Senior Customer Specialist Support Advisor

Transurban Group; City of Melbourne; On-site; AUD 90,000 - 110,000; Full time

Benefits offered by this job

Flexible working options and leave

Six weeks additional leave option

Sixteen weeks paid parental leave

Learning and development opportunities

Health and wellbeing support

Share offers and insurance benefits

Volunteer days and social activities

Job summary

Transurban Group in Melbourne is seeking a Senior Customer Specialist Support Advisor to deliver expert support and coaching to customer service teams, ensuring high-quality resolutions and exceptional customer experiences.

You will escalate complex inquiries, coach staff, monitor queues and performance, and drive continuous improvement across hardship and dispute processes. A strong background in complaints handling and analytics is valued.

Qualifications

• Strong customer service experience in complaints, hardship, credit or collections within a fast-paced environment.
• Proven coaching and mentoring skills with a passion for developing others.
• Excellent communication and interpersonal skills, with the ability to influence and build relationships at all levels.
• Experience managing complex customer issues and applying effective dispute resolution techniques.
• Analytical and problem-solving skills, with the ability to identify trends and recommend practical improvements.

Responsibilities

• Provide expert support on escalated and complex customer enquiries, ensuring fair, timely and high-quality resolutions.
• Coach and guide team members through quality conversations, training and on-the-job support to uplift capability and performance.
• Monitor real-time customer queues and team performance, helping optimise resources and meet service level targets.
• Identify opportunities for continuous improvement, using customer insights and quality assurance findings to recommend process enhancements.
• Act as a subject matter expert across hardship, complaints and customer resolution processes, supporting policy updates and change initiatives.

Skills

Customer service

Coaching

Communication

Dispute resolution

Analytical thinking

Job description

Senior Customer Specialist Support Advisor

We're seeking a Senior Customer Specialist Support Advisor to deliver specialist support and coaching to customer service teams, ensuring high-quality resolutions and exceptional customer experiences.

Day-to-day, you will:

• Provide expert support on escalated and complex customer enquiries, ensuring fair, timely and high-quality resolutions
• Coach and guide team members through quality conversations, training and on-the-job support to uplift capability and performance
• Monitor real-time customer queues and team performance, helping optimise resources and meet service level targets
• Identify opportunities for continuous improvement, using customer insights and quality assurance findings to recommend process enhancements
• Act as a subject matter expert across hardship, complaints and customer resolution processes, supporting policy updates and change initiatives

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

• Strong customer service experience in complaints, hardship, credit or collections within a fast-paced environment
• Proven coaching and mentoring skills with a passion for developing others
• Excellent communication and interpersonal skills, with the ability to influence and build relationships at all levels
• Experience managing complex customer issues and applying effective dispute resolution techniques
• Analytical and problem-solving skills, with the ability to identify trends and recommend practical improvements

We're seeking a Senior Customer Specialist Support Advisor to deliver specialist support and coaching to customer service teams, ensuring high-quality resolutions and exceptional customer experiences.

Day-to-day, you will:

• Provide expert support on escalated and complex customer enquiries, ensuring fair, timely and high-quality resolutions
• Coach and guide team members through quality conversations, training and on-the-job support to uplift capability and performance
• Monitor real-time customer queues and team performance, helping optimise resources and meet service level targets
• Identify opportunities for continuous improvement, using customer insights and quality assurance findings to recommend process enhancements
• Act as a subject matter expert across hardship, complaints and customer resolution processes, supporting policy updates and change initiatives

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

• Strong customer service experience in complaints, hardship, credit or collections within a fast-paced environment
• Proven coaching and mentoring skills with a passion for developing others
• Excellent communication and interpersonal skills, with the ability to influence and build relationships at all levels
• Experience managing complex customer issues and applying effective dispute resolution techniques
• Analytical and problem-solving skills, with the ability to identify trends and recommend practical improvements

You’llcontinue to receive great 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. If you require any adjustments or support during the recruitment process, please contact the Recruiter for the position.

Job Type

Permanent

Closing Date

16-Oct-2026 0:00

Please note: The closing date reflects the time zone of the Primary Location for this job posting.

Primary Location

Melbourne CBD & Inner Suburbs Melbourne VIC