Customer and Operations Center Officer

Job description

Please note that we are not a traffic control company Purpose of the role This role is responsible for the monitoring and actioning of incoming calls, faults and incidents that occur on TfNSW Roads and TfNSW ITS Assets. You will be expected to develop an expert understanding of customer requirements and working procedures, to support our service delivery teams. The role is 12 hour shifts consisting of a 4 days on 4 days off shift pattern, on 24/7 rotating roster. Areas of responsibility and tasks Perform duties of a fault and dispatch operator in the 24X7 operation of the control room when on the roster, to assist the company in fulfilling Sydney Road Asset Performance Contract KPI’s Fault Management - Monitor Transport Road assets like traffic signals/electronic signs to identify faults and take corrective action using different real time monitoring systems. Job management – Organize and dispatch resources to attend routine faults, unplanned incidents, and planned maintenance. Reporting - Report and document accurately all incidences, accidents, complaints, observations, and enquiries using specially developed app. Use the in -built reporting feature to create and send monthly reports. Identify the potential failures and defects in the assets from the preventative maintenance report and take necessary action to dispatch resources to fix them. Provide high level of professional service to customers by answering calls and emails within a timely and accurate manner. Also, investigate, action, and work towards resolving customer complaints as per the service level agreements. Co-ordinate with multiple parties to resolve incidences in the network in organized manner and documenting all the required details correctly. Knowledge & Skills Excellent communication skills, both written and verbal Good attention to detail along with the ability to remain composed when working under pressure is essential Strong computer literacy and proficiency with MS Office Suite Ability to work independently and take ownership of tasks and incidents until completion Be able to build relationships with colleagues and customers Solid analytical, decision making, conflict resolution and problem-solving skills Superior organizational skills with the ability to multi-task Experience in control room environment and Intelligent Traffic System (ITS) or SCATS knowledge would be desirable but not essential ITIL Certification advantageous. Uniting what’s next in traffic Yunex strongly encourages applications from Aboriginal and Torres Strait Islander candidates, women, candidates living with a disability, members of the LGBTQ community and culturally and linguistically diverse people. Yunex has a global Environment, Social and Governance (ESG) Framework which includes goals for diversity and inclusion aligned to the United Nations Sustainable Development Goals. Our Policy for Equity, Diversity, Inclusion and Belonging (EDIB) empowers and supports everyone across Yunex in further creating a workplace where everyone can thrive. We’d love to hear from you!