Customer Service Administrator

UGL Transport is a diversified transport company delivering critical assets and essential services that sustain and enhance the environment in which we live. Our capabilities extend across a broad range of services and whole-of-life solutions across the Transport sector, utilising world-leading, sustainable and innovative technologies. We partner with some of the world’s largest blue-chip companies, government agencies, private enterprise and public institutions.

We are guided by our Company values, which extend to all leaders and team members and across all departments within the company.

UGL Regional Linx (UGLRL) is a subsidiary of UGL, headquartered in Orange, NSW, with regional depots throughout the state. We focus on creating job opportunities in regional and rural communities, with over 85% of our workforce based in regional NSW. We manage the CRN – Country Regional Network, ensuring the safe transportation of people and goods across NSW.

Job Purpose

The Customer Service Administrator is an integral member of the Stakeholder Engagement and Communications Team and is the first responder to customer enquiries or complaints.

The CS Administrator manages all incoming phone calls and emails, ensures all communication is lodged in the Customer Relationship Management System (CRM) and triages all requests to the correct business unit.

As needed, the CS Administrator is required to identify, address and escalate complex issues to the Community Relations Officers and the Stakeholder Engagement and Communications Lead. The CS Administrator is required to provide accurate information to external customers regarding their complaints or problems.

Key Responsibilities

• Act as the main liaison for UGLRL for external stakeholders, including residents, local businesses, councils, community groups and industry.
• Manage the enquiry phone line and enquiry email in line with the allowable timeframes and direct all communication to the correct business unit.
• Process telephone and email complaints and enquiries from the public, media or government bodies, and provide relevant information for the Stakeholder Engagement and Communications Lead to act on.
• Manage the CRM system, ensuring all contact and communication are lodged, manage the caseload, and advise the Stakeholder Engagement and Communications Lead of escalating complaints or issues.
• Support the Stakeholder Engagement and Communications team with stakeholder engagement activities, including notifying residents and landholders of project works and potential noise or traffic changes.
• Provide information to the Stakeholder Engagement and Communications team for content on external channels, including Facebook, LinkedIn, the UGLRL website and the intranet, in accordance with the media policy.
• Identify, develop and maintain internal and external stakeholder group lists.
• Knowledge and/or experience in data analysis using tools such as Excel or Power BI would be highly regarded.
• Assist in the development of internal communications to engage, inform, guide and support businesses across a broad range of initiatives, issues and activities.

Qualifications

• Experience in a call centre or enquiries and complaints handling environment.
• Experience in customer service.
• Experience and/or training in data analytics tools such as Excel or Power BI would be advantageous.
• Outstanding oral and written communication skills to establish effective working relationships with a wide range of people.
• Experience in a role that demands self-motivation, resilience and service orientation.
• Ability to set and meet deadlines and follow through within a fast-paced environment.
• Ability to prioritise competing workloads and demands.

Diversity

We embrace diversity in all its forms—backgrounds, ideas, work styles and perspectives. As an Equal Opportunity Employer, we strongly encourage applications from women, individuals with disabilities, Aboriginal & Torres Strait Islander people, mature-aged workers and those from culturally diverse backgrounds.

We encourage you to apply even if you do not meet 100% of the requirements.

Our selection process includes relevant screening checks such as national criminal history and pre-employment medical assessments, including drug and alcohol screening.

REF:269922