Customer and Operations Center Officer

Yunex Traffic; Sydney; On-site; AUD 70,000 - 100,000; Full time

Job summary

Yunex Traffic in Sydney, NSW, is seeking a professional fault and dispatch operator for a 24x7 control room role on a 4 days on / 4 days off roster. You will monitor ITS assets, respond to faults and incidents, and coordinate resources to maintain service levels.

Strong communication and IT skills are essential, with ITIL knowledge considered advantageous. This full-time position requires reliability and a customer-focused approach.

Qualifications

• Excellent communication skills, both written and verbal.
• Strong attention to detail and ability to stay composed under pressure.
• Experience with MS Office suite and basic IT literacy.

Responsibilities

• Fault and dispatch operator duties in 24x7 control room to support KPI delivery.
• Monitor road assets (traffic signals, signs) to detect faults and take corrective action.
• Organize and dispatch resources for faults, incidents and maintenance.
• Document incidences, accidents and complaints using the app and prepare monthly reports.
• Identify potential failures from maintenance reports and dispatch resources to fix them.
• Provide professional customer service by handling calls and emails promptly and resolving complaints per SLAs.
• Coordinate with multiple parties to resolve network incidences and document details.

Skills

Excellent communication

Attention to detail

MS Office

Independent work

Relationship building

Analytical thinking

Organizational skills

ITS knowledge

ITIL certification

Job description

Location: Sydney NSW, AU, 2116

Type of Employment: Full-time

Career Level: Professional

Date posted: Sep 4, 2026

Please note that we are not a traffic control company

Purpose of the role

This role is responsible for the monitoring and actioning of incoming calls, faults and incidents that occur on TfNSW Roads and TfNSW ITS Assets.

You will be expected to develop an expert understanding of customer requirements and working procedures, to support our service delivery teams.

The role is 12 hour shifts consisting of a 4 days on 4 days off shift pattern, on 24/7 rotating roster.

Areas of responsibility and tasks

• Perform duties of a fault and dispatch operator in the 24X7 operation of the control room when on the roster, to assist the company in fulfilling Sydney Road Asset Performance Contract KPI’s
• Fault Management - Monitor Transport Road assets like traffic signals/electronic signs to identify faults and take corrective action using different real time monitoring systems.
• Job management – Organize and dispatch resources to attend routine faults, unplanned incidents, and planned maintenance.
• Reporting - Report and document accurately all incidences, accidents, complaints, observations, and enquiries using specially developed app. Use the in -built reporting feature to create and send monthly reports.
• Identify the potential failures and defects in the assets from the preventative maintenance report and take necessary action to dispatch resources to fix them.
• Provide high level of professional service to customers by answering calls and emails within a timely and accurate manner. Also, investigate, action, and work towards resolving customer complaints as per the service level agreements.
• Co-ordinate with multiple parties to resolve incidences in the network in organized manner and documenting all the required details correctly.

Knowledge & Skills

• Excellent communication skills, both written and verbal
• Good attention to detail along with the ability to remain composed when working under pressure is essential
• Strong computer literacy and proficiency with MS Office Suite
• Ability to work independently and take ownership of tasks and incidents until completion
• Be able to build relationships with colleagues and customers
• Solid analytical, decision making, conflict resolution and problem-solving skills
• Superior organizational skills with the ability to multi-task
• Experience in control room environment and Intelligent Traffic System (ITS) or SCATS knowledge would be desirable but not essential
• ITIL Certification advantageous.

Uniting What’s Next In Traffic

Yunex strongly encourages applications from Aboriginal and Torres Strait Islander candidates, women, candidates living with a disability, members of the LGBTQ community and culturally and linguistically diverse people. Yunex has a global Environment, Social and Governance (ESG) Framework which includes goals for diversity and inclusion aligned to the United Nations Sustainable Development Goals. Our Policy for Equity, Diversity, Inclusion and Belonging (EDIB) empowers and supports everyone across Yunex in further creating a workplace where everyone can thrive. We’d love to hear from you!