Job Description

You put people at the heart and take pride in the impact of your work.

Your expertise in communication, problem-solving, empathy and conflict resolution are highly transferable and in-demand. Help us foster satisfaction and service experiences that transform lives of our community.

In this role, you'll:

Play a key part in delivering efficient, accurate and customer-focused services by processing applications, managing customer accounts, and resolving enquiries, complaints and complex cases. You'll apply policies, procedures and business rules to make informed decisions, process financial transactions, and achieve fair and consistent customer outcomes. Working collaboratively across teams, you'll contribute to continuous improvement initiatives, maintain accurate records, and support the delivery of high-quality customer and business outcomes.

What You Will Be Involved In

Processing customer applications and maintaining accurate customer account and case records.
Investigating and resolving customer enquiries, complaints, disputes and complex account matters to achieve fair, consistent and timely customer outcomes.
Preparing clear, professional and customer-focused written correspondence.
Applying policies, procedures and business rules to make informed decisions and recommendations.
Processing financial adjustments, refunds and reconciliations in accordance with delegated authority and compliance requirements.
Identifying recurring customer issues, process inefficiencies and improvement opportunities, and contributing recommendations to enhance customer and business outcomes.
Participating in cross-skilling, knowledge sharing and continuous improvement activities to strengthen team capability and service delivery.
Working collaboratively with internal stakeholders to support operational priorities, resolve complex matters and improve the customer experience.
Using customer and operational systems to maintain data integrity, support decision-making and deliver quality customer outcomes.

For more information on the role and business unit, view the and information pack

About you

Recent experience delivering services to external customers and managing customer enquiries, complaints and feedback in an operational customer service environment.
Strong communication skills, with the ability to manage customer interactions and prepare clear, professional correspondence.
The ability to investigate issues, analyse information and make sound decisions to achieve positive customer outcomes.
Experience applying policies, procedures and business rules accurately and consistently.
Strong attention to detail and organisational skills, with the ability to maintain accurate records and manage workloads effectively.
The ability to manage competing priorities and work collaboratively in a team environment.
Proficiency in Microsoft Office and customer or case management systems.
A proactive, adaptable approach, with a commitment to continuous improvement and enhancing the customer experience.
Experience with Salesforce Lightning, Pega or similar CRM platforms will be highly regarded.
Knowledge of customer schemes, concessions and ministerial correspondence will be highly regarded.

Working Arrangements

This role has a mandatory requirement to work from the Parramatta office on Tuesdays and Wednesdays.
While the role offers flexibility, employees are required to remain in the office until 3:30 pm on these designated office days.
The role supports a flexible working environment, balanced with operational and team requirements.

Who we are

Transport for NSW provides a safe, integrated, and efficient transport system. We connect people, communities and industry every day.

Join us

Our workforce is as diverse as the community we serve. If you’d like further information on our inclusion and diversity initiatives, visit Transport careers