Customer Experience Officer

Location: Randwick Depot, Sydney

At Transdev John Holland Buses, we put our customers at the heart of everything we do. We are now seeking a Customer Experience Officer to join our Customer Experience team at our Randwick Depot, supporting the delivery of reliable, customer-focused public transport services across Sydney’s eastern suburbs.

This is a hands-on role suited to someone who thrives in a fast-paced environment, enjoys solving problems, and takes pride in turning customer feedback into positive outcomes.

About the role

As a Customer Experience Officer, you will be responsible for managing customer feedback and complaints, liaising directly with customers and internal stakeholders, and supporting broader customer experience initiatives across the business.

Your day-to-day responsibilities will include:

• Managing and responding to customer feedback and complaints via phone, email and face-to-face interactions
• Investigating complaints, identifying root causes and escalating matters where required
• Maintaining accurate and timely records in Salesforce CRM
• Producing and reviewing regular customer feedback reports
• Communicating service disruptions and updates to stakeholders, including schools and operational teams
• Managing reception calls and inbox queries in a professional and efficient manner
• Supporting customer experience projects and continuous improvement initiatives

About you

You are calm under pressure, highly organised, and genuinely motivated to deliver great customer outcomes. You are confident dealing with challenging conversations and can balance empathy with contractual and operational requirements.

You will bring:

• At least 12 months’ experience in customer service or complaint handling (public transport experience highly regarded)
• Call centre experience (highly desirable)
• Strong verbal, written and listening skills with excellent attention to detail
• The ability to manage irate or distressed customers professionally
• Confidence working in a fast-paced, deadline-driven environment
• Strong IT skills and the ability to quickly learn specialist systems
• A positive, reliable approach and the ability to work both independently and as part of a team

Why join us?

• Be part of an organisation delivering essential services to the community
• Work in a collaborative and supportive Customer Experience team
• Opportunity to build experience in customer operations, reporting and stakeholder engagement
• Based at our leafy Randwick Depot with strong transport links

How to apply

Click Apply Now and submit your resume. Applications will be reviewed as they are received.

Transdev John Holland Buses is committed to creating a diverse and inclusive workplace. We encourage applications from candidates of all backgrounds.