Senior Advocate for Customer Interests

11 hours ago

Sydney, New South Wales, Australia beBeeCustomer Full time $180,000 - $200,000

Job Title: Senior Advocate for Customer Interests

 

Role Overview:

This senior leadership role focuses on ensuring fair outcomes for toll road users by advocating their interests in the operation, service design, and governance of NSW toll roads.

The ideal candidate will have significant experience in managing complex regulated business operations and stakeholder relationships across government, industry, and regulatory bodies. They will be able to analyse systemic issues and influence service or policy improvements based on customer insights.

Main Responsibilities:

  • Advocate on behalf of customers by managing and resolving complaints, identifying systemic issues, and driving improvements that enhance the overall customer experience.
  • Act as a spokesperson, representing the public interest through expert, impartial advice and providing timely and accurate information about toll roads and toll road services.
  • Champion toll road users by embedding customer advocacy into strategic decision-making, ensuring that community concerns, feedback, and evolving expectations are actively considered and influence operational policies and programs.
  • Lead the oversight and continual improvement of customer complaint handling processes, ensuring timely, fair, and effective resolution in line with internal policies, legislative requirements, and industry best practice standards.

About You:

  • Proven ability to work independently and collaboratively as part of a team to achieve organisational objectives.
  • High-level communication, negotiation, and advisory skills, with the ability to represent customer interests credibly and effectively.

Benefits:

This is a senior executive role offering an attractive remuneration package and opportunities for professional growth.

 

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