Customer Experience Business Partner

Keolis provides bus services to more than 250 million passengers each year, making us one of the most significant Bus Operators in the nation.

We are on the lookout for an experienced professional to join our Customer Experience team.  Based at Brookvale on the Northern Beaches, the Customer Experience, Business Partner is critical in ensuring timely feedback to our passengers and stakeholders.  We are currently hiring either full-time or part- time, to suit the successful candidate(s).

With our fleet expanding to include brand New Zero Emission Buses, there's never been a more exciting time to join Keolis Northern Beaches.

About the role:

·       You will be a point of contact for customer commendations, feedback and complaints in order to ensure a prompt, consistent and appropriate response / resolution.

·       Collaborate with staff across Keolis Northern Beaches to address and resolve complaints and ensure that contractual Key Performance Indicators are met.

To be eligible for this opportunity you will have demonstrated ability in the following:

Knowledge & Experience:

·       Proven experience in a customer or information provision role: experience in handling customer matters and using initiative to effectively handle difficult and adverse situations.

·       Ability to listen to the customer, empathise and provide appropriate solutions to achieve high quality customer service;

·       Demonstrated experience working under limited direction applying initiative and judgement while ensuring all work practices comply with relevant legislation, regulations and standards;

·       Demonstrated concern for the quality of own work, colleagues and the organisation as a whole

·       Experience in negotiating and resolving conflict.

·       Salesforce exposure regarded -not mandatory

·       Resource management skills

·       Demonstrated ability to negotiate with key stakeholders including staff, senior management, customers and Union.

Desirable Qualifications

·       School Certificate or proven work experience.

·       Certificate III Customer Engagement

·       Completed a customer service training program.

Responsibilities:

·       Review incoming Customer Experience Feedback – Resolve public enquiries, commendations, feedback and complaints received directly by customers or through TfNSW’s Customer Management System (Salesforce Lightning). Based on the circumstances, determine the appropriate level of response, including cases with multiple and complex issues which require research and investigation with other stakeholders.

·       Manage Customer Experience Feedback – log, record, track correctly categorise and maintain accurate and comprehensive notes on actions taken for all customer feedback received. Ensure that dealings with customers are tailored to the method of contact, and further investigation, resolution and response as needed.

·       Customer Feedback Standard Replies – Issue relevant pro forma replies

·       Customer Feedback Investigation – Undertake, facilitate or initiate investigation for non-standard or more serious matters

·       Customer Feedback Timeframes – Ensure contract timeframes are met. Resolve communications blockages or delays in receiving information.

·       Management reporting – Ensure data integrity to assist in identifying hot spots, key trends and issues. Provide input to regular reports on the volume, basis of customer commendations, complaints and enquiries, and turnaround times to support management action.

·       Service Policies, Standards, Processes – Implement Keolis Northern Beaches’ customer service policies, standards and processes in customer relations, service quality and service efficiency.

·       Customer Relations – As the first point of contact with customers, promote a positive image of Keolis Northern Beaches by maintaining a quality approach to individual customers. Contribute to identifying and recommending business initiatives to improve customer relations.

·       Quality improvement – Identify ways to improve systems or processes

Perks

·       Free Travel: Enjoy complimentary travel with your Opal card.

·       Retail Discounts: Access exclusive discounts at hundreds of retailers across over 9,000 locations in Australia through your mobile wallet.

·       Novated Lease: Discounts with novated leasing options through Keolis Flare Employee Benefits Program.

·       Health and Wellbeing Programs We prioritize work-life balance by offering flexible working arrangements, wellness programs, staff discounts, and Fitness Passport memberships for you and your family.

·       Collaborative Culture: Work in a supportive and dynamic team that values your contributions and offers opportunities for professional.

How do I apply?

If this role is for you, simply click Apply now! Applications close 28 August 2026.

For further information or questions for a potential career with Keolis Northern Beaches, please reach out to the Recruitment Team.

Email: [email protected] or call us on [0460 659 949](tel:0460 659 949).

Keolis operate and integrate all types of mobility services for more than 250 million passenger journeys each year in Sydney’s Northern Beaches, Newcastle, the Gold Coast, Brisbane, Perth, Adelaide and regional South Australia.

As a proud RAP organization, Keolis is committed to achieving a diverse workforce and strongly encourages applications from Aboriginal and Torres Strait Islander peoples as well as individuals from culturally diverse backgrounds.

Keolis Northern Beaches is an equal opportunity employer that promotes diversity and inclusion. We are committed to equal employment opportunities and encourage applications from all individuals, regardless of background, experience, identity, ability, or thinking style. We assess applicants with criminal histories based on the specific requirements of each position, considering each application on its merits.

The Keolis culture encourages and rewards people who work effectively and deliver innovative value creation solutions to the business.