Customer Engagement Officer

Ventia’s Sydney Roads Asset Performance Contract (SRAPC) is seeking a Customer Engagement Officer to join their supportive team in a full-time permanent capacity based at Arndell Park.

You’ll support the contract in fostering a customer-centric culture by engaging with community stakeholders, communicating potential disruptions, minimising customer impact, and promptly resolving inquiries.

What are the benefits?

• Attractive salary package plus loads of employee benefits such as corporate travel discounts, novated leases, private health discounts, credit discounts and more.
• Full time permanent role based in Arndell Park with one work from home day initially.
• Be surrounded by a respectful, supportive, and tenured team, as well as a manager who is focused on your professional growth and development.
• Internal career opportunities across the Transport contract and bigger Ventia business.
• Access to a variety of Health and Wellness initiatives - including the EAP, Fitness Passport, Ventia's Healthy Minds program and Healthy Bodies program.
• Long term opportunity to work with our client – Transport for NSW as the contract is an initial nine-year term commencing July 2021.
• Our contract, SRAPC Parkland covers seven Local Government Areas and offers a fast-paced and varied work environment.

What you’ll do:

• Address inquiries and resolve complaints through both phone and email communication, ensuring prompt, professional, and high-quality responses to enhance customer satisfaction.
• Draft and distribute public-facing community notifications, while fulfilling the commitments outlined in the SRAP Parkland Community Engagement Plan.
• Assess the potential community impacts of our service delivery and collaborate with internal teams to implement effective mitigation strategies wherever feasible.
• Ensure customer databases are consistently updated with the status of inquiries and provide prompt, timely responses to complaints and inquiries.
• Participate in doorknocks and meetings with residents and other stakeholders where required.
• Actively participate in Local Council engagement meetings.

About You:

• Proven experience in a customer-facing role or general customer service, with a strong emphasis on effectively managing and resolving complaints.
• Experience in a customer facing role or general customer service, ideally handling complaints
• Exceptional written and verbal communication skills, with the ability to simplify complex and technical information into clear, concise messages.
• Demonstrated ability to craft thoughtful and high-quality responses to customer feedback.
• Ability to efficiently manage time, prioritize tasks, and collaborate effectively in a fast-paced, high-pressure, deadline-driven environment.

About Ventia
Ventia is a leading infrastructure services company, operating across Australia and New Zealand. Our clients are the owners and operators of assets that are critical to our local communities. Ventia was awarded the Sydney Roads Asset Performance (SRAP) Contract for the Parklands zone by Transport for NSW (TfNSW) and we provide road maintenance and asset management services to the Parklands zone and Intelligent Transport Systems (ITS) throughout Regional NSW.

Diversity

Ventia is enriched by the diverse experiences, talents, and cultures that our people bring to the organisation, while celebrating and respecting the communities we operate in. We are committed to providing a safe and positive environment that provides equal opportunities for individuals of all backgrounds, including Aboriginal and Torres Strait Islander people, LGTBQI+, Women, Veterans and spouses and people with disabilities.

How to apply 

If you are looking to expand your career with a business that rewards and values its employees, please apply below by clicking on the apply now button.

Position Reference Number: 162280