Keolis Downer is seeking a qualified professional with experience in customer service delivery and communication to join our team in the pivotal role of Customer Experience, Stakeholder, and Communications Manager on a full-time permanent basis. This position is situated within our Northern Beaches Operation and is based in Brookvale.

If you demonstrate robust interpersonal and stakeholder management skills, along with effective negotiation abilities that advance business objectives, we are looking for you to contribute to the success of Keolis Downer Northern Beaches in 2025 and beyond.

With our fleet expanding to include brand new Zero Emission Buses, there’s never been a more exciting time to join Keolis Downer Northern Beaches.

Become a part of our dynamic, collaborative, and enthusiastic team, please see further details below and consider applying today!

About the Role:

The Customer Experience and Stakeholder Engagement Manager is tasked with driving essential customer initiatives, enhancing service delivery, and fostering robust relationships with both internal and external stakeholders to ensure alignment with organizational objectives.

In this position, you will also be responsible for developing and executing the quarterly Customer Experience Plan, promoting excellence across all facets of the Keolis Downer Northern Beaches (KDNB) team.

Furthermore, the manager will oversee the administration of the annual Operator Stakeholder Engagement Plan, Operator Communications and Marketing Plan, Accessible Transport Action Plan, and School Safety Program.

Directly reporting to the Keolis Downer Norther Beaches General Manager.

To be eligible for this opportunity you will have:

Qualification in transport, management, or a related discipline.

Experience and proven performance in the delivery of customer experience outcomes in transport operations or an equivalent environment.

Skills in data analytics.

We are looking for someone who has:

Knowledge of the transport industry's regulatory and operational aspects.

Customer-first mindset.

Proven leadership in staff management and operational change.

Excellent organizational, time management, and problem-solving abilities.

High attention to detail and focus on continuous improvement.

Advanced computer literacy and analytical thinking.

Responsibilities:

Manage, lead and control the Customer Service Team, including Customer Service Manager/ Coordinator, Customer Service Officers others as developed within the organizational structure.

Respond promptly and professionally to Ministerial and TfNSW correspondence, as well as sensitive customer feedback.

Promote a customer-centric perspective throughout the organization, guaranteeing that solutions are both aligned with customer needs and commercially viable.

Collaborate with the Planning team to design timetables and services that meet customer needs and commercial goals.

Manage internal communications for consistent employee engagement. Analyze operational and customer feedback to track performance and identify improvement opportunities

Develop and maintain strong partnerships with stakeholders in the Northern Beaches and Lower North Shore to address local needs.

Implement innovative solutions to enhance customer experience and adapt to changing service needs.

Promote public transport as a sustainable travel option that connects communities to key destinations.

Enhance and optimize the Lost Property process to increase operational efficiency and customer satisfaction.

What we offer you:

Retail Discounts: Access exclusive discounts at hundreds of retailers across over 9,000 locations in Australia through your mobile wallet.

Health and Wellbeing Programs We priorities work-life balance by offering flexible working arrangements, wellness programs, staff discounts, and Fitness Passport memberships for you and your family.

Collaborative Culture: Foster and lead supportive and dynamic team that values your contributions and offers opportunities for professional development both within KD Northern Beaches, KD Bus business units nationally and Keolis Downer across Australia and the Keolis Group internationally.

How to Apply?

If you are interested in this position, please click below to apply today! Applications close 5th September 2025.

For further information or any questions about your potential future with Keolis Downer Northern Beaches, please reach out to the KDNB Recruitment Team for further information via email to [email protected] or call us on 0460 659 949.

Keolis Downer operate and integrate all types of mobility services for more than 250 million passenger journeys each year in Sydney’s Northern Beaches, Newcastle, the Gold Coast, Brisbane, Perth, Adelaide and regional South Australia.

As a proud RAP organization, Keolis Downer is committed to achieving a diverse workforce and strongly encourages applications from Aboriginal and Torres Strait Islander peoples as well as individuals from culturally diverse backgrounds.

Keolis Downer Northern Beaches is an equal opportunity employer that promotes diversity and inclusion. We are committed to equal employment opportunities and encourage applications from all individuals, regardless of background, experience, identity, ability, or thinking style. We assess applicants with criminal histories based on the specific requirements of each position, considering each application on its merits.

The Keolis Downer culture encourages and rewards bright people who work effectively and deliver innovative value creation solutions to the business.