Customer Liaison Officer

Be the calm, capable presence customers and operational teams rely on when services don’t go to plan.

This is not a desk-based customer service role. You will work across the Sydney bus network, responding to disruptions, supporting customers, investigating service issues and providing operational teams with timely, practical information from the ground.

No two days will look the same. One day you may be assisting customers during a major disruption; the next, investigating a complaint, monitoring activity at a busy interchange or supporting safer passenger behaviour.

About CDC NSW

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.

The Opportunity

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.

Your observations and feedback will also help inform operational decisions, resolve complaints and improve the way our services are delivered.

What You’ll Be Responsible For

• Supporting customers during service disruptions, planned changes and major events 

• Providing a visible and reassuring presence across the bus network 

• Responding to customer and driver concerns requiring immediate attention 

• Working closely with the Operations Control Centre and depot teams 

• Providing timely information from the field to support operational decisions 

• Investigating customer complaints, incidents and service-related concerns 

• Identifying safety risks and promoting appropriate passenger behaviour 

• Undertaking fare-compliance and revenue-protection activities following training 

• Preparing clear, accurate daily reports and investigation findings 

• Identifying recurring issues and contributing to practical service improvements 

About You

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.

You will bring:

• Experience in customer service, transport, community-facing operations, compliance, security, field services or a similarly fast-moving environment 

• Confidence managing complaints, conflict or challenging behaviour 

• Sound judgement and the ability to remain calm under pressure 

• Strong verbal communication and professional report-writing skills 

• The ability to work independently, take initiative and manage changing priorities 

• A practical, solutions-focused approach to resolving issues 

• Strong attention to detail and the ability to record information accurately 

• An understanding of Sydney’s public transport network, or the ability to learn it quickly 

Why Join CDC NSW?

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.

You will benefit from:

• A varied role across the Sydney bus network 

• The autonomy to manage situations and take ownership of outcomes 

• A supportive operational and customer-experience team 

• A stable role within an essential-services industry 

• Training, development and genuine career opportunities 

• The opportunity to improve the experience of customers and communities across Sydney 

If you are confident working with people, think clearly under pressure and want a role with purpose, variety and responsibility, we would like to hear from you.

Apply now to join CDC NSW.

CDC NSW is an equal-opportunity employer. We celebrate diversity and are committed to providing an inclusive workplace where everyone is respected and supported.