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Customer Service Continuity Lead

2 months ago

Melbourne, Victoria, Australia Transurban Full time
About the Role

We are seeking a highly skilled and experienced Customer Service Continuity Lead to join our team at Transurban. As a key member of our operations team, you will be responsible for ensuring that incidents across our customer service teams and external suppliers are managed consistently to minimize impacts on service delivery.

This includes incidents or outages in contact centre operations (including external platforms) and tag operations. You will work closely with our supplier governance team to provide leadership and coaching to ensure timely responses to incidents.

Key Responsibilities

  • Lead the Supplier Governance team to ensure timely responses to incidents
  • Facilitate discussions and/or workshops to collaboratively plan outages and respond to incidents
  • Be the key interface for suppliers in the event of an incident
  • Lead the team in the prioritization of incidents, representing customer service's needs and advocating for the customer experience
  • Lead the team to drive emergency management and business disruption exercises

Requirements

  • Minimum 5 years' leadership experience in a similar role in a contact centre environment, with a focus on incident or risk management
  • Experience in leading, developing, and managing the performance of teams
  • Experience working in both Australia and The Philippines' contact centres
  • Experience in incident management and business continuity processes

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

About Us

We are a leading provider of city-sized solutions, building and operating safer, smarter, and more sustainable roads to solve pressing transport challenges. We are committed to creating a workplace that is inclusive, diverse, and safe for everyone. We encourage applications from candidates of diverse backgrounds and lived experiences, including Aboriginal and Torres Strait Islander people and people living with disability.

If you require any adjustments or support during the recruitment process, please contact us.