Customer Specialist Support Manager

Transurban Ltd; City of Melbourne; Hybrid; AUD 120,000 - 170,000; Full time

Benefits offered by this job

Flexible working options

Parental leave

Learning and development

Health and wellbeing support

Share offers and insurance benefits

Volunteer days

Job summary

Transurban is seeking a Customer Specialist Support Manager to lead specialist teams handling the most complex escalations with a data-driven approach. You will partner with Legal, Risk and Corporate Affairs to resolve sensitive matters, influencing policy and ensuring reputational protection while delivering customer-focused outcomes.

The role requires hands-on leadership, process improvement, and executive-level reporting to drive performance across a high-volume environment.

Qualifications

• Proven leadership experience in managing Team Leaders and highly specialised technical experts within a complex, high-volume customer service, advocacy, complaints, or dispute resolution environment.

Responsibilities

• Lead, coach, and mentor a team of Team Leaders and Senior Specialists who handle our highest-risk, most complex escalations, building their capability and creating a high-performance culture driven by data and analytical rigour.
• Provide strategic oversight for our most sensitive customer escalations, ensuring Ombudsman, Ministerial, executive, and media-related matters are resolved with a balance of customer empathy, commercial sense, and reputational care.
• Use your strong analytical skills to monitor performance, manage backlogs, and dive deep into complaint data to identify root causes and drive business-wide process improvements.
• Act as the key point of contact for senior internal stakeholders, providing clear, data-driven reporting and insights on trends, risks, and team performance.

Job description

About the role

We're seeking a Customer Specialist Support Manager to provide strategic leadership to the specialist teams that resolve our most complex and high-risk customer matters.

Reporting to the Senior Customer Service Manager, you’ll join a highly specialised team of experts who partner closely with Legal, Risk, and Corporate Affairs to manage sensitive escalations, including matters from the Tolling Customer Ombudsman and government ministers.

As our Customer Specialist Support Manager, you’ll contribute to lasting and positive changes that shape the future of our cities and communities. It's meaningful, challenging, and exciting work.

Day-to-day, you will:

• Lead, coach, and mentor a team of Team Leaders and Senior Specialists who handle our highest-risk, most complex escalations, building their capability and creating a high-performance culture driven by data and analytical rigour.
• Provide strategic oversight for our most sensitive customer escalations, ensuring that Ombudsman, Ministerial, executive, and media-related matters are resolved with a balance of customer empathy, commercial sense, and reputational care.
• Use your strong analytical skills to monitor performance, manage backlogs, and dive deep into complaint data to identify root causes and drive business-wide process improvements.
• Act as the key point of contact for senior internal stakeholders, providing clear, data-driven reporting and insights on trends, risks, and team performance.

This role will suit someone with a curious mind and transferrable skills and experiences, including:

• Proven leadership experience in managing both Team Leaders and highly specialised technical experts within a complex, high-volume customer service, advocacy, complaints, or dispute resolution environment.
• Previous experience working within a large, highly regulated organisations (such as banking, telecommunications, or utilities) with a deep familiarity with complex policy frameworks and dispute resolution processes.
• A hands-on, highly analytical approach. You are a "numbers person" who is regimented about watching performance metrics daily, proactively managing backlogs, and translating raw operational data into clear executive reports and business cases.
• Direct, practical experience managing sensitive, high-stakes customer escalations, including partnering with Legal, Risk, and Corporate Affairs to resolve Ombudsman disputes, ministerial inquiries, and high-profile, media-related complaints.
• A dedicated coaching style that leads by example, focusing on mentorship, employee engagement, and performance management to build strong capability and confidence within your leadership team.
• A focus on practical delivery and implementation, bringing a proven track record of translating complex insights from complaints into systemic, real-world solutions that drive business-wide process improvements.

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 will 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.