Administration & Customer Service Assistant

Role overview

Busways Group is hiring an Administration and Customer Service Assistant for its Kempsey depot in New South Wales. This position plays an important part in keeping passenger services safe, dependable, and well supported for the local community.

Key duties

• Review customer feedback and work with Transport for NSW through the TfNSW Salesforce CRM to manage responses.
• Help the business meet its customer service and complaint response KPI commitments.
• Collect supporting material for complaint reviews, such as CCTV footage, journey information, and staff statements.
• Provide administrative assistance for investigations, contract reporting, and service-delivery tasks linked to complaints and feedback.
• Monitor complaint results against TfNSW standards and contribute to corrective action follow-up.
• Keep track of CRM response deadlines so matters are resolved within 2 business days and contractual penalties are avoided.
• Handle all incoming customer calls, answering questions or directing callers to the right depot.
• Manage complaints, feedback, and enquiries with professionalism, empathy, and prompt service.
• Serve as the first contact point for customers who call or visit the depot.

What the role requires

The ideal candidate brings hands-on experience in complaint handling, employee relations, workplace health and safety, policies and procedures, as well as inclusion and diversity. Strong written and verbal communication skills are essential, along with solid capability in Microsoft Office applications including Word, Excel, Outlook, and PowerPoint. Experience with CRM platforms is important, and you should be comfortable learning new systems quickly.

You will need to stay composed under pressure, keep a patient and positive manner, and approach every interaction in a polished and professional way. A warm, confident phone manner is also essential. Applicants must be an Australian citizen, permanent resident, or otherwise hold valid working rights in Australia.

What’s on offer

• Discounted access to fitness facilities through Fitness Passport.
• Employee Assistance Program support for you and your family.
• Full training and opportunities to grow your career.
• Free on-site parking.
• Employee referral bonuses and tax-effective salary packaging options.

About the employer

Busways has been delivering safe, reliable, and high-quality bus services for more than 80 years across New South Wales and South Australia. With a workforce of over 2,800 people, the company serves more than 53 million passengers each year and focuses on making every journey a positive one.

Application process and additional details

This is a full-time position based onsite in Kempsey, NSW. The successful candidate will start on an initial 12-month fixed-term contract, with the intention of moving into a permanent role later. This is Busways’ standard hiring approach for admin roles, and the company states that more than 90% of these roles convert to permanent employment.

Applications should include a cover letter explaining who you are and why you would suit the role, plus a current resume outlining your experience. The advert closes on 02/08/2026. Busways says applicants will receive an email outcome. For questions, the recruitment team can be contacted on 02 9497 1800 or recruitment@busways.com.au. Busways is an equal opportunity employer and welcomes applications from Aboriginal and Torres Strait Islander peoples and candidates from diverse backgrounds. Agency applications are not accepted.

Location: Kempsey, New South Wales, Australia.