Senior Customer Specialist Support Advisor

Work Initiatives; Melbourne; Hybrid; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Hybrid working options

Bonuses/Benefits

Monthly pay-cycle

Job summary

Transurban is seeking a Senior Customer Specialist Support Advisor - Dispute Resolutions to resolve complex customer issues, including high-profile escalations, with empathy and timeliness. The role sits in the Customer Resolutions team and supports continuous improvement of the customer experience in a hybrid work environment.

You will coach frontline agents, own high-risk cases, and analyze data to drive systemic improvements.

Qualifications

• Minimum of 3 years of experience in complex complaint handling and dispute resolution.
• Ability to independently manage sensitive, high-profile cases with sound judgment.
• Natural talent for coaching and mentoring, focusing on supporting frontline agents.
• Exceptional written and verbal communication skills, with experience drafting formal correspondence.
• Strong analytical and investigative skills with data-driven root-cause analysis.
• Ability to build relationships and collaborate with internal and external stakeholders including legal, risk and compliance.
• Must have Full Working rights in Australia.
• Ability to complete and clear background and criminal history checks.

Responsibilities

• Act as a subject matter expert, investigating and resolving complex customer complaints (including Ombudsman, CEO, and ministerial escalations).
• Provide coaching, quality assurance, and real-time support to frontline agents to improve complaint-handling quality and consistency.
• Take ownership of high-risk cases, develop fair resolution pathways and reduce impact on leadership teams.
• Analyse complaint data to identify systemic issues and recommend business-wide process improvements.
• Prepare high-quality written correspondence for customers, executives, and external regulatory bodies.

Skills

Complex complaint handling

Dispute resolution

Coaching & mentoring

Written & verbal communication

Analytical & investigative skills

Stakeholder collaboration

Australia work rights

Background checks compliance

Job description

Senior Customer Specialist Support Advisor

We're seeking a Senior Customer Specialist Support Advisor - Dispute Resolutions to provide expert, empathetic, and timely resolutions for our customers' most complex issues. You'll join our innovative and collaborative Customer Resolutions team, dedicated to continuously improving the customer experience.

• Full-time Permanent opportunity
• Attractive salary package (monthly pay-cycle), plus bonus/benefits
• Genuine flexibility and hybrid working options to help you balance work and life
• Hours of operation: Monday - Friday - 8am to 6pm, on a rotating roster
• No weekends or late evening shifts Day-to-day

No weekends or late evening shifts Day-to-day, you will: Act as a subject matter expert, investigating and resolving complex customer complaints (including Ombudsman, CEO, and ministerial escalations) to ensure operational capability and timely resolution timeframes. Provide critical coaching, quality assurance, and real-time support to frontline agents, building their capability, improving complaint-handling quality, and promoting consistent decision-making.

Take full ownership of high-risk cases, developing fair resolution pathways and reducing the impact of complex, sensitive complaints on our operational leaders. Analyse complaint data to identify systemic issues and root causes, providing actionable insights and recommendations to drive business-wide process improvements. Prepare high-quality written correspondence for customers, executives, and external regulatory bodies.

Core Requirements

• Minimum of 3 years of demonstrated experience in complex complaint handling and dispute resolution, with the ability to manage portfolios effectively to maintain team capability and meet strict resolution timeframes
• The ability to independently manage sensitive, high-profile cases with sound judgment, reducing the operational impact of complex disputes on leadership teams
• A natural talent for coaching and mentoring, with a dedicated focus on supporting frontline agents, building team capability, and improving complaint-handling quality and consistency
• Exceptional written and verbal communication skills, with proven experience drafting formal correspondence for senior leaders or external bodies
• Strong analytical and investigative skills, with a track record of using data to perform root cause analysis and identify systemic issues
• The ability to build strong relationships and collaborate effectively with internal and external stakeholders, including those in legal, risk, and compliance
• Must have Full Working rights in Australia
• Ability to successfully complete and clear all required background and criminal history checks

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". Enjoy great benefits at Transurban.

For more information: Benefits I Diversity & Inclusion

I Values Ready to help us keep cities moving?