Customer Advocacy & Quality Officer – Gosford Depot
We invite you to apply for the Customer Advocacy & Quality Officer role at Busways Group, based in our Gosford depot. You will play a key part in providing safe, reliable transport by managing customer complaints, incidents, and quality standards.
Responsibilities
- Manage customer complaints, feedback, and enquiries in a professional, empathetic, and timely manner, following Busways' standards.
- Support the depot in identifying recurring issues, sharing insights with management and working collaboratively to improve service delivery.
- Serve as the first point of contact for customers at the depot.
- Handle lost‐property enquiries and maintain an accurate log of found items.
- Manage post‐accident administrative processes for incidents such as vehicle collisions, minor impacts, or property damage.
- Retrieve and review bus CCTV footage, document observations, and upload reports to the internal system.
- Perform ad‐hoc tasks and other duties as directed.
Qualifications
- Friendly and courteous attitude with a customer‐service mindset.
- Excellent written and verbal communication skills for handling sensitive situations with empathy.
- Ability to investigate incidents objectively and produce accurate, well‐structured reports.
- Strong phone manner, warm and confident on the phone, able to stay composed and support customers through challenging situations.
- High attention to detail and accuracy.
- Strong organisational and time‐management skills to prioritise and achieve goals within time frames.
- Technical proficiency with Microsoft Office, Customer Relationship Management systems, and ability to learn new systems.
- Full Australian working rights.
Benefits
- Fitness Passport – discounted access to multiple fitness facilities.
- Employee Assistance Program for you and your family.
- Career progression opportunities and full training.
- Employee referral bonuses & tax‐effective salary packaging options.
Who We Are
For over 80 years, Busways has proudly delivered reliable, safe, and high‐quality bus services across NSW and South Australia. With a team of 2,800+ people, we're committed to ensuring every journey is a positive experience, transporting over 47 million passengers annually.
How to Apply
Think this sounds like your perfect fit? Please apply via the "Apply" button. This ad will expire on 01/12/2025. All applicants will receive an outcome via email. Include the following:
- A cover letter explaining why you are a excellent fit for this role.
- Current resume detailing your experience.
The successful applicant will receive an initial 12‐month fixed‐term contract with the intention of becoming a permanent employee. Busways has a high conversion rate to permanent positions.
Questions? Contact recruitment@busways.com.au. All applications will be personally reviewed by our Talent Acquisition team.
Equity and Inclusion
Busways is an Equal Opportunity Employer. We encourage applications from all individuals, including Aboriginal and Torres Strait Islander peoples, and candidates from diverse backgrounds. No agency applications please.
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