Job Title

OverviewReady for your next opportunity? Join Busways as our new Customer Advocacy & Quality Officer at our Gosford depot! You have the chance to make a key difference in the community by ensuring safe and reliable transport services every day. This position supports the depot in managing customer complaints, compliments and incident investigations while ensuring all processes meet company and contractual quality standards. This role also includes supporting post-accident reporting and documentation to maintain high levels of operational safety and accountability.What Youll Be DoingIn this varied role, youll:Manage customer complaints, feedback, and enquiries in a professional, empathetic, and timely manner, in line with Busways standards and processes.Support the depot in identifying recurring issues, sharing insights with depot management, and working collaboratively to improve service delivery and reduce complaints.Act as the first point of contact for customers contacting or visiting the depot.Handle customer enquiries about lost property and maintain an accurate log of found items.Manage post-accident administrative processes after a driver reports an incident (e.g. vehicle collision, minor impact, or property damage).Retrieve and review bus CCTV footage, document observations, and upload footage reports to the internal systems.Perform ad-hoc tasks and other duties as directed.What Youll BringFriendly and courteous attitude with a customer service mentality and desire to create positive experiences.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, and ability to listen, stay composed, and support customers through challenging situations.High attention to detail and accuracy.Strong organisational and time management skills to prioritise and achieve goals within timeframes.Technical proficiency working with Microsoft Office and Customer Relationship Management Systems and ability to learn new systems.Full Australian working rights.What We Offer YouAt Busways, you get a team that backs you, space to grow, and the drive to make a real impact. Youll be part of a supportive, collaborative team in a modern office environment with great benefits, including:Fitness Passport - discounted access to multiple fitness facilitiesEmployee Assistance Program for you and your familyCareer progression opportunities and full trainingEmployee referral bonuses & tax-effective salary packaging optionsWho We AreFor 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, were committed to ensuring every journey is a positive experience, transporting over 47 million passengers annually.How to ApplyThink this sounds like your perfect fit? Please apply via the Apply button. This ad will expire on 01/12/2025. 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 youd 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? Please reach out to us on [email protected]. All applications will be personally reviewed by one of our Talent Acquisition team members.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. #J-18808-Ljbffr