Senior Dispute Resolution Specialist — Hybrid

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

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.