Customer Service Administrator

UGL; Orange City Council; On-site; AUD 65,000 - 80,000; Full time

Job summary

UGL Pty Limited in NSW is hiring a Customer Service Administrator to be the first point of contact for enquiries and complaints. You will manage calls and emails, log all interactions in the CRM and triage requests to the appropriate unit, escalating as needed.

Ideal candidates have call centre or customer service experience, strong written and verbal communication, and familiarity with data tools such as Excel or Power BI. A proactive, resilient approach is essential.

Qualifications

• Experience in a call centre or enquiries and complaints handling environment.
• Experience in customer service.
• Experience and/or training in data analytic tools like Excel or Power BI would be advantageous.
• Outstanding communication skills (oral and written) to establish effective working relationships.
• Self-motivation, resilience and service orientation.
• Ability to set and meet deadlines in a fast-paced environment.
• Ability to prioritise competing workloads and demands.

Responsibilities

• Act as the main liaison for external stakeholders including residents, local businesses, councils, community groups and industry.
• Manage the enquiry phone line and the enquiry email in line with the allowable timeframes and direct all communication to the correct business unit.
• Process telephone and email complaints and inquiries and provide relevant information to act on.
• Manage the CRM system, ensuring all contact and communication are lodged and escalate issues as needed.
• Support stakeholder engagement activities, including notifying residents of project works and potential changes.
• Provide information for content on external channels in line with policy.
• Identify, develop and maintain internal and external stakeholder group lists.
• Knowledge and/or experience in data analysis using tools like Excel or Power BI would be highly regarded.
• Assist in development of internal communications to engage and inform businesses.

Skills

Call centre experience

Enquiries handling

Customer service

Communication skills

Time management

Prioritisation

Tools

Excel

Power BI

Job description

UGL Transport is a diversified transport company delivering critical assets and essential services that sustain and enhance the environment in which we live. Our capabilities extend across a broad range of services and whole-of-life solutions across the Transport sector, utilising world leading, sustainable and innovative technologies. We partner with some of the world’s largest blue-chip companies, government agencies, private enterprise, and public institutions. We are guided by our Company values which extend to all leaders and team members and across all departments within the company. UGL Regional Linx (UGLRL) is a subsidiary of UGL, headquartered in Orange, NSW, with regional depots throughout the state. We focus on creating job opportunities in regional and rural communities, with over 85% of our workforce based in regional NSW. We manage the CRN – Country Regional Network, ensuring safe transportation of people and goods across NSW.

Job Purpose

The Customer Service Administrator is an integral member of the Stakeholder Engagement and Communications Team as the first responder to customer enquiries or complaints. The CS Administrator manages all incoming phone calls and emails, ensures all communication is lodged in the Customer Relationship Management System (CRM) and triages all requests to the correct business unit. As needed, the CS Administrator is required to identify, address and elevate complex issues to the Community Relations Officers and the Stakeholder Engagement and Communications Lead. The CS Administrator is required to provide accurate information to external customers regarding their complaints or problems.

Key Responsibilities

• Act as the main liaison for UGLRL for external stakeholders including residents, local businesses, councils, community groups and industry.
• Manage the enquiry phone line and the enquiry email in line with the allowable timeframes and direct all communication to the correct business unit.
• Process telephone and email complaints and inquiries from the public, media, or government bodies and provide relevant information for the Stakeholder Engagement and Communication Lead to act on.
• Managing the CRM system, ensuring all contact and communication are lodged, managing the caseload and advising the Stakeholder Engagement and Communication Lead of escalating complaints or issues.
• Support Stakeholder Engagement and Communications team with stakeholder engagement activities, including notifying residents and landholders of project works and potential noise or traffic changes.
• Provide information for Stakeholder Engagement and Communications team for content on external channels including Facebook, LinkedIn, UGLRL website and the intranet in accordance with the media policy.
• Identifying, developing and maintaining internal and external stakeholder group lists.
• Knowledge and/or experience in data analysis using tools like Excel or Power BI would be highly regarded.
• Assist in the development of internal communications to engage, inform, guide and support businesses across a broad range of initiatives, issues and activities.

Qualifications

• Experience in a call centre or enquiries and complaints handling environment
• Experience in customer service
• Experience and/or training in data analytic tools like Excel or Power BI would be advantageous.
• Outstanding communication skills (oral and written) to establish effective working relationships with a wide range of people
• Experience in a role that demands self-motivation, resilience and service orientation
• Ability to set and meet deadlines and follow-through within a fast-paced environment
• Ability to prioritise competing workloads and demands

Diversity

We embrace diversity in all its forms—backgrounds, ideas, work styles, and perspectives. As an Equal Opportunity Employer, we strongly encourage applications from women, individuals with disabilities, Aboriginal & Torres Strait Islander people, mature-aged workers, and those from culturally diverse backgrounds.

Our selection process includes relevant screening checks such as national criminal history and pre-employment medical assessments, including drug and alcohol screening.

REF:269922