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 skilled, 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 environment 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 on-site 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.
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📌 Administration & Customer Service Assistant (New South Wales)
🏢 Busways Group
📍 New South Wales