Customer Support Lead

1 week ago

Melbourne, Victoria, Australia Transurban Full time
About the Role

We are seeking a highly skilled and experienced Customer Specialist Support Lead to join our Customer Specialist Support Flex team. As a key member of our team, you will be responsible for leading a team of Customer Specialist Support Advisors, ensuring fair and effective responses are provided to customers.

Key Responsibilities:

  • Lead a team of Customer Specialist Support Advisors to deliver best-in-class specialist support services to customers
  • Promote a culture of active listening and problem-solving within the team
  • Champion customer needs and use data to drive decisions on behalf of customers
  • Review and maintain systems and procedures to ensure effective and consistent service
  • Undertake quality reviews of cases and provide appropriate feedback

Requirements:

  • Minimum 5 years' experience leading teams in financial hardship and/or dispute resolution, preferably in a contact centre environment
  • Experience leading teams in a customer service environment, including well-developed coaching and performance management skills
  • Well-developed interpersonal and written communication skills, particularly the ability to promote and enhance communication within a team
  • Well-developed skills in MS Office and Windows environments, and previous experience using large databases, CRMs, and information systems

What We Offer:

  • A range of flexible working and leave options, including the option to purchase an additional six weeks of leave each year
  • 16 weeks paid parental leave (regardless of gender or carer status), with no waiting period, with Superannuation paid during unpaid leave as well
  • Learning and development opportunities to support your career interests
  • Health and wellbeing support—access to Headspace and our EAP program, wellness facilities, and more
  • Share offers and insurance benefits
  • Social activities, community give-back programs and paid volunteer days

We are committed to creating a diverse and inclusive workplace where everyone feels comfortable and safe to express their ideas, questions, and concerns. We strongly encourage applications from candidates of diverse backgrounds and lived experiences, including Aboriginal and Torres Strait Islander people and people living with disability.

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