Administration and Customer Service Assistant (Kempsey) â Full Time

Kempsey, NSW

Ready for your next opportunity? Busways is looking for an Administration and Customer Service Assistant at our Kempsey depot. You have the chance to make a key difference in the community by ensuring safe and reliable transport services every day!

What You’ll Be Doing

- Investigate and respond to customer feedback in collaboration with Transport for NSW (tfNSW) through the TfNSW Salesforce CRM
- Support Busways’ compliance with KPI’s to Customer Service and Response to Customer Feedback
- Assist with evidence gathering (e.g. CCTV, journey data and staff statements) to support complaint investigations
- Provide administrative support for investigations, contract reporting, and service delivery activities relating to customer complaints and feedback
- Track and report complaint outcomes against TfNSW benchmarks, supporting corrective action planning
- Monitor CRM responses deadlines to ensure all cases are closed within 2 business days, preventing contractual abatements
- Answer all incoming calls from customers, answering enquiries or re-directing calls to appropriate depot
- Manage customer complaints, feedback and enquiries in a professional, empathetic and timely manner in line with Busways' standards and processes
- Act as the first point of contact for customers contacting or visiting the depot.

What You’ll Bring

- Demonstrated Knowledge including; complaint handling, employee relations, work, health & safety, policies & procedures, inclusion & diversity
- Excellent written and verbal communication skills
- Strong knowledge of Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)



and CRM systems with the ability to quickly learn new technologies
- Demonstrated ability to remain calm under pressure, maintains a positive and patient attitude, and consistently applies a professional approach in all customer interactions
- Exceptional phone manner with the ability to be warm and confident on the phone
- Must be an Australian Citizen, Permanent Resident or have working rights in Australia

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 workplace with great benefits, including:

- Fitness Passport - discounted access to multiple fitness facilities
- Employee Assistance Program for you and your family
- Career progression opportunities and full training
- Free in office parking
- 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 53 million passengers annually.

Questions?
Contact our Recruitment Team on or

Please Note:

The successful applicant will be offered an initial 12 month fixed-term contract with the intention of then becoming a permanent employee. This is part of Busways hiring policy for all admin roles. Our rate of conversion to permanent positions is over 90%.

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.

#J-18808-Ljbffr

📌 Administration & Customer Service Assistant (Kempsey Shire)
🏢 Busways Group
📍 Kempsey Shire