Customer Operations Officer
Posted on April 28, 2026 by Transport for NSW
- Mascote, Australia
- N/A
- Full Time
Customer Operations Officer
Organisation/Entity: Transport For NSW
Job category: Projects
Job location:
Sydney, NSW, AU, 2020
Job reference number: 104188
Employment type: Permanent Full-Time
Salary range: $121175.0-$135716.0
You want to play a part in making NSW a better place to work, live and travel.
You’re called upon to help decision makers identify the options that best match their objectives. This is your opportunity to deliver exceptional services to the people of NSW, create innovative solutions, and foster strong partnerships.
In this role, you'll:
Provide specialist system and operational support within the Special Number Plates (SNP) business. The role draws on strong knowledge of legacy systems, processes and frameworks that underpin number plate management and vehicle registration.
You will ensure accuracy, compliance and consistency in day-to-day SNP operations, manages customer and stakeholder enquiries, and supports the delivery of system enhancements and process improvements that strengthen commercial outcomes and customer experience.
You will be working closely with the Contract and Revenue Optimisation team, the role contributes to operational initiatives, system testing and continuous improvement activities to ensure the SNP business continues to meet its commercial, operational and customer objectives.
- Interpret and apply relevant system processes, frameworks and policies to support accurate, compliant and consistent decision-making within the SNP business
- Maintain a strong operational understanding of DRIVES and related systems, providing guidance on plate records, ownership history, registration interactions and data integrity
- Liaise with Service NSW and other key internal stakeholders to resolve customer, system or data issues efficiently and accurately
- Provide advice and guidance to the Concessionaire on number plate content approvals, restricted categories and applicable business frameworks, ensuring alignment with established operating policies and standards
- Monitor and maintain documentation associated with lost and stolen number plates, identifying opportunities to improve processes, turnaround times and customer experience
- Support the review and continuous improvement of SNP operational processes, including streamlining approval workflows and enhancing efficiency
- Contribute to system enhancement projects by working with developers, supporting testing activities, identifying risks and validating outcomes prior to deployment
- Support broader operational and project activities across the SNP business to ensure commercial, operational and customer outcomes are achieved
For more information on this position and business unit, view the role description and information pack.
About you
- Demonstrated experience and strong working knowledge of DRIVES operational systems and processes is essential
- Demonstrated ability to interpret policies, frameworks and procedures to inform sound operational decision-making
- Experience providing high-quality customer service and stakeholder support in a complex or commercially oriented environment
- Well-developed written and verbal communication skills, with the ability to prepare accurate correspondence, reports and system documentation
- Experience contributing to system or process improvement initiatives, including testing enhancements to legacy systems (desirable)
- Familiarity with financial or operational reporting, purchase order processes or basic budget administration (desirable)
- Demonstrated experience in customer liaison, operational support or business administration within a complex environment
- Tertiary qualifications in business, commerce, customer service, or an equivalent combination of relevant experience
Who we are
Transport for NSW provides a safe, integrated, and efficient transport system. We connect people, communities and industry every day.
Join us
Our workforce is as diverse as the community we serve. If you’d like further information on our inclusion and diversity initiatives, visit Transport careers.
Flexible work options may be available. Learn more via Flexible work options and policy
Apply today
Applications close 11:59 PM Monday 18 May 2026
For more information about this role, please contact MARY.NOROUZIFAR@TRANSPORT.NSW.GOV.AU.
Aboriginal people and people living with disability are supported throughout the recruitment process and at work, and we encourage you to apply. Visit Supporting Aboriginal People or Supporting People with Disability for more information or speak to your talent team member to arrange any adjustments to how you interact with us.
Learn more about how to apply via Our recruitment process | Transport for NSW
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Advertised until:
May 28, 2026
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