Officer, Passenger Feedback
To ensure that all customer feedback matters are thoroughly investigated and professionally responded to within strict timeframes.
Summary about this job
Customer Service - Customer Facing
Company: Yarra Trams
Location: Melbourne
Work type: Full Time
Salary: n\a
Phone: +61-8-1970-1457
Fax: +61-3-1619-4651
E-mail: n\a
Site: n\a
Detail information about job Officer, Passenger Feedback. Terms and conditions vacancy
About this job
Keolis Downer is the proud operator of Yarra Trams, the oldest and largest light rail network in the world. Since 2009, Keolis Downer has significantly invested in Melbourne’s tram network and community. In September last year, the Victorian Government has awarded Keolis Downer the contract to run Yarra Trams until at least 2024. This is an exciting time for the team at Yarra Trams as we begin delivery of our new franchise term.
In the next seven years we will continue to bring our international expertise to Melbourne to ensure we continue to deliver even better, safer, more reliable passenger services and performance, while increasing the value of the tram network for Melburnians and the thousands of visitors to our city every day.
To deliver on these exciting new challenges, Yarra Trams is looking for a Customer Feedback Officer to ensure that all customer feedback matters, including those raised by the Public Transport Ombudsman and Public Transport Victoria Advocate are thoroughly investigated and professionally responded to within strict timeframes.
We love feedback! One of our core values is Think Like a Passenger. You will be the kind of person who is inspired by exceeding customer expectations. You will understand that each customer is an individual and deliver your response accordingly.
Maintaining utmost professionalism within strict timelines will be natural for you. You will be an outstanding communicator with a strong sense of fairness. Thorough investigative skills are critical to be successful in the role.
What the role entails
You will interact with customers, the Public Transport Ombudsman and Public Transport Victoria Advocate to respond to their feedback, investigate and resolve issues. As a Customer Feedback Officer, you will:
- Investigate customer feedback providing written and/or verbal responses within strict timeframes;
- Investigate and providing written responses to matters raised by the Public Transport Ombudsman and Public Transport Victoria Advocate, within strict time frames;
- Identify and manage systemic issues;
- Monitor and respond to Twitter feedback;
- Collate and interpret complex data and maintain detailed, accurate records;
- Build strong relationships with internal departments, representatives from the industry Ombudsman and Public Transport Victoria;
- Providing the highest level of service to customers plus internal and external stakeholders;
- Create reports in Excel and PowerPoint for internal and external stakeholders.
What you will need for this role
To be successful in this tremendous opportunity, you will have:
- A minimum 2 years’ experience managing escalated complaints from an Ombudsman Scheme;
- Sound understanding of and proven ability to apply dispute resolution principles;
- Diplomacy and a proven ability to negotiate outcomes and influence decision makers;
- An intermediate proficiency level in Word, Excel and PowerPoint;
- Proven track record working in a fast paced environment;
- Ability to display superior empathy and understanding to customer needs;
- Exceptional verbal and written communication skills and proven experience in complaint resolution are a must!
Interested? To apply for this vacancy, please visit our careers website at http://jobs.yarratrams.com.au and complete an online application form. Only completed online application forms will be accepted.
Applications close: 20th July 2018