Administration Support Officer

Kelsian Group; Western Australia; On-site; AUD 55,000 - 75,000; Full time

Job summary

Horizons West, part of the Kelsian Group, seeks an organised Administration Support Officer to assist the Bookings and Operations teams in Western Australia. You will handle enquiries, support reporting, verify timesheets and coordinate administration tasks to ensure smooth service delivery for passengers and clients.

This busy role blends administration, customer service and problem solving with strong attention to detail; you will work with Excel and Outlook and contribute to route

Qualifications

• Strong administration and customer service capability.
• Detail-focused, numerate and comfortable working with systems, reports and competing priorities.
• Intermediate Microsoft Office skills, particularly Outlook and Excel.
• Ability to prioritise competing deadlines and work autonomously with minimal supervision.
• Discretion and confidentiality when handling employee, customer and client information.
• A proactive, helpful and solutions-focused approach to supporting operational teams.

Responsibilities

• Manage the operations inbox, triage requests and track actions to completion.
• Support operations calls and respond to customer, parent and client enquiries.
• Verify timesheets and allowances, resolving discrepancies.
• Manage ticketing, on-demand service enquiries and lost property records.
• Support complaint and incident follow-ups, tracking actions and updates.
• Assist with route optimisation, reporting, charters, maps, signage and itineraries.
• Follow up purchase orders, process payments and support operational projects.

Skills

Administration

Customer service

Detail oriented

Numeracy

Prioritisation

Autonomy

Discretion

Tools

Outlook

Excel

Microsoft Office

Reporting systems

Job description

About the Role

Are you an organised, customer-focused administrator who enjoys keeping operations running smoothly? Horizons West is looking for an Administration Support Officer to provide practical, accurate and responsive support to our Bookings and Operations teams.

In this varied role, you will be a key point of support for day‑to‑day transport operations. You will help manage enquiries, verify timesheets and allowances, support reporting, coordinate administration tasks and contribute to smooth service delivery for customers, passengers, clients and internal teams.

This is a great opportunity for someone who thrives in a busy operational environment, takes pride in accuracy, and enjoys balancing administration, customer service and problem-solving.

Duties

• Manage the operations inbox, triage requests and track actions to completion.
• Support operations calls and respond to customer, parent and client enquiries.
• Verify timesheets and allowances, resolving or escalating discrepancies.
• Manage ticketing, on-demand service enquiries and lost property records.
• Support complaint and incident follow-ups, tracking actions and updates.
• Assist with route optimisation, reporting, charters, maps, signage and itineraries.
• Follow up purchase orders, process payments and support operational projects.

Skills, Qualifications & Experience

You will bring strong administration and customer service capability, along with the confidence to communicate clearly by phone and email. You are detail-focused, numerate and comfortable working with systems, reports and competing priorities.

• Strong administration and customer service skills.
• High attention to detail and confidence working with numbers.
• Intermediate Microsoft Office skills, particularly Outlook and Excel.
• Ability to prioritise competing deadlines and work autonomously with minimal supervision.
• Discretion and confidentiality when handling employee, customer and client information.
• A proactive, helpful and solutions-focused approach to supporting operational teams.

About Horizons West

Horizons West, is part of the Kelsian Group - a leading global operator of bus, motorcoach, and marine services, with established operations in Australia, the UK, Singapore, the USA, and the Channel Islands.

Why Join Us?

• Be part of a respected transport business with the support of a global group.
• Enjoy a varied role where no two days are exactly the same.
• Work closely with supportive bookings, logistics and operations teams.
• Contribute to reliable transport services that support passengers, clients and communities.
• Build your skills across administration, customer service, reporting and operational coordination.

We aim to provide meaningful and sustainable employment opportunities that are free from barriers, support and celebrate the diverse talents of our team members, improve awareness of the value of diversity and inclusion across our organisation, and enable our leaders to champion diversity and inclusion. We welcome and encourage applications from Aboriginal and Torres Strait Islanders, LGBTQIA+, people with disability and people from diverse cultural backgrounds.