Ready for your next opportunity? 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 transparent, 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 (City of Ryde)
🏢 Busways Group
📍 City of Ryde