Lead and inspire a high-performing team, with a focus on coaching, development and bringing out the best in others. Continuous career development in an ever expanded business with Global presence Very Supportive Executive & Leadership Team Manager, Customer Feedback Location: Melbourne, VIC Work Type: Full-time Kinetic is Australia and New Zealand’s largest and most diverse bus operator – moving people, enhancing communities, and committed to being an employer of choice. We’re on the lookout for a dynamic Manager, Customer Feedback to lead our national feedback team and ensure customer insights are at the heart of what we do. This is a pivotal leadership role focused on building a high-performing team, driving continuous improvement, and influencing business decisions with meaningful feedback data. In this role, you will: Lead and develop customer feedback teams across the country, ensuring consistent and high-quality service. Drive the development and implementation of streamlined processes for handling complaints and customer enquiries. Manage escalated complaints, including Ministerial, media-sensitive, tribunal, and Ombudsman cases. Provide insightful reporting and trend analysis to internal and external stakeholders. Champion a customer-centric culture and collaborate across departments to enhance the customer experience. What you’ll bring: Strong leadership experience with a focus on coaching, team performance, and accountability. A background in large, complex corporate environments such as Utilities, Telecommunications, Insurance or similar industries. Proven experience managing high-volume customer feedback functions with a structured and process-driven approach. Demonstrated capability in handling complex and high-profile complaints. An analytical mindset with the ability to translate feedback data into business insights. Excellent communication skills and the ability to influence stakeholders at all levels. Why join Kinetic? Be part of an organisation that genuinely values community, people, and customer service. Work in a collaborative and purpose-driven environment. Help shape the future of public transport experiences across Australia. If you're passionate about delivering exceptional customer outcomes and have experience leading teams in large-scale service organisations, we’d love to hear from you. Apply now to make your mark at Kinetic.
