Customer Experience Officer - Casual

Transit-Systems-Nsw; Canterbury-Bankstown; On-site; AUD 41,000 - 55,000; Part time

Job summary

Transit Systems NSW is seeking a Casual Customer Experience Officer to support customers across our transport operations. The role focuses on managing inquiries, feedback, complaints and service-related issues with a customer-centric approach.

You will work closely with the Customer Experience and Operations teams to ensure professional, timely responses and accurate information across channels. Availability 2–3 days per week during business hours is required, with occasional travel to Bankstown

Qualifications

• Experience in transport industry or customer service in fast-paced operations.
• Strong verbal and written communication skills.
• Experience managing customer feedback, complaints, enquiries or service-related issues.
• Case management experience using Salesforce to record and follow up cases.

Responsibilities

• Respond to inbound customer enquiries via telephone, email and other channels.
• Manage and investigate customer feedback including complaints and compliments.
• Provide accurate information regarding services, routes and disruptions.
• Record interactions and outcomes in internal systems.
• Follow up feedback to ensure timely resolution and closure.
• Identify recurring issues and escalate to operations or CX leaders.
• Assist with communications regarding service changes and disruptions.
• Collaborate with operations, depot teams and stakeholders to resolve matters.

Skills

Customer service

Verbal communication

Written communication

Case management

Salesforce

Feedback management

Tools

Salesforce

Customer Feedback Management System

Job description

Transit Systems is one of Australia’s leading public transport operators, connecting communities across Sydney every day. We are currently seeking a proactive and customer-focused Customer Experience Officer to join our team.

This is an excellent opportunity for someone who enjoys helping people, thrives in a fast-paced operational environment, and takes pride in delivering outstanding customer service outcomes.

As part of the Customer Experience team, you will play a key role in supporting customers, responding to enquiries, assisting with service information, and ensuring a positive experience across multiple communication channels.

About the Role

Transit Systems is seeking a Casual Customer Experience Officer to join our Customer Experience team and support customers across our transport operations.

This role would suit someone with previous transport industry experience who understands the day-to-day operational environment and has experience managing customer feedback, complaints, enquiries and service-related issues.

Working closely with the Customer Experience and Communications team, you will help ensure customer enquiries and feedback are managed professionally, accurately and in a timely manner.

This is a casual position, generally requiring availability 2–3 days per week during business hours, with flexibility to work different shifts depending on operational support requirements. The role is based around Bankstown, with support potentially required across other operational locations and depots.

Key Responsibilities

• Respond to inbound customer enquiries via telephone, email and other customer service channels.
• Manage and investigate customer feedback, including complaints, compliments, enquiries and general correspondence.
• Provide accurate and professional information to customers regarding services, routes, disruptions and operational matters.
• Review customer feedback and liaise with relevant Depot and Operations teams to understand and resolve issues.
• Record customer interactions, actions and outcomes accurately in Salesforce, the Customer Feedback Management System and other internal systems.
• Follow up customer feedback and ensure matters are progressed and closed within required timeframes.
• Identify recurring customer concerns and emerging trends and escalating these to relevant Operations or Customer Experience leaders.
• Assist with customer communications relating to service changes, disruptions and operational updates.
• Work collaboratively with Operations, Depot teams, Communications and other internal stakeholders to resolve customer matters.
• Support other Customer Experience activities and administrative duties as required.

About You

We are looking for someone who understands that good customer experience starts with understanding the operational environment.

You will ideally have:

• Previous transport industry experience, preferably within bus environment.
• Case management experience using Salesforce, including recording, managing and following up customer cases.
• Experience managing customer feedback, complaints, enquiries or customer-related issues.
• Strong customer service skills and a genuine commitment to providing a positive customer experience.
• Excellent verbal and written communication skills.
• The ability to communicate professionally with customers, drivers, depot teams and operational stakeholders.
• A calm and solutions-focused approach when dealing with difficult or sensitive customer situations.
• Strong investigation and problem-solving skills, with the ability to gather information and determine appropriate actions.
• Good organisational skills and attention to detail.
• The ability to manage competing priorities in a fast-paced operational environment.
• Confidence using computer systems and databases, with the ability to learn new systems quickly.
• Knowledge of the Greater Sydney public transport network will be highly regarded.
• Availability to work 2–3 days per week during business hours.
• Flexibility to work different shifts depending on operational support requirements.
• A current driver’s licence, access to a reliable vehicle and the ability to travel to Bankstown and other operational locations when required.

Why Join Transit Systems?

Work closely with experienced Customer Experience and Operations teams.

• Casual opportunity within a leading public transport organisation.
• Opportunity to use your transport industry knowledge in a customer-focused role.
• Gain broader exposure to customer experience, operational communications and service delivery.
• Be part of a team that directly supports customers and communities across Sydney.
• Potential opportunities to develop your career within Customer Experience, Communications and Operations.

About Us

In partnership with the Government, Transit Systems NSW innovates, designs and delivers public transport solutions that attract customers because they are easy to use, reliable, convenient and safe. To ensure ease of use, we deliver integrated bus services and transport networks, intelligently easing road congestion and increasing a city’s sustainability and liveability.

Transit Systems NSW is part of Kelsian Group (Kelsian), Australia’s largest integrated multi-modal transport provider and tourism operator, with established bus operations in Australia, Singapore, USA, UK and the Channel Islands. Kelsian provides essential journeys for our customers by delivering safe and intelligent transport solutions designed to improve the sustainability and liveability of the communities we serve.

Kelsian has over 30 years’ experience delivering tourism and passenger transport services. The Group is a leader in sustainable public transport as the operator of Australia’s largest zero emission bus fleet and Australia’s largest electrified bus depot.

As at 31 Dec 2024, Kelsian directly employs over 12,600 people and operates over 5,800 buses, 115 vessels and 24 light rail vehicles that delivered more than 378 million customer journeys over the last year.

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