Manager Customer Escalations And Continuous Improvement -Till December'26

Rozelle, NSW, AU, 2039

You put people at the heart and take pride in the impact of your work.

You’ll have the opportunity to use your expertise in communication, problem-solving, empathy and conflict resolution to help thousands of people every day.

In this role, you'll:

Effectively manage escalated complaints, in collaboration with internal and external stakeholders, towards positive customer outcomes. Work as a part of a team responsible for identifying opportunities to improve feedback and complaints processes across Transport for NSW. To do this, the role will support the delivery of a Community of Practice for complaints and feedback practitioners, and the development of a Centre of Excellence for best-practice complaints and feedback management.
 
Be part of a team to deliver the greatest impact!
 
You will:

• Motivate, encourage, and inspire a strong, effective, ethical, professional, politically and organisationally aware team with a clear focus on the customer.

• Maintain a collaborative and proactive relationship between Transport for NSW and the NSW Ombudsman’s Office to ensure best possible solutions for customers.

• Ensure matters are investigated thoroughly, responded to in alignment with service standards and legislative timeframes, and maintain an independent review function.

• Be an expert in dealing with challenging customer behaviour and provide advice to other parts of Transport for NSW to develop strategies for resolution of customers’ issues.

• Be the final arbitrator for customers concerning their issues and actions of TfNSW, including taking and making calls to manage sometimes complex and difficult customer matters.

• Maintain expert knowledge of complaint handling practices, awareness of customer and community issues, provide visibility of trending topics and performance, and advise reducing incoming volumes by improving policy, processes, or information available to customers.

• Work with the Compliance and Governance Manager to undertake reviews to ensure complaints and feedback are managed per service standards and legislative timeframes.

• Lead and manage the team by providing clear strategic and operational direction, allocating and overseeing daily tasks, developing staff, and creating a culture of collaboration. Use available capacity within the team to share resources with the Customer Response Team.

• Collaborate with other Managers and other relevant SMEs to improve customer experience and support improved complaint handling and resolution practices.
 

• Champion and ensure the successful deployment of system and technology changes and new ways of working within the broader Team and if needed across Transport for NSW.

For more details, refer to the Role Description. The role is based at the Elizabeth Street offices and offers flexible working arrangements.

About you
 

You are an experienced people manager who is passionate about the customer. You will ensure success through collaboration, promoting Continuous Improvements, supporting technology enhancements and building staff capabilities.

• A proven leader with experience managing and leading a customer facing team that operates in a challenging high volume complaint handling function, mostly in writing.

• High-level writing and communication skills, with a strong focus on change and Continuous Improvement.

• Proven experience working with and influencing stakeholders at various levels of the business to solve complex customer issues and improve customer-facing information or
complaint handling practices.

• Experience delivering insights that can be harnessed to provide better customer outcomes.

• You are a team player, self-motivated, can work autonomously, self-directed, apply initiative and great at solving problems.

Who we are
Transport for NSW provides a safe, integrated, and efficient transport system. We connect people, communities and industry every day. 

Join us
Our workforce is as diverse as the community we serve. If you’d like further information on our inclusion and diversity initiatives, visit Transport careers.

We offer a wide range of employee benefits, like our award-winning flexible and hybrid work options.

This role is hybrid-friendly, meaning you can mix in-person days at your team’s home base location with remote days.

What are you waiting for…? Connect with us.  Apply now!

Applications close: 11:59 pm Saturday, 10th February 2024.

For more information about this role, please contact Shefali on *************@transport.nsw.gov.au

People living with disability are supported throughout the recruitment process and at work. Visit Supporting people with disability for more info or speak to your talent team member to arrange any adjustments to how you interact with us.

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