Senior Customer Specialist Support Advisor

Transurban; Melbourne; Hybrid; AUD 100,000 - 130,000; Full time

Benefits offered by this job

Hybrid work

Bonus/Benefits

Job summary

Transurban in Melbourne seeks a Senior Customer Specialist Support Advisor - Dispute Resolutions to resolve complex customer complaints and drive timely outcomes. The role includes addressing escalations, coaching teams, and owning high-risk cases within a fast-paced environment.

You will analyze complaint data to identify systemic issues, support frontline staff, and prepare formal correspondence for executives and external bodies. This is a hybrid, full-time opportunity with strong benefits.

Qualifications

• 3+ years of complex complaint handling and dispute resolution experience.
• Ability to manage high-profile, sensitive cases with sound judgment.
• Proven coaching/mentoring experience to support frontline agents.

Responsibilities

• Investigate and resolve complex customer complaints (including Ombudsman escalations) with timely outcomes.
• Provide coaching, quality assurance, and real-time support to frontline agents to improve handling quality.
• Own high-risk cases, develop fair resolution pathways, reduce impact on leadership teams.
• Analyze complaint data to identify systemic issues and opportunities for process improvements.
• Draft high-quality written correspondence for customers, executives, and external bodies.

Skills

Complex dispute handling

Coaching & mentoring

Stakeholder management

Written communication

Data analysis

Job description

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.What’s in it for you?Before we dive into the role, here is why you’ll love working with us:Full-time Permanent opportunityAttractive salary package (monthly pay-cycle), plus bonus/benefitsGenuine flexibility and hybrid working options to help you balance work and lifeHours of operation: Monday - Friday - 8am to 6pm, on a rotating rosterNo weekends or late evening shiftsDay-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:This role is fast‑paced and dynamic, requiring strong competency skills — including navigating multiple systems, managing several screens at once, and confidently talking while typing.This role will suit someone with a curious mind and transferrable skills and experiences, including: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 timeframesThe ability to independently manage sensitive, high-profile cases with sound judgment, reducing the operational impact of complex disputes on leadership teamsA natural talent for coaching and mentoring, with a dedicated focus on supporting frontline agents, building team capability, and improving complaint-handling quality and consistencyExceptional written and verbal communication skills, with proven experience drafting formal correspondence for senior leaders or external bodiesStrong analytical and investigative skills, with a track record of using data to perform root cause analysis and identify systemic issuesThe ability to build strong relationships and collaborate effectively with internal and external stakeholders, including those in legal, risk, and complianceMust have Full Working rights in AustraliaAbility to successfully complete and clear all required background and criminal history checksIf you meet some of these requirements, but not all, we encourage you to submit your application.What happens next?Applications will be reviewed on an ongoing basis as part of our active recruitment process.Suitable candidates will be invited to complete an initial video interview.Shortlisted candidates will then be progressed to an in-person interview should they meet the requirements of the roleAbout TransurbanAt 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 ValuesReady to help us keep cities moving? Apply today!Job Type:PermanentClosing Date:31-Oct-2026 0:00Please note: The closing date reflects the time zone of the Primary Location for this job posting.Primary Location:Melbourne CBD & Inner Suburbs Melbourne VIC