Teams at Transurban

Provides administrative and executive support to the Legal Leadership Team, coordinating meetings, schedules, onboarding, travel, events, learning sessions, records, invoices, suppliers, and team operations. Supports legal operations initiatives, process improvements, technology adoption, information management, and stakeholder relationships across multiple locations.

Leads specialist customer support teams handling complex, high-risk escalations. Oversees Ombudsman, ministerial, executive, and media-related complaints; manages performance, backlogs, and complaint analytics; provides executive reporting; partners with Legal, Risk, and Corporate Affairs; coaches leaders; and drives systemic process improvements across the organization.

Handle escalated customer complaints across phone and email, investigate complex cases, negotiate fair resolutions, provide updates, and issue authorized credits or waivers. Build relationships with internal teams and external counselling partners, identify recurring issues, and recommend process improvements. The role requires strong communication, empathy, conflict de-escalation, multitasking across systems, and end-to-end case ownership in a high-volume contact centre.