Customer Feedback & Investigations Officer

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 clear, 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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