Customer Specialist Support Advisor - Hardship

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

As our Customer Specialist Support Advisor, you’ll contribute to lasting and positive changes that shape the future of our cities and communities. It’s meaningful, challenging and exciting work.  

(Melbourne, Sydney or Brisbane office) 

What’s in it for you? 

Before we dive into the role, here is why you’ll love working with us: 

• Full-time Permanent opportunity 

• Attractive salary package (monthly pay-cycle), plus bonus & other exciting benefits  

• You must commit to 4-6 weeks of paid, onsite training. Following training, flexible working arrangements may apply in accordance with company policy and business requirements 

• Hours of operation: Monday - Friday - 8am to 6pm, on a rotating roster 

• No weekends or late evening shifts  

Day-to-day, you will:  

• Navigate complex hardship cases: Connect with customers in a fast-paced contact centre environment, using deep empathy and active listening to understand their unique financial situations and guide them toward sustainable solutions 

• Deliver end-to-end case management: Manage individual hardship applications from start to finish, applying your knowledge of credit, collections, or hardship frameworks to assess circumstances and negotiate fair, compliant payment plans 

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

• Mitigate operational and reputational risk by balancing business guidelines with customer needs, effectively de-escalating sensitive cases before they require formal intervention. 

• Champion continuous improvement by identifying systemic issues and sharing feedback to refine our processes, systems, and the overall customer journey. 

• Build trusted networks with internal business partners and external advocates (such as the Ombudsman, financial counsellors, and community agencies) to support holistic customer care.  

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 working in a dynamic contact centre environment, confidently managing complex customer conversations across multiple channels. 

• Strong, hands-on experience in financial hardship, credit, collections, or dispute resolution, with the ability to assess individual circumstances against regulatory frameworks (such as ASIC/ACCC guidelines) to achieve sustainable outcomes. 

• Exceptional skill in supporting customers through highly sensitive and complex financial situations with professionalism, resilience, and genuine care. 

• Strong negotiation and influencing skills to build trust and work collaboratively with a diverse range of people, reaching mutually beneficial agreements. 

• High digital literacy, with the confidence to navigate contact centre systems, CRMs, and large databases to manage case information accurately and efficiently. 

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

• Must have Full Working rights in Australia 

• Ability to successfully complete and clear all required background and criminal history checks 

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:   

• 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.