Customer Experience Officer

Location: Bankstown, NSW

Start Date: Immediate

Transit Systems is one of Australia’s leading public transport operators, connecting communities across Sydney every day. We are currently seeking a proactive and customer-focused Customer Experience Officer to join our team.

This is an excellent opportunity for someone who enjoys helping people, thrives in a fast-paced operational environment, and takes pride in delivering outstanding customer service outcomes.

As part of the Customer Experience team, you will play a key role in supporting customers, responding to enquiries, assisting with service information, and ensuring a positive experience across multiple communication channels.

About the Role

Reporting to the Customer Experience and Communications team, you will support customer communications, operational enquiries and stakeholder interactions while assisting with day-to-day customer experience activities across the business.

The role requires a professional, calm and solutions-focused approach, particularly when managing customer enquiries and operational service updates.

Key Responsibilities

• Manage inbound calls through the 1800 TRANSIT customer service line and provide accurate service information and support
• Investigate and manage all customer feedback, including complaints, compliments, enquiries and general correspondence.
• Provide timely, accurate and professional responses to customers via email and telephone.
• Record, maintain and update all customer interactions, actions and outcomes within the Customer Feedback Management System (Salesforce) and other internal databases.
• Monitor and analyse customer feedback trends and escalate recurring issues or improvement opportunities to Depot and Operations Management.
• Support customer communication activities relating to service updates, disruptions and operational changes.
• Liaise with internal stakeholders including Operations, Communications and Service Planning teams to resolve customer-related issues and enquiries.
• Provide support across other depots and operational areas as required as part of the broader Customer Experience Team.
• Assist with additional administrative and customer support duties as directed and as operational requirements permit.

About You

• Strong customer service mindset with a positive and professional attitude
• Excellent verbal and written communication skills
• Confident managing phone enquiries and high-volume inbound calls
• Ability to remain calm and professional in challenging situations
• Strong organisational skills and attention to detail
• Ability to multitask and manage competing priorities in a fast-paced environment
• Strong computer literacy and ability to learn new systems quickly
• Experience in customer service, contact centres, communications or administration is highly regarded
• Knowledge of the Greater Sydney transport network is desirable but not essential

Why Join Transit Systems?

• Supportive and collaborative team culture
• Opportunity to work within a large and growing organisation
• Meaningful role supporting customers and local communities across Sydney
• Career development opportunities within Customer Experience, Communications and Operations
• Dynamic and fast-paced operational environment where no two days are the same

If you are passionate about customer service and enjoy helping people, we encourage you to apply.

In partnership with the Government, Transit Systems NSW innovates, designs and delivers public transport solutions that attract customers because they are easy to use, reliable, convenient and safe. To ensure ease of use, we deliver integrated bus services and transport networks, intelligently easing road congestion and increasing a city’s sustainability and liveability.

Transit Systems NSW is part of Kelsian Group (Kelsian), Australia’s largest integrated multi-modal transport provider and tourism operator, with established bus operations in Australia, Singapore, USA, UK and the Channel Islands. Kelsian provides essential journeys for our customers by delivering safe and intelligent transport solutions designed to improve the sustainability and liveability of the communities we serve.

Kelsian has over 30 years’ experience delivering tourism and passenger transport services. The Group is a leader in sustainable public transport as the operator of Australia’s largest zero emission bus fleet and Australia’s largest electrified bus depot.

As at 31 Dec 2024, Kelsian directly employs over 12,600 people and operates over 5,800 buses, 115 vessels and 24 light rail vehicles that delivered more than 378 million customer journeys over the last year.

We aim to provide meaningful and sustainable employment opportunities that are free from barriers, support and celebrate the diverse talents of our team members, improve awareness of the value of diversity and inclusion across our organisation, and enable our leaders to champion diversity and inclusion. We welcome and encourage applications from Aboriginal and Torres Strait Islanders, LGBTQIA+, people with disability and people from diverse cultural backgrounds