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Senior Customer Experience Specialist
2 weeks ago
Customer Advocate Role
This role involves ensuring fair outcomes for toll road users by serving as an independent voice and centralizing their interests in the operation, service design, and governance of NSW toll roads.
The ideal candidate will possess expertise in communication, problem-solving, empathy, and conflict resolution, with high-level skills in negotiation and advisory services.
They will be responsible for managing and resolving complaints, identifying systemic issues, and driving improvements to enhance the overall customer experience.
The position requires a strong understanding of stakeholder engagement and the ability to represent customer interests independently and credibly.
Key Responsibilities:
- Advocate on behalf of customers by managing and resolving complaints.
- Act as a spokesperson representing the public interest through expert advice.
- Champion toll road users by embedding customer advocacy into strategic decision-making.
- Lead the oversight and continual improvement of customer complaint handling processes.
- Collaborate with regulators, ombudsmen, and interstate counterparts to promote best practice standards.
- Conduct in-depth investigations into systemic or recurring tolling issues.
- Develop comprehensive reports and data-driven insights to inform strategic planning and support legislative reviews.
