In this role, you'll:
Working as part of a team delivering tier 0 and tier 1 enquiries, transactional processing services and customer support within a high‐volume, multi‐channel contact centre, ensuring strong customer experience and efficient service outcomes.
This role will see you lead and coordinate daily operations, monitor dashboards and queues, allocate resources, resolve complex enquiries, and build team capability through coaching, mentoring and continuous improvement. You'll support service enhancement by strengthening processes, improving systems and embedding best‐practice customer service behaviours across the team.
You will drive service improvements, building efficiencies and stronger customer outcomes in a fast‐paced, regulated environment that requires adaptability, strong decision‐making and the ability to respond to varied and fluctuating service demand.
About You
Your experience managing teams in high‐volume, customer‐centric environments such as contact centres or shared services will see you excel in meeting service levels, balancing competing priorities, coaching staff, and overseeing the delivery of high‐quality customer support.
You're recognised as a strong communicator and people leader, skilled at interpreting performance data, resolving complex customer enquiries, shaping team culture and driving continuous improvement.
You are experienced in using telephony platforms, CRM systems and workforce management tools, and bring strong problem‐solving capability and adaptability to new technologies, processes and service requirements, enabling you to lead teams to quality outcomes and improved service experiences. This role requires the ability to travel, as per role requirements.
Who We Are
Transport for NSW provides a safe, integrated, and efficient transport system. We connect people, communities and industry every day.
Join us
Our workforce is as diverse as the community we serve. We encourage you to apply if you are Aboriginal or have a disability. Find information on our inclusion and diversity initiatives, and how we support Aboriginal people or people with disability via our recruitment process.
Aboriginal people and people living with disability are supported throughout the recruitment process and at work, and we encourage you to apply. Visit Supporting Aboriginal People or Supporting People with Disability for more information or speak to your talent team member to arrange any adjustments to how you interact with us.
For more information about this role, please contact Jennifer.Fogarty@transport.nsw.gov.au.
Applications close 11:59 PM, Friday 19 June 2026.
#J-18808-Ljbffr