Ready for your next prospect? We are seeking a professional and detail‐oriented
Customer Feedback & Investigations Officer
to join our team at
Ryde Depot
. This role plays an important part in ensuring customer concerns are accurately recorded, thoughtfully investigated and responded to with care, clarity and professionalism. You have the chance to make a key difference in the community by ensuring safe and reliable transport services every day.
This is a fast‐paced position requiring strong organisational skills, sound judgement and the ability to manage competing priorities while maintaining a high standard of communication.
What You'll Be Doing
manage customer feedback across multiple systems, including internal databases ensuring information is recorded accurately and thoroughly
respond to customers via phone and email, assisting with enquiries such as lost property, school service enquiries, etc., and investigate and resolve customer complaints with care and professionalism
prepare clear, empathetic and well‐considered written responses
track bus movements across our network using systems and bus maps in response to customer feedback
maintain detailed and accurate records in our systems
perform ad‐hoc tasks and other duties as directed
What You'll Bring
friendly and courteous with a customer service mentality and desire to create positive experiences




resilient to the challenges that arise working on the customer frontline, with the ability to work calmly and effectively under pressure and resolve conflict
excellent written and verbal communication skills
exceptional phone manner with the ability to be warm and confident on the phone
strong organisational and time‐management skills to prioritise and achieve goals within timeframes
technical proficiency working with Microsoft Office and CRMs and ability to learn new systems
Australian Citizen, Permanent Resident or have full working rights
What We Offer You
At Busways, we don't just transport people – we care about every part of the journey. You'll be part of a supportive, collaborative team in a modern office environment with great benefits, including:
Fitness Passport – discounted access to multiple fitness facilities
Onsite canteen with discounted meals
Employee Assistance Program for you and your family
Career progression opportunities and full training
Employee referral bonuses & tax‐effective salary packaging options
This ad will expire on 24/05/2026.
Busways is an Equal Opportunity Employer. We encourage applications from all individuals, including Aboriginal and Torres Strait Islander peoples, and candidates from diverse backgrounds.
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📌 Customer Feedback & Investigations Officer (New South Wales)
🏢 Busways Group
📍 New South Wales