AddressKeolis Downer is the largest private provider of multimodal public transport across Australia. We partner with public transport authorities and local governments to deliver safe, sustainable, and integrated mobility solutions for local communities. We support approximately 250 million passenger journeys annually in Australia. In Adelaide we are the proud operators and maintainers of the local passenger rail network, which incorporates 89 stations and 6 lines and extends across 132km of track.
The Customer Feedback Officer supports the delivery of the Adelaide Metropolitan Passenger Rail Network through the management of information and Customer Feedback, interfacing closely with the Customer Experience team.
You will
- Guard the reputation of Keolis Downer and being the interface between Keolis Downer and our customers
- Respond to and investigate all Customer Feedback in prescribed timeframes
- Report on feedback outcomes to help drive continuous improvement
- Liaise with Keolis Downer’s public affairs team on escalating matters or those overlapping with the ministerial complaint process.
About you
- Ideally you will have experience in face-to-face customer service with an understanding of reputation and risk management
- Demonstrated conflict resolution and negotiation skills to manage sensitive situations effectively
- Proven experience in developing well-articulated, external communications that reflect the brand you represent
- Ability to use MS Office and experience in using a CRM system or similar
What we offer
- Located at Adelaide Railway Station with employee parking available
- A highly supportive, team environment
- Employee Benefits which include an Employee Assistance program and reward and recognition programs
The Keolis Downer culture is one of engagement and enablement – we want to hear your ideas and support you in implementing them. We are focused on developing our staff, identifying career pathways and creating opportunity across our global network.
Interested? Click “apply now” to submit a cover letter and resume or contact us at ***************@keolisdowner.com if you have any questions.
Closing Date: Wednesday 10 July 2024
Keolis Downer is committed to achieving a diverse workforce and strongly encourages applications from women and indigenous Australians.
