Customer Specialist Support Lead

About the role 
 

We’re seeking a Customer Specialist Support Lead to guide our dedicated team in providing exceptional support to customers.

You’ll join an innovative team who is passionate about applying Customer-Focused Thinking to deliver fair and empathetic outcomes for every customer.

As our Customer Specialist Support Lead, 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: 
 

• Lead, coach, and empower a specialist team to deliver compassionate and effective support to customers in vulnerable circumstances.
• Drive the continuous improvement of our customer support processes, demonstrating Adaptability and strong Problem Solving skills to ensure we evolve to meet customer needs.
• Engage in genuine Relationship Building and Collaborative Delivery, nurturing strong partnerships with financial counsellors, community partners, and internal teams to create a supportive network for our customers.
• Leverage your AI & Data Literacy and Critical Thinking to analyse team performance and customer interaction data, applying Commercial Acumen to identify trends and report key insights back to leadership to help shape our strategic direction

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

• Experience leading teams in a high-stakes customer advocacy, case management, or client support role, with a strong foundation in Customer-Focused Thinking.
• A knack for Relationship Building and Collaborative Delivery, collaborating effectively with a diverse range of internal teams and external community partners to achieve shared goals.
• Proficiency in using digital tools (like Salesforce, CRMs, or similar systems), demonstrating the AI & Data Literacy needed to manage complex customer interactions and workflows.
• A mindset geared towards continuous improvement and Adaptability, using Problem Solving to contribute to process enhancements and adapt to new ways of working.
• The ability to apply Critical Thinking and Commercial Acumen to analyse performance data and communicate key insights or recommendations to leadership.

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”.
 

You’ll receive great 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 the Recruiter for the position.   
 

Ready to take on your next challenge? Apply today. 

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