Customer Service Officer Transport for NSW location Sydney.

Company description Transport for NSW is the lead agency of the NSW Transport cluster. Our role is to lead the development of a safe, efficient, integrated transport system that keeps people and goods moving, connects communities and shapes the future of our cities, centres and regions.

We are responsible for strategy, planning, policy, regulation, funding allocation and other non-service delivery functions for all modes of transport in NSW including road, rail, ferry, light rail, point to point, regional air, cycling and walking. We focus on improving the customer experience and contract public and private operators to deliver customer-focused transport services on our behalf. We also lead the procurement of transport infrastructure and oversee delivery through project delivery offices and industry delivery partners.

Job description permanent Full Time and Temporary Fixed Term (until June 2022) positions. Location Parramatta.

About Us Transport for NSW is delivering an unprecedented $57.5b investment into a truly game changing Future Transport strategy.  We are also evolving, bringing together new and existing transport modes, cutting edge technologies and getting smarter at how we do it.  We are changing to deliver more connected journeys, greater satisfaction and safer transport for our customers, both now and for the future.

The division the Customer Strategy & Technology division is focused on creating the future of mobility in NSW, and shaping a world-leading transport system for our customers and communities.  The opportunity right now, we have several opportunities for Customer Services Officers to join the Customer Payment Services team, permanent and temporary fixed term positions (until June 2022) available.

These positions are responsible for responding and processing customer enquiries and applications relating to Tolling, Ticketing or Concession schemes, including updating of customer details, account anomalies, exceptions and errors and escalated customer feedback and complaints. These positions also involve processing video images of License Plate Numbers (LPN) to complete tolling transactions and prevent toll revenue loss.

What you will be involved in manage escalated telephone calls and emails from first line contact centre staff, including direct interaction with customers via e-mail or telephone. Ensure accuracy of customer accounts by researching, identifying and correcting anomalies, including the processing of chargebacks per accounting and financial policies and standards and reconciling to computer-generated balances.

Build on customer relationships by researching and investigating past trends and practices and applying sound judgement to resolve issues and recover unpaid monies. Resolve complex customer account disputes or concession applications by undertaking investigations, identifying problems, gathering evidence and using business rules and procedures to formulate an appropriate solution in a professional and timely manner. Undertake accurate verification of license plate numbers captured on images, to support the efficient recovery of tolls.

About You will have previous experience in the delivery of exceptional customer service including management of customer accounts within a high volume competitive and customer focussed environment. As a proactive individual with excellent communication, interpersonal and negotiation skills you will be able to influence others by the high standards you set to meet the varying expectations of internal and external customers and stakeholders.

In addition, your investigative, analytical and problem-solving skills including your attention to detail will see you solving complex customer disputes in a timely manner. This is an opportunity to make your mark; influence outcomes and create your own success where your contribution is truly valued.

Our Commitment to diversity great people come from all walks of life. At Transport for NSW, we are committed to creating a diverse, inclusive and flexible workforce which reflects the community and the customers we serve. We actively promote gender diversity in our workplaces, the employment of Aboriginal and Torres Strait Islanders and the employment of people with a disability. We welcome and encourage applications from all people regardless of age, gender, ethnicity, cultural background, or sexual orientation. If you need an adjustment in the recruitment process, please call/text or email the contact person for this role.

Salary and benefits the salary for this position is TfNSW Grade 5 $83,402 – $91,744 per annum plus superannuation and leave loading.