Lead, Complex Customer Escalations & Support

Transurban Group; City of Melbourne; Sur place; AUD 150 000 - 180 000; Plein temps

Avantages offerts par ce poste

Flexible working options

Parental leave benefits

Learning and development opportunities

Wellbeing support (Headspace/EAP)

Résumé du poste

Transurban Group is seeking a Customer Specialist Support Manager in Melbourne to provide strategic leadership over specialist teams resolving our most complex escalations. Reporting to the Senior Customer Service Manager, you will work with Legal, Risk and Corporate Affairs on sensitive matters including Ombudsman and ministerial inquiries.

You will lead by example, coaching Team Leaders and Senior Specialists, translating data into clear executive insights and driving end-to-end improvements

Qualifications

• Proven leadership experience in managing leaders and highly specialised experts within a complex, high-volume service or disputes environment.
• Hands-on, highly analytical approach with a track record of translating data into executive insights.
• Experience partnering with Legal, Risk and Corporate Affairs on sensitive escalations.

Responsabilités

• Lead, coach and mentor teams handling high-risk escalations to build capability and a high-performance culture.
• Provide strategic oversight for sensitive escalations including Ombudsman/ministerial matters with a balance of empathy, commercial sense and reputational care.
• Monitor performance, manage backlogs, analyse complaint data to identify root causes and drive process improvements.
• Act as the primary point of contact for senior internal stakeholders with data-driven reporting on trends, risks and team performance.

Connaissances

Leadership experience

Analytical mindset

Stakeholder engagement

Coaching & mentoring

Description du poste

Transurban Group is seeking a Customer Specialist Support Manager in Melbourne to provide strategic leadership over specialist teams resolving our most complex escalations. Reporting to the Senior Customer Service Manager, you will work with Legal, Risk and Corporate Affairs on sensitive matters including Ombudsman and ministerial inquiries.

You will lead by example, coaching Team Leaders and Senior Specialists, translating data into clear executive insights and driving end-to-end improvements