Customer & Operations Centre Officer

Primary Location

NSW - Rockdale

Job Description Summary

Join ConnectSydney as a Customer & Operations Operator in the Fast Lane of Road Asset Excellence - 12-month fixed term contract

About the Role

About Us

ConnectSydney, a joint venture of ServiceStream, Boral, and Johnson Controls, in partnership with Transport for NSW, is entrusted with the management of the Harbour Zone. With a passion for innovation and excellence, we deliver solutions in project management, asset management, fault management, and maintenance, continually striving towards a safer, more sustainable future for Sydney.

Benefits of working with us include:

Flexible Working - All flexibility requests are genuinely considered. This position offers flexible hours.
Discounts - Employee rewards program and employee discounts across hundreds of businesses such as Woolworths, Air BNB, The Iconic, JB HI-FI, Dan Murphys, Bupa Health Care, Specsavers and many more! We also offer access to novated leasing.
Paid Leave - Parental, cultural, community service, study, corporate volunteering and purchased leave available.
Culture – We are committed to fostering a workplace that values diversity and inclusion, where every team member feels empowered to make an impact, grow their career, and feel proud of their contributions.

About the Role:

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 Operator is responsible for monitoring and actioning incoming calls, faults and incidents on the SRAPC Harbour Zone Network.

You will develop an expert knowledge base within the Civil & Intelligent Traffic System (ITS) Industries to assist the Network Operations & Network Delivery teams.

The full-time 12-month role consists of 12-hour shifts that rotate between day and night shifts on a six-weekly basis (4 weeks of night shift, 2 weeks of day shift), providing the Customer and Operations Operator with the benefit of working 7 shifts per fortnight (including one weekend shift per fortnight) whilst maintaining the 24/7 operational capacity of the control room.

Your key responsibilities will include:

Perform duties of a Customer & Operations Operator in the 24/7 operation of the control room when on the roster
Fault Management – Monitor TfNSW Road Assets such as Traffic Signals and Electronic Signs to identify faults and take corrective action.
Job Management – Organise and dispatch resources to attend to faults and unplanned incidents within the network.
Reporting – Report and document accurately all incidents, complaints, observations, and enquiries using the ConnectSydney Job Management System.
Provide a high level of professional service to customers when answering the stakeholder line and emails promptly and accurately.
Coordinate with multiple parties to resolve network incidents in an organised manner and document all details accurately.

About You:

Excellent communication skills both written and verbal.
Strong computer literacy and proficiency with MS Office Suite.
Good attention to detail along with the ability to remain composed when working under pressure (Essential).
Ability to work independently and take ownership of a task or event until deemed complete.
Problem-solving, decision making and conflict-resolution skills alongside the ability to multi-task (Essential)
Experience within a similar role (Traffic Management or Control Room Environment) are desirable but not essential.
Traffic and plant management systems
Civil Works or Intelligent Traffic Systems (ITS) knowledge would be desirable but not essential.

How To Apply

Please submit your interest with the apply button where you will be directed to create a profile on our system. We celebrate diversity at ConnectSydney and welcome applications from people who identify as Aboriginal and/or Torres Strait Islander, people with a disability or neurodivergence, and those from LGBTIQA+, Veteran or other diverse groups.

Feel free to email

Talent.Transport@servicestream.com.au

for any inquiries on how we can best support you with reasonable adjustments to the recruitment process and a designated person will contact you regarding your inquiry.

Department

Field Services

How to Apply

If this sounds like you apply now to the Service Stream Recruitment Team via the online application button.

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