Supervisor- Customer Service Officer

Supervisor – Customer Service Officers (CSO)

Location: Melbourne

Company: Kinetic

About Kinetic

At Kinetic, we are committed to improving the livelihoods of the communities in which we live and operate. We move people, enhance communities, and strive to be an employer of choice.

About the Role

We are seeking a highly motivated Supervisor – CSO to lead our team of Customer Service Officers. In this role, you will be responsible for ensuring excellent customer support and transportation information while managing resources to meet contract KPIs and deliver a customer-centric experience.

Key Responsibilities:

• Manage daily operations, including workforce planning, rostering, and resource allocation
• Lead, mentor, and engage a team to drive high performance and alignment with company values
• Monitor and analyse employee performance, implementing improvement strategies
• Oversee absences, return-to-work processes, and employee wellbeing
• Assist with recruitment, onboarding, and training of new team members
• Foster a customer-focused culture and ensure a positive passenger experience
• Investigate incidents and complaints, identifying root causes and implementing solutions
• Promote workplace safety, compliance, and continuous improvement initiatives
• Build strong relationships with key stakeholders, including government bodies, police, and customers

About You:

• Experience leading teams in a fast-paced operational environment
• Strong communication and interpersonal skills with the ability to make critical decisions under pressure
• Knowledge of operational systems, logistics, and workforce management
• Ability to manage investigations, performance cases, and team engagement initiatives
• Highly organised, with the ability to prioritise and adapt to changing demands
• Strong computer literacy, including Microsoft Office and business intelligence software
• Medium rigid driver’s licence and working with children check (or willingness to obtain)

Why Join Us?

• Be part of a leading organisation committed to community and customer service
• Work in a dynamic, people-focused environment with opportunities for growth
• Competitive salary and benefits

If you’re a proactive leader passionate about customer service and team development, we’d love to hear from you. Apply now!