As one of the world’s largest toll-road operators, Transurban aims to bring people and places closer in a safer, smarter and faster way. We are customer obsessed – whether it’s the technology that keeps drivers safe on our roads, our digital channels or our Customer Operations teams, we focus on creating frictionless experiences that keep people moving. We’re always listening and relentlessly solving problems, so we are continuously adding value for our Customers.
The Customer Solutions Manager will be responsible for embedding the Customer Solutions function and team. You’ll be ensuring the right people, process and systems are in place to provide exceptional customer service and support for customers in ‘moments that matter’.
The impact you’ll have:
Oversee the daily operations of the Customer Solutions teams.
Monitoring and reporting on customer satisfaction and advocacy, ensuring feedback is translated into opportunities for improvement.
Manage escalated and complex customer service issues.
Lead the Customer Solutions leadership team and work collaboratively with other areas across Customer Service to deliver exceptional customer service experiences.
Work with the Customer Service leadership team to execute strategic initiatives across Customer Resolutions, Linkt Assist and Service+.
Empower and develop people leaders and teams to resolve enquiries at first point of contact.
Deliver the Customer Service strategy to drive outcomes that achieve business strategies, objectives and priorities.
The talents you’ll bring:
Extensive leadership experience in an operational customer service environment. Experience in a contact centre is preferred.
Must have hands on experience in an operational function that includes customer service and complaints. Any exposure to hardship is beneficial.
Exceptional written, verbal and presentation skills with an ability to be clear and concise in the dissemination of information and advice.
Ability to influence and lead a wide range of teams to solve complex problems and deliver effective solutions.
Skills and ability to build and foster relationships and communicate with a variety of people across the business, from Customer Service Officers up to Executive Leaders.
Demonstrated knowledge and experience in dispute resolution and enforcement processes.
Proven ability to establish priorities, work to strict timelines, autonomously or as a part of a management team.
Thorough understanding and experience working with the principles of continuous improvement & agile inspired ways of working.
High level of professionalism that can represent Transurban and our customer functions internally and externally.
About us
At Transurban we are driven by bringing people and places closer. Together, we’re building a future that marries traditional infrastructure with emerging technology. We’re making roads ready for driverless cars and predicting accidents before they happen. We’re getting people where they’re going. And we’re doing it faster, smarter and safer.
We believe in equality. We treat everyone with fairness, consideration and respect, regardless of gender, cultural background, religious beliefs, sexuality or personal circumstances – whether they work for us or not. We want to ensure everyone feels comfortable to express themselves and their opinions.
We strongly encourage applications from candidates of diverse backgrounds, including Aboriginal and Torres Strait Islander people.
If you meet a number of the requirements, but not all, we encourage you to submit your application.
