Job Title

Your career path could surprise even you, there''s so much variety.Work in an organisation based on purpose, structure and process. You know that to make a meaningful contribution to our community and economy, there needs to be diligence in our operations.In this role, you''ll:Work as part of a specialist team delivering customer advocacy, complaint management and governance support across NSW toll roads, ensuring matters are handled in a timely, accurate and procedurally fair manner.You will coordinate end to end complaint and enquiry processes, support investigations into individual and systemic customer issues, maintaining high quality records and contributing to transparency, accountability and improved customer outcomes.You will also support customer engagement activities, prepare correspondence and briefings, and contribute to continuous improvement initiatives that enhance efficiency and customer experience.You will coordinate and support improved complaint handling practices and customer outcomes in a complex, regulated environment involving multiple internal and external stakeholders, where issues can be sensitive, high risk and time critical.Role description and information pack.About youYoure recognised as calm, professional and resilient, skilled at communicating clearly with diverse stakeholders and managing competing priorities, and experienced in handling confidential information, coordinating complex workflows and supporting customer centric service delivery in structured environments.You will have experience in complaint handling, customer service or administrative support within government or highly-regulated environments.Strong organisational and documentation skills with high attention to detail.Ability to manage sensitive information with discretion and professionalism.Sound understanding of procedural fairness and customer service standardsTertiary qualifications or demonstrated, relevant, equivalent professional experience.Who we areTransport for NSW provides a safe, integrated, and efficient transport system. We connect people, communities and industry every day. Join usOur workforce is as diverse as the community we serve. If youd like further information on our inclusion and diversity initiatives, visit Transport careers. Flexible work optionsmay be available. Learn more viaFlexible work options and policy Apply today Applications close 11:59 PM 11th May 2026. For more information about this role, please contact . Aboriginal people and people living with disability are supported throughout the recruitment process and at work, and we encourage you to apply. Visit Supporting Aboriginal People or Supporting People with Disability for more information or speak to your talent team member to arrange any adjustments to how you interact with us. Learn more about how to apply viaOur recruitment process | Transport for NSW #LI-Hybrid