Job Title

OverviewAdmin and Customer Service Assistant (Kempsey) Full Time. April Start.Kempsey, NSWReady for your next opportunity? Busways is looking for an Administration and Customer Service Assistant. You have the chance to make a key difference in the community by ensuring safe and reliable transport services every day! Start date April 2026.What You''ll Be DoingInvestigate and respond to customer feedback in collaboration with Transport for NSW (tfNSW) through the TfNSW Salesforce CRM.Support Busways'' compliance with KPI''s to Customer Service and Response to Customer Feedback.Assist with evidence gathering (e.g. CCTV, journey data and staff statements) to support complaint investigations.Provide administrative support for investigations, contract reporting, and service delivery activities relating to customer complaints and feedback.Track and report complaint outcomes against TfNSW benchmarks, supporting corrective action planning.Monitor CRM responses deadlines to ensure all cases are closed within 2 business days, preventing contractual abatements.Answer all incoming calls from customers, addressing inquiries or re-directing calls to the appropriate depot.Manage customer complaints, feedback and enquiries in a professional, empathetic and timely manner in line with Busways'' standards and processes.Act as the first point of contact for customers contacting or visiting the depot.What You''ll BringDemonstrated knowledge including: complaint handling, employee relations, work, health & safety, policies & procedures, inclusion & diversity.Excellent written and verbal communication skills.Strong knowledge of Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) and CRM systems with the ability to quickly learn new technologies.Demonstrated ability to remain calm under pressure, maintain a positive and patient attitude, and consistently apply a professional approach in all customer interactions.Exceptional phone manner with the ability to be warm and confident on the phone.Must be an Australian Citizen, Permanent Resident or have working rights in Australia.What We Offer YouAt 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:Fitness Passport - discounted access to multiple fitness facilitiesEmployee Assistance Program for you and your familyCareer progression opportunities and full trainingFree on-site parkingEmployee 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, we''re committed to ensuring every journey is a positive experience, transporting over 53 million passengers annually.How To ApplyThink this sounds like your perfect fit? Please apply via the Apply button. This ad will expire on 05/03/2026. 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 [email protected] 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