Customer Complaints Resolution Advisor

Transurban; Melbourne; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Flexible working

Parental leave

Learning & development

Headspace & EAP

Share offers

Volunteer days

Job summary

Transurban is seeking a Customer Specialist Support Advisor (Complaints) to provide expert, empathetic, and timely resolutions for complex customer issues across channels. You will join an innovative, collaborative team focused on continuously improving the customer experience.

In this fast-paced role, you’ll manage escalated complaints by phone and email, investigate cases with stakeholders, and drive fair outcomes.

Qualifications

• Minimum 2 consecutive years of experience in a high-volume contact centre environment, complaint-handling or credit/collections role, with dispute resolution techniques
• A natural ability to de-escalate conflict and a methodical approach to finding fair and effective solutions for all parties
• The ability to juggle multiple complaints and sensitive cases end-to-end without sacrificing quality or customer experience
• Strong verbal and written communication skills, able convey complex information clearly, concisely, and respectfully to diverse audiences
• Highly developed empathy and active listening skills, allowing you to truly understand and address customer needs
• A collaborative nature and a demonstrated commitment to working as part of a supportive, continuous-improvement-focused team
• Must have Full Working rights in Australia
• Ability to successfully complete and clear all required background and criminal history checks

Responsibilities

• Manage escalated customer complaints via voice and email, handling cases in a timely and professional manner
• Investigate and resolve complex cases, partnering with customers, developing agreed courses of action aligned with our Customer Promises, and providing regular progress updates
• Build and maintain strategic relationships with internal teams and external partners, including community and financial counselling groups
• Identify systemic or recurring issues and provide valuable feedback to the business to help improve processes and prevent future complaints
• Take full accountability for stakeholder inquiries, providing clear, concise written correspondence and applying authorised credits or waivers to achieve fair outcomes

Skills

High-volume support

Complaint handling

Dispute resolution

De-escalation

Multitasking

Verbal & written comms

Empathy & active listening

Team collaboration

Australian work rights

Job description

Transurban is seeking a Customer Specialist Support Advisor (Complaints) to provide expert, empathetic, and timely resolutions for complex customer issues across channels. You will join an innovative, collaborative team focused on continuously improving the customer experience.

In this fast-paced role, you’ll manage escalated complaints by phone and email, investigate cases with stakeholders, and drive fair outcomes.