Customer & Operations Centre Officer

at  Service Stream

Primary Location
NSW - Rockdale
Job Description Summary
Rev Up Your Career: Join ConnectSydney as a Customer & Operations Operator in the Fast Lane of Road Asset Excellence.
About the Role
ConnectSydney, a dynamic joint venture between Service Stream, Boral and Johnson Controls, will be delivering the Sydney Road Assets Performance Contract for the Harbour Zone in metropolitan Sydney. We are looking for talented, motivated, and driven individuals to join the team who will be committed to delivering innovative, customer-focused and sustainable outcomes whilst also establishing a positive legacy for our customers and community.
ConnectSydney has a mission to serve our customers in a way that delivers sustainable outcomes every day for the customer, client and contractor. We apply our values to the way we do business and strive to achieve the Stewardship Principles in cooperation with TfNSW
The Customer and Operations Centre Officer will assist in the management of customer service and experience to minimise network disruptions with safety at the forefront of all day-to-day activities. The Officer will also assist with traffic and plant management systems to ensure our assets are free from hazards and enact procedures that ensure the prompt removal of hazards.

Key Responsibilities

• Monitor the network assets and identify faults and on the network using multiple tools such as SCATS, PEGA, SZAS CMC, FMAN & JAMS.
• Incident management – Organising and dispatching of resources to unplanned incidents to minimise impact on the Harbour Zone Network.
• Provide a professional level of customer service to the client regarding daily operations and incident management.
• Provide a professional level of service to customers and investigation and action, working to resolve customer complaints.
• Consider customer experience and minimise network disruptions in carrying out your work.
• Safely and efficiently deliver work while minimising disruption on the network including responding to incidents and events.
• Report and document all incidents, accidents, complaints, and equipment failures.
• Assist the Senior Officer to ensure that the executions of operational activities are in compliance with procedures.
• Identify assets requiring corrective maintenance and initiate process per the operating guidelines.
• Perform duties of a Customer and Operations officer in the 24-hour 7 day week operation of the control room when on the roster.
• Actively participate in the response to unplanned incidents.
• Proactively manage lane availability compliance.

About You

• Relevant experience in working in a control room for a transport network
• Experience in emergency and incident coordination (desirable)
• Experience in customer service
• Current Drivers Licence (Desirable)
• First Aid (Desirable)
• OHS General Induction (Desirable
• Minimum three years experience in a similar role (Traffic Management or Control Room Environment) (Desirable)
• Traffic and plant management systems
• Hazard removal
• Problem solving, technical and analytical skills with the ability to work through complex issues and guide and coach others in the resolution of problems.
• Excellent communication and interpersonal skills to disseminate information, facilitate decision making and build relationships with key stakeholders.
• Ability to multitask under pressure and prioritise works load and decision-making (Essential)

ConnectSydney is an equal opportunity employer who believes diversity of thought, background and experience strengthens relationships and benefits our people, clients, and communities. We are committed to cultivate an inclusive and high-performing culture where our people thrive and are proud to bring their whole selves to work, inspiring a respectful and inclusive environment. ConnectSydney encourages and welcomes the opportunity for applicants to share their lived experiences.
Department
Field Services
How to Apply
If this sounds like you apply now to the Service Stream Recruitment Team via the online application button

• Monitor the network assets and identify faults and on the network using multiple tools such as SCATS, PEGA, SZAS CMC, FMAN & JAMS.
• Incident management – Organising and dispatching of resources to unplanned incidents to minimise impact on the Harbour Zone Network.
• Provide a professional level of customer service to the client regarding daily operations and incident management.
• Provide a professional level of service to customers and investigation and action, working to resolve customer complaints.
• Consider customer experience and minimise network disruptions in carrying out your work.
• Safely and efficiently deliver work while minimising disruption on the network including responding to incidents and events.
• Report and document all incidents, accidents, complaints, and equipment failures.
• Assist the Senior Officer to ensure that the executions of operational activities are in compliance with procedures.
• Identify assets requiring corrective maintenance and initiate process per the operating guidelines.
• Perform duties of a Customer and Operations officer in the 24-hour 7 day week operation of the control room when on the roster.
• Actively participate in the response to unplanned incidents.
• Proactively manage lane availability compliance