and have high attention to detailYou are a whizz at organisation to prioritise your day and self-manage your timeYou are reliable, consistent, adaptable and take pride in your contributionYou love working both independently and collaboratively to find solutionsDeveloped keyboard and computer skills with a working knowledge of the MS Office suite and other popular computer systemsYou are a quick learner, who learns from mistakes and seeks to do better every dayThe ability to work 8 hour shifts between 7am – 6pm weekdays, that can rotate based on operational needsBe an Australian Citizen, Permanent Resident or have unrestricted working rights in AustraliaHold a current Unrestricted Australian drivers licence issued by the relevant State  Apply now: If you believe this is the perfect role for you, please apply by submitting a resume and a cover letter that specifically addresses your suitability to the role Individual applications will be processed as soon as they are received. Applications can be submitted by clicking 'Apply Now'  For any queries about the role please contact the recruitment team on the above email address or give us a call on 02 9497 1800 or email us at recruitment@busways.com.auBusways is committed to being an Equal Opportunity Employer, with a workforce that reflects the diversity of the communities we serve. We encourage applications from all individuals, including Aboriginal and Torres Strait Islander peoples, and those from diverse social, cultural, and gender backgrounds.No agency applications, please. AUD Pymble 2073

Customer Feedback & Investigations Officer

  • Full time role with immediate start
  • Centrally located in Pymble with modern, well equipped facilities
  • Needed - a customer focus | strong admin experience | solid computer skill

Looking for your next opportunity? Contribute your knowledge and skills to our team! This position requires an individual who can deliver quality interactions and outcomes to customers in all circumstances, while exceling in an environment that demands a high level of multitasking to manage accurate record keeping and time sensitive administrative tasks. If you thrive on positively managing the customer experience and are motivated by solving customer issues this could be the role for you! Come on board with Busways as a Customer Feedback & Investigations Officer at our National Support Office in Pymble.

Our Environment & Benefits:

  • Fitness Passport, a great scheme allowing you and your family to access multiple pools and fitness facilities around Sydney and regional NSW all under one competitive membership fee.
  • Employee Assistance Program by Telus Health, giving you and your family access to an independent organisation that provides a broad range of personal support services.
  • Office Lunch Club, providing access to discounted meals at work – with one free meal provided each week!
  • Modern office environment, including large communal kitchen and outdoor lunch space, coffee machine, free fruit, and periodic company lunches.
  • Free Staff shuttle available to Pymble from Central Coast or Blacktown locations available to eligible shift times.
  • Career Progression, the chance to fulfil higher duties or undertake additional roles.
  • Employee Referral Programs, the opportunity to earn a cash bonus for successfully referring qualified candidates for selected positions
  • On site secure parking for employees 
  • Access to tax savings through novated leasing and salary packing providers that partner with Busways.
  • You will receive full training and mentoring and the opportunity to gain a customer service qualification.
More About the Role:
 
Make no mistake, this role is anything but a call centre environment! our customer service department is made up of a close-knit team who are invested in the customers experience from beginning to end, investigating our cases and enquiries to provide satisfactory outcomes and education directly to our customers so we can fuel their continued success of utilising our services. In the customer service team, your top priority is to make sure our customers feel listened to and provide fast, high quality, and thoughtful service. 

Busways’ customer commitment is to provide a service that makes customers feel safe, welcome, comfortable, and impressed every time they travel with us. We believe that every single person in our team contributes in some way to the journey experience for our customers, no matter how indirectly - what you will do in this role will have some impact down the line to the customer.

Day-to-day you will:

  • Provide outstanding customer service to all customers both verbally and in writing
  • Respond to complaints and enquiries both verbally and in writing
  • Investigate complaints internally to ensure a resolution is achieved and communicated within in a timely manner
  • Keep detailed and accurate records in company systems
About Us: 
 
At Busways, our core focus is on quality customer service, stakeholder engagement and employee development.  
For over 80 years, we’ve delivered a professional, reliable standard of service. We currently operate bus service contracts for Transport for NSW in Western Sydney, North Shore and West, Central Coast and North Coast and the South Australian Public Transport Authority in Adelaide’s Outer South.  
With a team of more than 2,800 people, committed to transporting over 53.7 million passenger journeys each year, we pride ourselves on taking a proactive approach to public transport delivery to ensure that the customer journey is seamless as possible.  

What We’re Looking for in the Successful Candidate:

  • You are a great communicator who writes well and is warm and confident on the phone
  • You are polite, understanding, patient and able to calm troubled waters
  • You are positive and love working with people
  • You are accurate and have high attention to detail
  • You are a whizz at organisation to prioritise your day and self-manage your time
  • You are reliable, consistent, adaptable and take pride in your contribution
  • You love working both independently and collaboratively to find solutions
  • Developed keyboard and computer skills with a working knowledge of the MS Office suite and other popular computer systems
  • You are a quick learner, who learns from mistakes and seeks to do better every day
  • The ability to work 8 hour shifts between 7am – 6pm weekdays, that can rotate based on operational needs
  • Be an Australian Citizen, Permanent Resident or have unrestricted working rights in Australia
  • Hold a current Unrestricted Australian drivers licence issued by the relevant State

 Apply now: 

If you believe this is the perfect role for you, please apply by submitting a resume and a cover letter that specifically addresses your suitability to the role Individual applications will be processed as soon as they are received. Applications can be submitted by clicking 'Apply Now'  

For any queries about the role please contact the recruitment team on the above email address or give us a call on 02 9497 1800 or email us at recruitment@busways.com.au

Busways is committed to being an Equal Opportunity Employer, with a workforce that reflects the diversity of the communities we serve. We encourage applications from all individuals, including Aboriginal and Torres Strait Islander peoples, and those from diverse social, cultural, and gender backgrounds.

No agency applications, please.

  • Posted Date 01 Apr 2025
  • Location Pymble
    NSW / Australia
  • Industry Administration & Office Support
  • Job Type Full Time
  • Salary Salary Package of $82,491