Transdev John Holland Buses is currently seeking an exceptional Customer Experience Ambassador for our Eastern Suburbs bus network. The Ambassador will be dedicated to support and assist our customers throughout our operational network, providing customer service at key locations and bus stops. This role delivers frontline information and assistance to enhance our customers journeys.
This is a permanent part time position based at several key bus interchanges across the Eastern Suburbs network. The hours of work are Monday to Friday from 6.30am to 10.30am.
In addition, there will be opportunities for additional working hours across weekends and Public Holidays to support special events and the busy summer peak.
About the Role
Proactively engage with and assist all customers to provide timely, relevant and useful information.
Reduce and circumvent potential customer complaints by responding to customer needs as issues arise.
Collect and share feedback from customers to help improve the customer experience.
Actively observe the environment at key interchanges and act to eliminate the common causes of complaints.
Assist drivers with customer enquiries and/or issues during peak travel periods.
Assist all services with boarding and reminding customers to TAP ON with their Opal cards.
Assist in emergencies and notify authorities in the case of an accident/incident.
The role also has a key part to play in managing relationships with local schools and the school students travelling on our services. This involves the following:
Observe and report on service issues such as overcrowding, Opal card compliance, student behaviour.
Assist the driver with boarding, student counts and Opal card compliance.
Working with Service Delivery, Maintenance, Network Planning, Customer Experience and Safety teams to resolve various service issues.
About You
Hold a current or ability to obtain a Working with Children Clearance.
Enthusiastic and energetic
Exceptional face-to-face customer service skills
Ability to engage with and manage school students
Happy to work outdoors (suitable weather-resistant uniform provided)
Experience in crowd management desirable
Experience and/or knowledge of public transport network preferred
High level of interpersonal skills, including conflict resolution, emotional intelligence, problem solving and verbal communication skills
Your Benefits
- FREE Opal Pass to travel within the Sydney metropolitan area*
- Comprehensive Employee Assistance Program promoting positive health and wellbeing outcomes for all our employees.
Access to extensive employee wellbeing programs such as Fitness Passport
Continuous support and ongoing career development.
*As per Transport’s T&C’s
About Transdev John Holland
Transdev John Holland Buses is an integrated joint venture partnership between Transdev Australasia and John Holland combining the know-how of one of the world’s leading mobility companies and one of the nation’s leading integrated infrastructure, transport and building companies.
We understand public transport plays an important part in how communities come to life, and our day to day work influences our families, friends and future generations – where they live, work and play.
As the new bus operator in Sydney’s Eastern Suburbs (Greater Sydney Bus Contract 9) , we have exciting roles available to help us deliver customer focused, safe, reliable and sustainable journeys, connecting people and communities in this iconic part of Sydney.
We are committed to creating a diverse, inclusive and flexible workforce which reflects the community and the customers we serve.
Our Values and beliefs
The work we carry out at Transdev John Holland touches the lives of our families, friends and future generations alike. Contributing to our growing, global business means you can make your mark, push boundaries and reach your maximum potential. As an equal opportunity employer, we are committed to reflecting the diversity of the communities we serve. We support applications from people representing all diversity groups and ages such as Aboriginal and Torres Strait Islander, Lesbian Gay Bisexual Trans and/or Intersex (LGBTI), people with disabilities, religious beliefs, and ethnicity.
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