Subject Matter Expert - Customer Care

Location: Melbourne, VIC

Roster: Monday to Friday, 7:00 am – 7:00 pm

Company: Wilson Parking

About Us

Wilson Parking is Australia’s leading parking provider, supporting customers across a national network of car parks. We pride ourselves on care, integrity, accountability, and innovation, and we are committed to delivering exceptional customer experiences through our Contact Centre and support teams.

About the Role

We’re seeking a highly skilled and motivated Customer Care Subject Matter Expert (SME) to join our national Contact Centre team.

As the SME, you will act as the second‑in‑charge (2IC) to the Customer Care Team Manager, providing technical expertise, coaching, and operational leadership. You will be the go-to person for system knowledge, workflow support, and day‑to‑day guidance for team members.

This role is ideal for someone who thrives in a fast‑paced environment, enjoys helping others succeed, and brings strong problem-solving and customer service capabilities.

Key Responsibilities

• Act as 2IC and support on‑shift leadership in the Manager’s absence.
• Oversee daily workflow, service levels, break coverage, and resource allocation.
• Provide coaching, procedure clarification, and real‑time support to team members.
• Maintain expert knowledge across key systems (AX, LivePro, Online Prepay Admin, Session Parking Admin, mRemote, Spott, etc.).
• Troubleshoot system issues, escalate faults, and ensure accurate reporting.
• Manage customer enquiries and communications professionally across phone and email channels.
• Assist with onboarding, training, and continuous improvement initiatives.
• Conduct RTW conversations in line with company policy and document outcomes.
• Manage shared inboxes and administrative tasks in line with operational standards.
• Ensure compliance with company policies, behavioural guidelines, and operational procedures.

What We’re Looking For

• Demonstrated experience in customer service or contact centre environments.
• Strong written and verbal communication skills.
• Experience handling escalated or complex customer situations.
• Excellent analytical and problem‑solving ability.
• Ability to work under pressure while maintaining accuracy and high standards.
• Proven capability to coach others and provide constructive feedback.
• Strong technical aptitude and ability to learn systems quickly.
• Intermediate to advanced MS Office skills and experience with CRM platforms (e.g., Salesforce).
• Experience coordinating rosters and supporting RTW processes.
• Positive, resilient, solution‑focused approach.
• Flexibility to work within Customer Care operating hours (Mon–Fri, 7 am–7 pm).

Why Join Us?

• Play a key leadership support role within a high‑performing national Contact Centre.
• Opportunities to influence process improvement and team capability.
• A supportive team culture built on Wilson’s core values of Care, Integrity, Accountability, and Innovation.
• Grow your operational, systems, and leadership skills in a dynamic environment.