Job Description
Transit Systems is one of Australia’s leading public transport operators, connecting communities across Sydney every day. We are seeking a proactive and customer-focused Customer Experience Officer to join our team in a full-time role based in Bankstown. /n /n This is an excellent opportunity for someone who enjoys helping people, thrives in a fast-paced operational environment and takes pride in delivering positive customer service outcomes. /n /n

About the Role
/n As part of the Customer Experience team, you will support customers across our transport operations, managing enquiries, feedback, complaints and service-related issues across multiple communication channels. /n /n Working closely with Customer Experience, Communications and Operations teams, you will investigate customer concerns, provide accurate information and ensure matters are resolved professionally and within required timeframes. /n /n This role would suit someone with previous transport industry experience who understands the day-to-day operational environment and can find practical solutions to customer issues. /n The position is full-time, working during business hours, with flexibility to adjust

working hours
to meet operational support requirements. Based in Bankstown, you may also be required to support other operational locations and depots. /n /n

Key Responsibilities
/n Respond to customer enquiries via telephone, email and other customer service channels. /n Manage and investigate customer feedback, including complaints, compliments, enquiries and general correspondence. /n /n /n
- Provide accurate and professional information about services, routes, disruptions and operational matters. /n
- Liaise with Depot and Operations teams to investigate and resolve customer issues. /n
- Record customer interactions,



actions and outcomes accurately in Salesforce, the Customer Feedback Management System and other internal systems. /n
- Follow up customer cases and ensure matters are progressed and closed within required timeframes. /n
- Identify recurring concerns and emerging trends, escalating these to relevant Operations or Customer Experience leaders. /n
- Assist with customer communications about service changes, disruptions and operational updates. /n
- Work collaboratively with internal stakeholders to improve customer outcomes. /n
- Support other Customer Experience activities and administrative duties as required. /n /n About You /n You understand that positive customer experience starts with understanding the operational setting. You bring a professional, empathetic approach and can remain calm while managing competing priorities. /n /n You will ideally have: /n /n
- Previous transport industry experience, preferably within a bus operations environment. /n
- Case management experience using Salesforce, including recording, managing and following up customer cases. /n
- Experience handling customer feedback, complaints, enquiries and service-related issues. /n
- Strong customer service skills and a genuine commitment to delivering a positive customer experience. /n
- Excellent verbal and written communication skills. /n
- The ability to communicate professionally with customers, drivers,



depot teams and operational stakeholders. /n
- A calm and solutions-focused approach to difficult or sensitive customer situations. /n Strong investigation and problem-solving skills, including the ability to gather information and determine appropriate actions. /n
- Good organisational skills, attention to detail and the ability to manage competing priorities. /n
- Confidence using computer systems and databases, with the ability to learn new systems quickly. /n
- Knowledge of the Greater Sydney public transport network, which will be highly regarded. /n
- Availability to work full-time during business hours, with flexibility to meet operational support requirements. /n
- A current driver’s licence, access to a reliable vehicle and the ability to travel to Bankstown and other operational locations when required. /n /n Why Join Transit Systems? /n /n
- Full time opportunity within a leading public transport organisation. /n
- Work alongside experienced Customer Experience and Operations teams. /n
- Apply your transport industry knowledge in a customer-focused role. /n
- Gain broader exposure to customer experience, operational communications and service delivery. /n
- Be part of a team that directly supports customers and communities across Sydney. /n
- Explore opportunities to develop your career within Customer Experience, /n
- Communications and Operations. /n /n Apply Now /n If you have transport industry experience, Salesforce case management skills and enjoy finding practical solutions to customer issues, we would love to hear from you. /n Apply now to join the Transit Systems Customer Experience team. /n /n

About Us
/n In partnership with the Government, Transit Systems NSW de

📌 Customer Experience Officer (Sydney)
🏢 Transit Systems NSW
📍 Sydney