Chief Customer Advocate

2 weeks ago

Sydney, New South Wales, Australia beBeeCustomerAdvocacy Full time $193,465 - $226,041

About Customer Advocacy


Our customer advocacy role requires a strong voice to represent the interests of toll road users. This position plays a key part in ensuring that their needs are central to the operation, service design, and governance of NSW toll roads.


This role fosters satisfaction and service experiences that transform lives of customers, motorists, and community by managing and resolving complaints, identifying systemic issues, and driving improvements that enhance the overall customer experience.

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About Us


We deliver safe and reliable toll roads and services for the people of NSW in a fair, efficient, effective, and financially responsible way. Our focus is on embedding customer advocacy into strategic decision-making, ensuring that community concerns, feedback, and evolving expectations are actively considered and influence operational policies and programs.

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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 overseeing and continually improving customer complaint handling processes, ensuring timely, fair, and effective resolution in line with internal policies, legislative requirements, and industry best practice standards.
  • Lead investigations into systemic or recurring tolling issues, using data insights and customer feedback to diagnose root causes and propose strategic, long-term improvements.
  • Collaborate with regulators, ombudsmen, and interstate counterparts, to promote best practice standards and ensure decision-making reflects community expectations.
  • Develop comprehensive reports, data-driven insights, and submissions that articulate toll road user experiences, emerging issues, and the impact of advocacy initiatives.

About You



  • You will need significant experience in managing complex regulated business operations and stakeholder relationships across government, industry, and regulatory bodies.
  • You must be able to analyse systemic issues and influence service or policy improvements based on customer insights.
  • You should have high-level communication, negotiation, and advisory skills, with the ability to represent customer interests independently and credibly, including to the public and media.
  • You may have relevant tertiary qualifications and/or demonstrated extensive equivalent professional experience.

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