Enhancing Toll Road Experiences: A Customer Advocacy Position

2 weeks ago

Sydney, New South Wales, Australia beBeeCustomer Full time $150,000 - $180,000
Customer Advocate Role Summary

The Customer Advocate will ensure fair outcomes for toll road users by serving as an independent voice in the operation, service design, and governance of NSW toll roads.

This role requires expertise in communication, problem-solving, empathy, and conflict resolution. The successful candidate will foster satisfaction and service experiences that transform the lives of customers, motorists, and community members.

The Customer Advocate will manage and resolve complaints, identify systemic issues, and drive improvements to enhance the overall customer experience.

Responsibilities
  • Advocate on behalf of customers by managing and resolving complaints, identifying systemic issues, and driving improvements to 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.
  • Collaborate with regulators, ombudsmen, and interstate counterparts, to promote best practice standards and ensure decision-making reflects community expectations.
  • Conduct in-depth 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 internal and external stakeholders to implement solutions that strengthen customer trust, improve equity, and reduce future complaints.
Requirements
  • Significant experience in managing complex regulated business operations and stakeholder relationships across government, industry, and regulatory bodies.
  • Proven ability to analyze systemic issues and influence service or policy improvements based on customer insights.
  • High-level communication, negotiation, and advisory skills, with the ability to represent customer interests independently and credibly, including to the public and media.
  • Relevant tertiary qualifications and/or demonstrated extensive equivalent professional experience.
Benefits

This is a Transport Senior Service role offering an attractive remuneration package and access to a range of unique government benefits in a flexible work environment like no other.

Join our workforce, which is as diverse as the community we serve. We offer a wide range of employee benefits, including flexible and hybrid work options.

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