Nick Aquilina – Senior Manager, Customer Service Operations – gives us a behind-the-scenes look at the function, showcasing the diverse projects the team is involved in, from end-to-end hardship support to AI-driven innovations. He also highlights the team’s collaborative culture and the opportunities for growth.
Every day, our Customer Service Operations team brings our values to life.
Tell us a little about yourself, your role, and the areas you support.
I joined TU at the start of June in the Senior Manager Customer Service Operations role. I manage and support a customer's service functions across onshore and offshore (Philippines), covering areas such as Linkt assist, complaints, resolutions, training & knowledge, quality & CNX operations.
What does a typical day look like for you, in customer operations?
Each day involves close collaboration with my team, focusing on operational improvement such and process improvement, strategic initiatives, projects, and people leadership across the multiple functions. I regularly hold one-to-one discussions with my team to be across all the different moving parts. I also analyse and monitor performance across the inbound and outbound functions and respond to ad hoc requests that occur often in the operational space. Balancing priorities is key, especially across the leadership team.
Does the customer team ever get involved in interesting projects or exciting opportunities?
Absolutely, the team leaders and our senior team members are frequently engaged in impactful projects such as the current End-to-End Hardship program of work, complaints remediation, Amazon connect and AI Chat functionality.
How would you describe the culture at Transurban and within the customer service team?
We have a great team culture where everyone is willing to help and support one another. The team feels confident asking questions and reaching out when needed, and we’re always here to uplift each other. Despite recent role changes and a busy period, recognising effort remains a key focus as we move into FY26 and beyond.
What does flexibility look like in your role at Transurban?
We strive to support our people through flexible work options, including work from home, shift swaps, and part-time arrangements. We do our best to accommodate individual needs wherever possible.
What growth opportunities exist within the customer service team or across the wider business?
There are opportunities for internal growth. Recently, several team members have progressed into Team Leaders, Senior Managers, and QA Specialist roles. We're actively focused on enhancing career progression and creating clearer pathways for internal talent.
Transurban has a strong set of values that guide how we work. Can you share a moment or an example where you saw those values come to life in your role?
An example that stands out is our recent focus on the Linkt Assist case backlog initiative. It was a true demonstration of our values in action; Solve it together, Set the standard, Show up with an open mind and Start with our customer.
A cross-functional team of more than 10 people came together from across Customer Service to support one another. The team took ownership and responsibility, working collectively over several weeks to deepen knowledge, streamline processes, and enhance technology. The team’s commitment and collaboration helped significantly reduce the case backlog, increased team capacity, and ultimately improved the experience for our customers.
