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Customer Enquiry Officer

Correctional Officers
Permanent Full Time
13 days ago

Transport for NSW (TfNSW) 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 work with several government agencies to coordinate metro, train, bus, ferry, light rail, road and maritime services, always keeping the safety and comfort of our customers at the heart of what we do.


About the Team


The Safety, Environment and Regulation division upholds safety and sustainability in our transport system. We’re working to deliver globally-recognised, safe, sustainable transport for our people, customers and the community.


Within SER we have Regulatory Operations including the Customer Performance and Improvement team which achieves Safer System outcomes by delivering leadership and direction for the branch’s business operations, performance and continuous improvement.


This includes leading product management, business process improvement, education program assurance, accreditation and scheme/program development; providing customer advice and performance reporting; and contributing to operational policy development, advice, review and guidance.


The opportunity


Right now, we have an opportunity for an experienced Customer Service professional to join this dynamic team where you will be the first point of contact providing timely and accurate advice in relation to regulatory programs ensuring compliance with relevant Divisional policies and Regulations.

What you will be involved in:



  • Providing timely and accurate information and advice by phone and email in relation to regulatory program enquiries,alleged non-compliance by regulatory program participants and release of information to law enforcement agencies
  • Processing and facilitating the timely operational resolution of customer compliance in accordance with Divisional policies and decision making guidelines.
  • Providing support to the analysis of customer issue categories to inform Insights and Reporting trend analysis, and support the development and implementation of improvement actions that include customer service delivery
  • Maintain customer enquiries databases and systems to support both evidence and risk-based decision making and reporting.


About you


You are a an experienced Customer Service professional with excellent communication skills both verbal and written, who ideally has had experience working in a regulatory environment. You will have a demonstrated ability of understanding and interpreting legislation enabling you to convey this information to stakeholders.


Your analytical skills which will enable you to break down the issues of a customer and address these appropriately is highly desirable as is your ability to “think outside the box” .


Working with this dynamic team you will naturally be a team player who has strong time management skills and is used to working in a high volume environment.

If you have attention to detail, a “can do” attitude and high volume customer service experience as well as those qualities listed above this role could be for you.


Salary and Benefits


The salary for this position is USS Grade 6 ($85,474 - $90,949) per annum plus superannuation and leave loading.




Joining Transport for NSW, you’ll have access to a range of unique government benefits in a flexible work environment like no other. If you’re ready to step into this meaningful and rewarding role, we want to hear from you!


To apply for this position, please submit a resume and answer all questions within the online application process.


How to apply


To apply for this position, please submit your resume and respond to the questions that are asked as part of the online application process.


Applications Close 11.59 pm Wednesday 28 July 2021


We are the community we serve

We are committed to being an inclusive, diverse and flexible workplace where differences are valued. We welcome people of all backgrounds, experience and abilities.

We enable our people to work in ways that work for them and their teams. Working virtually and from different locations including regional locations, staggering work hours and job sharing are just some of the ways our people can work flexibly.

Please contact the Talent Specialist below if you require any adjustments to be made to how you interact with us throughout the recruitment process or would like to discuss flexible work options.

For any enquiries, please email Sharon Sorensen at SHARON.SORENSEN@TRANSPORT.NSW.GOV.AU.

Find out more about Transport for NSW at

Salary Details*
Salary Type Normal Wages
Base Salary $85,474
Superannuation 9.5%
Bonus offered No
Total Package $93,594
* Salary details are calculated without bonus and monthly payout as per tax bracket without tax threshold and other allowances. Its always good to confirm these details with the employer or recruiter.
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