Customer Specialist Support 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 Specialist Support Lead for the Customer Specialist Support Flex team, which manages both Complaint and Hardship functions alongside our Customer Resolutions and Linkt Assist teams.

You’ll join a team that ensures that the right people, processes, and systems are in place to deliver best-in-class specialist support services to our customers.

As our Customer Specialist Support 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 a team of Customer Specialist Support Advisors, ensuring fair and effective responses are provided to customers- Promote a culture where the team are actively listening to customers and are focused on relentlessly solving problems- Champion customer needs and use data to drive decisions on behalf of customers- Review and maintain systems and procedures to ensure effective and consistent service- Undertake quality reviews of cases and provide appropriate feedback

This role will suit someone with a curious mind and transferrable skills and experiences, including:
- Minimum 5 years’ experience leading teams in financial hardship and/or dispute resolution, preferably in a contact centre environment- Experience leading teams in a customer service environment, including well-developed coaching and performance management skills- Well-developed interpersonal and written communication skills, particularly the ability to promote and enhance communication within a team- Well-developed skills in MS Office and Windows environments, and previous experience using large databases, CRMs, and information systems

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:
27-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