At a Glance
- Tasks: Resolve complex customer complaints and coach frontline agents for better service.
- Company: Join Transurban, a leader in innovative infrastructure solutions.
- Benefits: Attractive salary, bonuses, flexible work options, and career growth.
- Other info: Dynamic team environment with ongoing learning opportunities.
- Why this job: Make a real impact on customer experiences while developing your skills.
- Qualifications: 3+ years in complaint handling, strong communication, and analytical skills.
The predicted salary is between 66150 - 80850 $ per year.
We’re seeking a Senior Customer Specialist Support Advisor - Dispute Resolutions to provide expert, empathetic, and timely resolutions for our customers' most complex issues. You’ll join our innovative and collaborative Customer Resolutions team, dedicated to continuously improving the customer experience.
What’s in it for you?
- Full-time Permanent opportunity
- Attractive salary package (monthly pay-cycle), plus bonus/benefits
- Genuine flexibility and hybrid working options to help you balance work and life
- Hours of operation: Monday - Friday - 8am to 6pm, on a rotating roster
- No weekends or late evening shifts
Day-to-day, you will:
- Act as a subject matter expert, investigating and resolving complex customer complaints (including Ombudsman, CEO, and ministerial escalations) to ensure operational capability and timely resolution timeframes.
- Provide critical coaching, quality assurance, and real-time support to frontline agents, building their capability, improving complaint-handling quality, and promoting consistent decision-making.
- Take full ownership of high-risk cases, developing fair resolution pathways and reducing the impact of complex, sensitive complaints on our operational leaders.
- Analyse complaint data to identify systemic issues and root causes, providing actionable insights and recommendations to drive business-wide process improvements.
- Prepare high-quality written correspondence for customers, executives, and external regulatory bodies.
Core Requirements:
- This role is fast‑paced and dynamic, requiring strong competency skills — including navigating multiple systems, managing several screens at once, and confidently talking while typing.
- This role will suit someone with a curious mind and transferrable skills and experiences, including:
- Minimum of 3 years of demonstrated experience in complex complaint handling and dispute resolution, with the ability to manage portfolios effectively to maintain team capability and meet strict resolution timeframes.
- The ability to independently manage sensitive, high-profile cases with sound judgment, reducing the operational impact of complex disputes on leadership teams.
- A natural talent for coaching and mentoring, with a dedicated focus on supporting frontline agents, building team capability, and improving complaint-handling quality and consistency.
- Exceptional written and verbal communication skills, with proven experience drafting formal correspondence for senior leaders or external bodies.
- Strong analytical and investigative skills, with a track record of using data to perform root cause analysis and identify systemic issues.
- The ability to build strong relationships and collaborate effectively with internal and external stakeholders, including those in legal, risk, and compliance.
- Must have Full Working rights in Australia.
- Ability to successfully complete and clear all required background and criminal history checks.
If you meet some of these requirements, but not all, we encourage you to submit your application.
What happens next?
Applications will be reviewed on an ongoing basis as part of our active recruitment process. Suitable candidates will be invited to complete an initial video interview. Shortlisted candidates will then be progressed to an in-person interview should they meet the requirements of the role.
About Transurban
At Transurban, we show up with an open mind and a focus on what matters. Here, your work shapes real-world outcomes. Every day, we step into our customers’ shoes to understand what creates the most value for them on and off the road. Through smart technology and continuous innovation, we’re redefining how roads and infrastructure connect communities, and make our cities safer, easier, and more efficient. With us, you’ll learn, grow, and broaden your skills through purposeful work. And together we are guided by our purpose to “Be the link between people, places and progress”.
Enjoy great benefits at Transurban.
Ready to help us keep cities moving? Apply today!
Senior Customer Specialist Support Advisor in Melbourne employer: Transurban
Transurban is an exceptional employer that fosters a collaborative and inclusive work culture, where employees can see the tangible impact of their contributions to urban transport solutions. With a strong emphasis on flexibility, diversity, and employee wellbeing, Transurban offers numerous growth opportunities and encourages open communication, making it a rewarding place for professionals looking to make a difference in the community.
