Senior Dispute Resolution Specialist - Customer Support

Transurban; Melbourne; Hybrid; AUD 100.000 - 130.000; Vollzeit

Benefits dieser Stelle

Hybrid work

Bonus/Benefits

Zusammenfassung

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.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Complex dispute handling

Coaching & mentoring

Stakeholder management

Written communication

Data analysis

Jobbeschreibung

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.