Customer Feedback & Investigations Officer

Ready for your next opportunity? We are seeking a professional and detail-oriented Customer Feedback & Investigations Officer to join our Head Office team in Pymble!  This role plays an important part in ensuring customer concerns are accurately recorded, thoughtfully investigated and responded to with care, clarity and professionalism. You have the chance to make a key difference in the community by ensuring safe and reliable transport services every day!This is a fast-paced position requiring strong organisational skills, sound judgement and the ability to manage competing priorities while maintaining a high standard of communication.What You’ll Be Doing:Will manage customer feedback across multiple systems, including internal databases ensuring information is recorded accurately and thoroughlyYou will respond to customers via phone and email, assisting with enquiries such as lost property, school service enquiries etc. Investigate and resolve customer complaints with care and professionalismPrepare clear, empathetic and well-considered written responses.Track bus movements across our network using systems and bus maps in response to customer feedback.Maintain detailed and accurate records in our systemsPerform 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 experiencesResilient to the challenges that arise working on the customer frontline, with the ability to work calmly and effectively under pressure and resolving conflictExcellent written and verbal communication skillsExceptional 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 rightsWhat 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 opportunitiesA 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 easyWho 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 06/04/2026. 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

Ready for your next opportunity? We are seeking a professional and detail-oriented Customer Feedback & Investigations Officer to join our Head Office team in Pymble!  This role plays an important part in ensuring customer concerns are accurately recorded, thoughtfully investigated and responded to with care, clarity and professionalism. You have the chance to make a key difference in the community by ensuring safe and reliable transport services every day!
This is a fast-paced position requiring strong organisational skills, sound judgement and the ability to manage competing priorities while maintaining a high standard of communication.

What You’ll Be Doing:

  • Will manage customer feedback across multiple systems, including internal databases ensuring information is recorded accurately and thoroughly
  • You will respond to customers via phone and email, assisting with enquiries such as lost property, school service enquiries etc. Investigate and resolve customer complaints with care and professionalism
  • Prepare clear, empathetic and well-considered written responses.
  • Track bus movements across our network using systems and bus maps in response to customer feedback.
  • Maintain detailed and accurate records in our systems
  • 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
  • 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
  • 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 06/04/2026. 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 06 Mar 2026
  • Location Pymble
    NSW / Australia
  • Industry Procurement, Manufacturing & Transport
  • Job Type Full Time
  • Salary Not provided