Customer Specialist Support Advisor

Transurban; City of Melbourne; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Onsite training 4–6 weeks

Flexible working arrangements

Bonus/benefits

Parental leave options

Job summary

Transurban is seeking a Customer Specialist Support Advisor - Dispute Resolutions in Melbourne to resolve complex customer issues with empathy and timeliness. You will join a collaborative team focused on improving the customer experience, with mandatory onsite training and a structured development path.

The role involves handling escalated complaints across channels, de-escalating conflicts, and delivering clear, concise updates to customers while working with internal and external partners.

Qualifications

• Minimum 2 consecutive years in a high-volume contact centre, complaint-handling or credit/collections role with dispute resolution techniques.
• Ability to de-escalate conflict and find fair, effective solutions for all parties.
• Capable of handling multiple complaints end-to-end without compromising quality.

Responsibilities

• Manage escalated customer contact regarding complaints via calls and email.
• Investigate and resolve complex cases, providing progress updates.
• Build relationships with internal teams and external partners.
• Identify systemic issues and feedback to improve processes.
• Provide clear written correspondence and apply credits/waivers to achieve fair outcomes

Skills

Complaint handling

De-escalation

Written communication

Empathy

Multitasking

Collaboration

Job description

We’re seeking a Customer Specialist Support Advisor - Dispute Resolutions to provide expert, empathetic, and timely resolutions for our customers' most complex issues. You’ll join an innovative and collaborative team, dedicated to continuously improving the customer experience.

What’s in it for you? Before we dive into the role, here is why you’ll love working with us:

• Full-time Permanent opportunity
• Attractive salary package (monthly pay-cycle), plus bonus/benefits
• You must commit to 4-6 weeks of paid, onsite training.
• Following training, flexible working arrangements may apply in accordance with company policy and business requirements.

Hours of operation:

• Monday - Friday - 8am to 6pm, on a rotating roster
• No weekends or late evening shifts

Day-to-day, you will:

• Manage all aspects of escalated customer contact in relation to complaints via various channels, including voice (calls) 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

Core Requirements:

• 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

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”.

With a career at Transurban, you’ll enjoy a range of benefits, including:

• A range of flexible working and leave options, including the option to purchase an additional six weeks of leave each year
• 16 weeks paid parental leave (regardless of gender or carer status), with no waiting period, with Superannuation paid during unpaid leave as well
• Learning and development opportunities to support your career interests
• Health and wellbeing support-access to Headspace and our EAP program, wellness facilities, and more
• Share offers and insurance benefits
• Social activities, community give-back programs and paid volunteer days

We embrace diversity with a foundation of safety, wellbeing and inclusion; where everyone belongs. We treat everyone with fairness, consideration and respect, regardless of gender, gender identity, marital or family status, sexual orientation, age, ethnicity, religious beliefs, cultural or socio-economic background, perspective, and experience – whether they work for us or not.

We strongly encourage applications from candidates of diverse backgrounds and lived experiences, including Aboriginal and Torres Strait Islander people and people living with disability.

Job Type: Permanent

Closing Date: 09-Nov-2026 0:00

Primary Location: Melbourne CBD & Inner Suburbs Melbourne VIC

Transurban is driven by bringing people and places closer. The roads we plan, build, operate and maintain make communities stronger, across North America and Australia. Together, we’re building a future that marries traditional infrastructure with emerging technology. We’re making roads ready for driverless cars and predicting accidents before they happen. We’re getting people where they’re going. And we’re doing it faster, smarter and safer, every last one of us.