Continuity Specialist

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 Continuity Specialist who provides incident response and technology support for our Contact Centre and Tag Management teams, ensuring quick recovery from outages and maintaining advanced knowledge of products and processes.

You’ll join an innovative team, who are at the heart of our business and continually strive to improve the way we service and support our customers.

As our Continuity Specialist, 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:
- Provide efficient incident response and technology support for the channels handled by our outsourced provider located in Manila and Tag 3rd parties- Coordinate communication and manage stakeholder responses for outages and incidents, ensuring smooth call centre operations- Support disaster recovery and business continuity planning to maintain service delivery during disruptions.- Maintain an advanced knowledge of products and processes as well as understanding of Contact Centre and Tag Management technology- Regularly review, maintain and recommend updates to IVR call flows- Coordinate communication between business units and the outsourced provider- Act as the SME for the contact centre onboarding access

This role will suit someone with a curious mind and transferrable skills and experiences, including:
- Experience in Incident Management and or Business Continuity processes- Operations experience in a similar role in a Customer Service or Call Centre Environment- Great communication and interpersonal skills - confident in interacting with a diverse range of stakeholders at all levels- A strong commitment to the provision of service excellence to customers in accordance with corporate policy and procedures- Ability to select appropriate data, interpret information and summarise to business implications and conclusions- Intermediate knowledge of Excel, Visio Word is preferable- Well-developed problem-solving skills and the ability to think under pressure

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.


**Job Type**:
Permanent

Closing Date:
28-Nov-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