We’re seeking a Customer Specialist Support Advisor - Resolutions to provide expert, empathetic, and timely resolutions for our customers' most complex issues.

You’ll join an innovative and collaborative team, dedicated to continuously improving the customer experience.

Location - Melbourne or Brisbane office

Day-to-day, you will:

• Manage all aspects of escalated customer contact in relation to complaints via various channels, including voice (calls) and email, handling cases in a timely and professional manner
• Investigate and resolve complex cases, partnering with customers, developing agreed courses of action aligned with our Customer Promises, and providing regular progress updates
• Build and maintain strategic relationships with internal teams and external partners, including community and financial counselling groups
• Identify systemic or recurring issues and provide valuable feedback to the business to help improve processes and prevent future complaints
• Take full accountability for stakeholder inquiries, providing clear, concise written correspondence and applying authorised credits or waivers to achieve fair outcomes

Core Requirements:

This role is fast‑paced and dynamic, requiring strong competency skills — including navigating multiple systems, managing several screens at once, and confidently talking while typing.

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

• Proven experience (2+ years) in a high-volume customer management, complaint-handling or credit/collections role, with dispute resolution techniques
• A natural ability to de-escalate conflict and a methodical approach to finding fair and effective solutions for all parties
• The ability to juggle multiple complaints and sensitive cases end-to-end without sacrificing quality or customer experience
• Strong verbal and written communication skills, able convey complex information clearly, concisely, and respectfully to diverse audiences
• Highly developed empathy and active listening skills, allowing you to truly understand and address customer needs
• A collaborative nature and a demonstrated commitment to working as part of a supportive, continuous-improvement-focused team
• Excellent time management skills, allowing you to confidently manage and prioritise tasks in a fast-paced environment

Comprehensive training will be provided, ensuring you are fully supported in developing the necessary technical and operational skills to succeed.

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

Important things to know:

• Full-time Permanent opportunity
• Attractive salary package (monthly pay-cycle), plus bonus/benefits
• You must commit to 4-6 weeks of paid, onsite training. Following training, flexible working arrangements may apply in accordance with company policy and business requirements
• Hours of operation: Monday - Friday - 8am to 6pm, on a rotating roster
• No weekends or late evening shifts
• Must have Full Working rights in Australia
• Ability to successfully complete and clear all required background and criminal history checks

About Transurban

At Transurban, we show up with an open mind and a focus on what matters. Here, your work shapes real-world outcomes.

Every day, we step into our customers’ shoes to understand what creates the most value for them on and off the road.

Through smart technology and continuous innovation, we’re redefining how roads and infrastructure connect communities, and make our cities safer, easier, and more efficient.

With us, you’ll learn, grow, and broaden your skills through purposeful work. And together we are guided by our purpose to “Be the link between people, places and progress”.

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

• Manage all aspects of escalated customer contact in relation to complaints via various channels, including voice (calls) and email, handling cases in a timely and professional manner
• Investigate and resolve complex cases, partnering with customers, developing agreed courses of action aligned with our Customer Promises, and providing regular progress updates
• Build and maintain strategic relationships with internal teams and external partners, including community and financial counselling groups
• Identify systemic or recurring issues and provide valuable feedback to the business to help improve processes and prevent future complaints
• Take full accountability for stakeholder inquiries, providing clear, concise written correspondence and applying authorised credits or waivers to achieve fair outcomes

• Strong verbal and written communication skills, able convey complex information clearly, concisely, and respectfully to diverse audiences
• Highly developed empathy and active listening skills, allowing you to truly understand and address customer needs
• A collaborative nature and a demonstrated commitment to working as part of a supportive, continuous-improvement-focused team
• Excellent time management skills, allowing you to confidently manage and prioritise tasks in a fast-paced environment
• Navigating multiple systems, managing several screens at once, and confidently talking while typing.

• Proven experience (2+ years) in a high-volume customer management, complaint-handling or credit/collections role, with dispute resolution techniques
• A natural ability to de-escalate conflict and a methodical approach to finding fair and effective solutions for all parties
• The ability to juggle multiple complaints and sensitive cases end-to-end without sacrificing quality or customer experience