Customer Experience Officer - Full-Time

Transit Systems Nsw; Sydney; On-site; AUD 65,000 - 95,000; Full time

Job summary

Transit Systems NSW is seeking a Customer Experience Officer to join our team in Bankstown. The role focuses on delivering proactive customer support across our Sydney operations, handling enquiries, feedback and service-related issues through multiple channels.

You will collaborate with Operations and Communications teams to investigate concerns and ensure timely resolution. Ideal candidates will have transport industry exposure, strong customer service skills and experience with Salesforce

Qualifications

• Experience in transport industry and bus operations preferred.
• Familiar with recording and following up customer cases in Salesforce.
• Experience handling customer feedback, complaints, enquiries and service-related issues.
• Excellent verbal and written communication skills.
• Calm, solution-focused approach to difficult situations.
• Strong organisational skills and attention to detail.

Responsibilities

• Respond to customer enquiries via telephone, email and other channels.
• Manage and investigate customer feedback, including complaints and compliments.
• Provide accurate information about services, routes, disruptions and operations.
• Liaise with Depot and Operations teams to resolve issues.
• Record interactions and outcomes in Salesforce and other systems.
• Follow up cases to ensure timely closure and identify trends.

Skills

Transport industry experience

Salesforce case management

Customer feedback handling

Strong communication

Problem solving

Organisational skills

Tools

Salesforce

Job description

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

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

About the Role

As part of the Customer Experience team, you will support customers across our transport operations, managing enquiries, feedback, complaints and service-related issues across multiple communication channels.

Working closely with Customer Experience, Communications and Operations teams, you will investigate customer concerns, provide accurate information and ensure matters are resolved professionally and within required timeframes.

This role would suit someone with previous transport industry experience who understands the day-to-day operational environment and can find practical solutions to customer issues.

The position is full-time, working during business hours, with flexibility to adjust working hours to meet operational support requirements. Based in Bankstown, you may also be required to support other operational locations and depots.

Key Responsibilities

Respond to 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 about services, routes, disruptions and operational matters.
• Liaise with Depot and Operations teams to investigate and resolve customer issues.
• Record customer interactions, actions and outcomes accurately in Salesforce, the Customer Feedback Management System and other internal systems.
• Follow up customer cases and ensure matters are progressed and closed within required timeframes.
• Identify recurring concerns and emerging trends, escalating these to relevant Operations or Customer Experience leaders.
• Assist with customer communications about service changes, disruptions and operational updates.
• Work collaboratively with internal stakeholders to improve customer outcomes.
• Support other Customer Experience activities and administrative duties as required.

About You

You understand that good customer experience starts with understanding the operational environment. You bring a professional, empathetic approach and can remain calm while managing competing priorities.

You will ideally have:

• Previous transport industry experience, preferably within a bus operations environment.
• Case management experience using Salesforce, including recording, managing and following up customer cases.
• Experience handling customer feedback, complaints, enquiries and service-related issues.
• Strong customer service skills and a genuine commitment to delivering 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 to difficult or sensitive customer situations.
  Strong investigation and problem-solving skills, including the ability to gather information and determine appropriate actions.
• Good organisational skills, attention to detail and the ability to manage competing priorities.
• Confidence using computer systems and databases, with the ability to learn new systems quickly.
• Knowledge of the Greater Sydney public transport network, which will be highly regarded.
• Availability to work full-time during business hours, with flexibility to meet 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?

• Full-time opportunity within a leading public transport organisation.
• Work alongside experienced Customer Experience and Operations teams.
• Apply 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.
• Explore opportunities to develop your career within Customer Experience,
• Communications and Operations.

About Us

In partnership with the Government, Transit Systems NSW designs and delivers public transport solutions that are easy to use, reliable, convenient and safe. Our integrated bus services and transport networks help ease road congestion and improve the sustainability and liveability of the communities we serve.

Transit Systems NSW is part of Kelsian Group, providing passenger transport and tourism services in Australia and internationally.

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 organization, 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.