Customer Specialist Support Advisor (Complaints)

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

We're seeking a Customer Specialist Support Advisor (Complaints) 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:

• 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

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:

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 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

Comprehensive training will be provided, ensuring you are fully supported in developing the necessary technical and operational skills to succeed.

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".

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 offer a range of flexible working and leave options, so you can balance your work and life commitments and interests. Have a conversation with us about how this could work for you.

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 want to ensure everyone feels comfortable and safe to express ideas, questions and concerns.

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

Ready to take on your next challenge?