Customer Specialist Support Advisor

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 multiple Customer Specialist Support (CSS) Advisors to manage customer complaints and financial hardship inquiries, aiming to exceed satisfaction expectations. 

You’ll join a a collaborative team that values empathy, problem-solving, and continuous improvement.

As our Customer Specialist Support (CSS) Advisor, you’ll have the opportunity to contribute fresh ideas and help shape our approach to customer care. 

Day-to-day, you will: 

• Manage customer contact related to hardship applications or complaints via various channels (voice calls and email) 

• Investigate and resolve cases and develop action plans aligned with our Customer Promises and provide regular follow-up on any cases 

• Handling complex escalations from the Contact Centre or other channels, identifying recurring issues, and providing feedback to relevant teams

• Maintain strategic relationships with internal and external stakeholders, take accountability for enquiries and provide regular feedback 

• Influence outcomes to ensure timely completion of negotiated payment plans 

• Minimise financial impacts by following up with customers unable to meet commitments within the agreed service level agreement (SLA) 

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

• Previous experience in a contact centre environment and Credit/Collections, including expertise in reporting, dispute resolution, and collections techniques

• Strong customer service skills, managing high volumes of complaints and hardship cases without compromising quality or customer experience

• Ability to thrive in a collaborative, team-based environment, but also comfortable working autonomously

• Proven ability to influence or negotiate and represent Transurban nationally with sensitivity in customer contact situations

• Effectively engage and empathise with a diverse range of customers and stakeholders across cultures and situations

• Well-developed problem-solving skills, with a focus on innovative, quality-assured solutions

• Strong empathy, listening, and questioning skills, with the initiative to lead and resolve issues

• Ability to think bigger and always look for better solutions and ways of working  

If you meet some of these requirements, but not all, we encourage you to submit your application. 

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. 

We strongly encourage applications from candidates of diverse backgrounds and lived experiences, including Aboriginal and Torres Strait Islander people and people living with disability. If you require any adjustments or support during the recruitment process, please contact us on [email protected].  

Ready to help us keep cities moving? Apply today. 

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