Customer Liaison Officer

About the Company
ComfortDelGro Corporation Australia (CDC) is one of Australia’s leading transport providers and the largest private bus operator in NSW. Our services connect communities every day, and our people are central to delivering a safe, reliable and positive experience for our customers. As part of an international transport group operating across seven countries, CDC offers the stability of an established organisation together with genuine opportunities to develop your career.
About the Role
As a Customer Liaison Officer, you will be a key link between customers, drivers, depot teams and the Operations Control Centre. Working independently across bus stops, schools, interchanges and other key network locations, you will identify issues, respond to changing situations and help ensure customers receive clear, accurate and timely support.
Responsibilities
Supporting customers during service disruptions, planned changes and major eventsProviding a visible and reassuring presence across the bus networkResponding to customer and driver concerns requiring immediate attentionWorking closely with the Operations Control Centre and depot teamsProviding timely information from the field to support operational decisionsInvestigating customer complaints, incidents and service-related concernsIdentifying safety risks and promoting appropriate passenger behaviourUndertaking fare-compliance and revenue-protection activities following trainingPreparing clear, accurate daily reports and investigation findingsIdentifying recurring issues and contributing to practical service improvements
Qualifications
You are observant, composed and comfortable taking responsibility in situations where there may not be an immediate or straightforward solution. You know how to communicate with a wide range of people, including customers who may be frustrated or distressed. You can be empathetic while remaining professional, confident and clear about expectations.
Required Skills
Experience in customer service, transport, community-facing operations, compliance, security, field services or a similarly fast-moving environmentConfidence managing complaints, conflict or challenging behaviourSound judgement and the ability to remain calm under pressureStrong verbal communication and professional report-writing skillsThe ability to work independently, take initiative and manage changing prioritiesA practical, solutions-focused approach to resolving issuesStrong attention to detail and the ability to record information accuratelyAn understanding of Sydney’s public transport network, or the ability to learn it quickly
Preferred Skills
This is an opportunity to move beyond traditional customer service and take on a varied field-based role where your decisions, observations and actions can make an immediate difference.
Pay range and compensation package
You will benefit from:A varied role across the Sydney bus networkThe autonomy to manage situations and take ownership of outcomesA supportive operational and customer-experience teamA stable role within an essential-services industryTraining, development and genuine career opportunitiesThe opportunity to improve the experience of customers and communities across Sydney
Equal Opportunity Statement
CDC NSW is an equal-opportunity employer. We celebrate diversity and are committed to providing an inclusive workplace where everyone is respected and supported.