Senior Manager, Customer Service Operations

Description:

Working at Transurban is different; it’s a place where you can see the benefits of your work play out in real life, every day. We create city-sized solutions—building and operating safer, smarter, and more sustainable roads—to solve pressing transport challenges that are slowing cities down.

About the role

We’re seeking a Senior Manager, Customer Service Operations who is a leader of leaders who will ensure all Customer Service teams deliver frictionless customer experiences along with supporting and leading key projects and initiatives linked to key strategic priorities.

You’ll join an innovative team that focus on delivering an exceptional experience to our customers across Australian markets.

As our Senior Manager, Customer Service Operations, 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:

• Leading the customer facing function across both onshore and offshore customer service

• Identify opportunities for digitisation and reduction of low value, transactional enquiries

• Manage and optimise the processes and resources which support customer service

• Work with Projects & Change to support major business initiatives across functions involving planning and analysis activities

• Drive and lead continuous improvement and simplification across Customer Service

• Oversee the management of the Contact Centre operations with vendor ensuring that the service provider
  

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

• At least 10 years of leadership experience in a Customer operational environment

• Extensive experience in engaging and leading teams, developing people, planning resources and operations management

• Significant experience in managing high volume transactional enquiries through both digital and assisted channels

• Strong business planning, analytical and process improvement skills

• Strong team building and motivational skills

• Experience managing an outsourced Customer Service team

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

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

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 us on careers@transurban.com.

Ready to help us keep cities moving? Apply today.

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