Customer Feedback & Investigations Officer

Ready for your next opportunityWe areseekinga professional and detail-orientedCustomer Feedback & Investigations Officer to join our Ryde Depot!This role plays an important part in ensuring customer concerns are accurately recorded thoughtfullyinvestigatedand responded to with careclarityand have the chance to make a key difference in the community by ensuring safe and reliable transport services every day!
Thisisa fast-paced position requiring strong organisational skills soundjudgementand the ability to manage competing priorities whilemaintaininga high standard of communication.

WhatYoull Be Doing:

• Will manage customer feedback across multiple systems including internal databases ensuring information is recorded accurately and thoroughly
• You will respond to customers via phone and emailassistingwith enquiries such as lost property school service enquiries etc. Investigate and resolve customer complaints with care and professionalism
• Prepare clearempatheticand well-considered written responses.
• Track bus movements across our network using systems and bus maps in response to customer feedback.
• Maintain detailed andaccuraterecords in our systems
• Perform ad-hoc tasks and other duties as directed

WhatYoull Bring:

• Friendly and courteous with a customer service mentality and desire to create positive experiences
• Resilient to the challenges that arise working on the customer frontline with the ability to work calmly and effectively under pressure and resolving conflict
• Excellent written and verbal communication skills
• Exceptional phone manner with the ability to be warm and confident on the phone
• Strong organisational and time management skills to prioritise and achieve goals withintimeframes
• Technicalproficiencyworking with Microsoft Office and CRMs and ability to learn new systems
• Australian Citizen Permanent Resident or have full working rights

What We Offer You:
At Busways we dont just transport people - we care about every part of the journey. Youll be part of a supportive collaborative team in a modern office environment with great benefits including:

• Career growth opportunities
• A supportive team culture with regular lunches and social events
• Employee Referral Program - generous cash bonuses
• Modern offices with communal kitchen outdoor space fresh fruit & quality coffee
• Free secure on-site parking
• Fitness Passport - discounted access to multiple fitness facilities
• Confidential support viaTelus Healths Employee Assistance Program
• Onsite canteen with discounted meals

Who We Are:
For over 80 years Busways has proudly delivered reliable safe and high-quality bus services across NSW and South Australia. With a team of 2800 peoplewerecommitted to ensuring every journey is a positive experience transporting over 47 million passengers annually.

How to Apply:
Think this sounds like your perfect fit Please apply via the Apply button. This ad will expire on 24/05/2026. All applicants will receive an outcome via email.

Please include the following in your application:

• Acover lettertelling us who you are and whyyoud be a great fit for this role!
• A currentresumedetailing your experience.

Please Note:The successful applicant will be offeredan initial12 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%.

QuestionsContact our Recruitment Team onor

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.