Customer Service & Stakeholder Liaison Administrator

UGL; Blue Mountains City; On-site; AUD 55,000 - 75,000; Full time

Job summary

UGL Regional Linx (UGLRL) in NSW seeks a Customer Service Administrator to be the first responder to enquiries and complaints. You will manage calls and emails, log interactions in CRM, and triage to the right unit, escalating complex issues as needed.

You will provide accurate information to external customers and support stakeholder engagement activities across regional NSW, helping to inform residents and businesses about project works and potential changes.

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).
• 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 from the public, media, or government bodies and provide relevant information for the Stakeholder Engagement and Communication Lead to act on.
• Manage the CRM system, ensuring all contact and communication are lodged and the caseload is managed.
• 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 external channels including Facebook, LinkedIn, UGLRL website and intranet in line with media policy.
• Identify and maintain internal and external stakeholder group lists.
• Assist in the development of internal communications to engage and inform businesses across initiatives.
• Knowledge and/or experience in data analysis using tools like Excel or Power BI would be highly regarded.

Skills

Call centre exp

Customer service

Excel/Power BI

Communication

Self-motivated

Resilient

Deadline-driven

Prioritisation

Tools

Excel

Power BI

Job description

UGL Regional Linx (UGLRL) in NSW seeks a Customer Service Administrator to be the first responder to enquiries and complaints. You will manage calls and emails, log interactions in CRM, and triage to the right unit, escalating complex issues as needed.

You will provide accurate information to external customers and support stakeholder engagement activities across regional NSW, helping to inform residents and businesses about project works and potential changes.