Complaints Handling Officer - Pymble

Our employees are what make Busways work and it is through them that Busways can provide exceptional service to our communities. We are always trying to attract people with high quality traits to join our team. We currently have full-time vacancy for a motivated Complaints Handling Officer located at our Support Office in Pymble.

The Opportunity

The opportunity would best suit an individual with previous experience within a customer service or administration scope. You will be part of a team of four and this role will allow you to gain experience in managing customer relationships, handling complaints and conducting investigations. Whilst this will be a demanding role, full training and mentoring will be provided to the successful applicant.

The Job

Primarily focused on customer complaints handling, responses, enquiries and investigations, this position will require the use of computer systems to research events and write reports. Responding to customers by phone and email will also be a significant part of the role.

We require an individual that will effectively contribute a positive and open-minded approach to their work and who is willing to work as a team player to meet day-to-day tasks while striving to improve customer relations in a big picture way.

The responsibilities associated with this position could include but is not limited to:

  1. The daily electronic management of Busways Infoline (our customer feedback and complaints handling platform) by ensuring feedback is handled in a professional and timely manner in accordance with Busways policies, procedures and contractual requirements.

  2. Logging all feedback in the database system, along with completing all the necessary reports 

  3. Investigating complaints via Busways' internal systems and liaising with a diverse group of people (customers, depot staff, TfNSW etc) to ensure a resolution is achieved

  4. Responding to customer complaints via email and phone

  5. Liaising with schools and depot staff and using Google Maps and calculator tools to quote and book in charters

Essential Criteria

  • Good computer skills – Microsoft Word & Excel at an intermediate level

  • Excellent written communication skills

  • Confident phone manner, capable of managing a variety of customer interactions, more specifically, interactions with customers who are emotional and negative in nature

  • A positive, friendly and reliable individual with a proactive approach to work

  • A quick learner, who is willing to learn from their mistakes and use experiences to improve the way things are done

  • An organised individual with a strong ability to prioritise their workload daily

  • A NSW driver's licence

  • Permanent Residency or Australian Citizenship

Desirable Criteria

  • Complaints handling experience

  • Two years’ experience within a customer service environment

How To Apply: 

Please apply by sending through a copy of your Resume and Cover Letter to swellham@busways.com.au or alternatively for more information, please don’t hesitate to contact the Recruitment Team on (02) 9497 1800.

Please note, applications will close on Friday, 28th of September 2018.


Suzanne Wellham
9497 1914