Customer Service Continuity Lead

Working at Transurban is different; it’s a place where you can see the benefits of your work play out in real life, every day. We create city-sized solutions building and operating safer, smarter, and more sustainable roads to solve pressing transport challenges that are slowing cities down.

About the role

We’re seeking a Customer Service Continuity Lead to ensure incidents across 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’ll join a team that will supports the management of risks, implementation of business continuity planning (BCP) and real-time incident management.

As our Customer Service Continuity Lead you’ll contribute to lasting and positive changes that shape the future of our cities and communities. It’s meaningful, challenging and exciting work.

Day-to-day, you will:
- Lead the Supplier Governance team, providing leadership and coaching 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 prioritisation of incidents, representing Customer Service’s needs and advocating for the customer experience- Lead the team to drive emergency management and business disruption exercises

This role will suit someone with a curious mind and transferrable skills and experiences, including:
- 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

This role will suit someone with a curious mind and transferrable skills and experiences, including:
With a career at Transurban, you’ll enjoy a range of benefits, including:
- 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 offer a range of flexible working and leave options, so you can balance your work and life commitments and interests. Have a conversation with us about how this could work for you.

We embrace diversity with a foundation of safety, wellbeing and inclusion; where everyone belongs. We treat everyone with fairness, consideration and respect, regardless of gender, gender identity, marital or family status, sexual orientation, age, ethnicity, religious beliefs, cultural or socio-economic background, perspective, and experience - whether they work for us or not. We want to ensure everyone feels comfortable and safe to express ideas, questions and concerns.

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

Job Type:
Permanent

Closing Date:
28-Sept-2024 0:00

Please note: The closing date reflects the time zone of the Primary Location for this job posting.

Primary Location:
Melbourne CBD & Inner Suburbs Melbourne VIC