Senior Customer Specialist Support Advisor

We’re seeking a Senior Customer Specialist Support Advisor to deliver specialist support and coaching to customer service teams, ensuring high-quality resolutions and exceptional customer experiences.
Day-to-day, you will:
Provide expert support on escalated and complex customer enquiries, ensuring fair, timely and high-quality resolutions
Coach and guide team members through quality conversations, training and on-the-job support to uplift capability and performance
Monitor real-time customer queues and team performance, helping optimise resources and meet service level targets
Identify opportunities for continuous improvement, using customer insights and quality assurance findings to recommend process enhancements
Act as a subject matter expert across hardship, complaints and customer resolution processes, supporting policy updates and change initiatives
This role will suit someone with a curious mind and transferrable skills and experiences, including:
Strong customer service experience in complaints, hardship, credit or collections within a fast-paced environment
Proven coaching and mentoring skills with a passion for developing others
Excellent communication and interpersonal skills, with the ability to influence and build relationships at all levels
Experience managing complex customer issues and applying effective dispute resolution techniques
Analytical and problem-solving skills, with the ability to identify trends and recommend practical improvements
If you meet some of these requirements, but not all, we encourage you to submit your application.
You’ll continue to 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.
Job Type:
Permanent
Closing Date:
16-Oct-2026 0:00
Please note: The closing date reflects the time zone of the Primary Location for this job posting.
Primary Location:
Melbourne CBD & Inner Suburbs Melbourne VIC