Manager Customer Feedback

Manager, Customer Feedback

Location: Melbourne, VIC

Work Type: Full-time

Kinetic is Australia and New Zealand’s largest and most diverse bus operator – moving people, enhancing communities, and committed to being an employer of choice.

We’re on the lookout for a dynamic Manager, Customer Feedback to lead our national feedback team and ensure customer insights are at the heart of what we do. This is a pivotal leadership role focused on building a high-performing team, driving continuous improvement, and influencing business decisions with meaningful feedback data.

In This Role, You Will

• Lead and develop customer feedback teams across the country, ensuring consistent and high-quality service.
• Drive the development and implementation of streamlined processes for handling complaints and customer enquiries.
• Manage escalated complaints, including Ministerial, media-sensitive, tribunal, and Ombudsman cases.
• Provide insightful reporting and trend analysis to internal and external stakeholders.
• Champion a customer-centric culture and collaborate across departments to enhance the customer experience.
  
  

What You’ll Bring

• Strong leadership experience with a focus on coaching, team performance, and accountability.
• A background in large, complex corporate environments such as Utilities, Telecommunications, Insurance or similar industries.
• Proven experience managing high-volume customer feedback functions with a structured and process-driven approach.
• Demonstrated capability in handling complex and high-profile complaints.
• An analytical mindset with the ability to translate feedback data into business insights.
• Excellent communication skills and the ability to influence stakeholders at all levels.
  
  

Why join Kinetic?

• Be part of an organisation that genuinely values community, people, and customer service.
• Work in a collaborative and purpose-driven environment.
• Help shape the future of public transport experiences across Australia.
  
  

If you're passionate about delivering exceptional customer outcomes and have experience leading teams in large-scale service organisations, we’d love to hear from you.

Apply now to make your mark at Kinetic.