Head of Complex Escalations & Customer Support

Transurban Ltd; City of Melbourne; Hybride; AUD 120 000 - 170 000; Plein temps

Avantages offerts par ce poste

Flexible working options

Parental leave

Learning and development

Health and wellbeing support

Share offers and insurance benefits

Volunteer days

Résumé du poste

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.

Responsabilités

• 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.

Description du poste

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.