Customer Specialist Support Advisor - Hardship

About the role 

We’re seeking a Customer Specialist Support Advisor - Hardship to provide timely, empathetic, and specialist support to customers experiencing financial difficulty.

You’ll join a dedicated and supportive team focused on driving continuous improvement and delivering exceptional outcomes for our customers.

(Melbourne or Brisbane Office location preferred)

Day-to-day, you will: 

• Manage hardship applications end-to-end via phone and email, ensuring every interaction is timely, empathetic, and professional

• Assess financial hardship request and partner with customers on suitable support plans, ensuring consistent follow-up

• Investigate and resolve cases within agreed service levels (SLAs), prioritising urgent and sensitive matters

• Apply fee waivers, credits, and adjustments in line with guidelines to achieve fair, and sustainable outcomes

• Balance customer needs with business risk, managing sensitive cases to minimise reputational impact and avoid escalations

• Proactively identify systemic issues and provide feedback to improve our processes and  customer experience

• Build and maintain strong working relationships with key internal teams and external partners (e.g. Ombudsman, financial counsellors, and community agencies) 

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 complex customer management, Credit/Collections, financial hardship or complaint-handling role

• The ability to juggle multiple hardship cases end-to-end without sacrificing quality or customer experience

• Highly developed verbal and written communication skills, allowing you to convey complex information clearly, concisely, and respectfully to diverse audiences

• Strong knowledge of dispute resolution methods, coupled with the ability to negotiate fair outcomes while maintaining deep empathy for the customer

• A collaborative nature and a demonstrated commitment to working as part of a supportive, continuous-improvement-focused team 

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

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:  

• 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 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.
 

Ready to take on your next challenge? Apply today. 

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