Subject Matter Expert

Service Hub Subject Matter Expert

About the role

Location: Melbourne, VIC CBD

Company: Wilson Parking

Wilson Parking’s new Service Hub is launching on 7 July 2026 — and we’re looking for a Subject Matter Expert (SME) to sit at the heart of it. This is a hands-on, expert-level role that supports the Service Hub Team Manager and acts as the go-to person for systems knowledge, task accuracy, process guidance, and day-to-day operational continuity.

You’ll be the person the team turns to when something is complex, unclear, or broken. You’ll also be the first line of cover for the Team Manager — stepping up when needed and keeping things moving without missing a beat.

What you will actually be doing

• Act as 2IC to the Service Hub Team Manager — providing on-shift leadership and continuity in their absence
• Serve as the go-to expert for all Service Hub systems, workflows, and processes — including pricing admin, system updates, and back-office task management
• Provide real-time guidance, coaching, and procedure clarification to Service Hub agents
• Troubleshoot system issues, escalate faults promptly, and ensure accurate and timely resolution
• Oversee daily workflow, task allocation, and quality checks to ensure SLA adherence
• Manage a shared inbox and administrative tasks in line with operational standards
• Support training of new agents as the Service Hub team grows nationally
• Contribute to continuous improvement — identifying process gaps and recommending solutions
• Ensure compliance with company policies, behavioural guidelines, and operational procedures

What we’re looking for

Operationally sharp

You have a solid background in back-office administration or contact centre operations. You understand how process accuracy and system knowledge directly affect the team’s ability to deliver.

A natural go-to person

You’re the one colleagues approach when something doesn’t make sense. You explain things clearly, stay calm under pressure, and know when to escalate.

Detail-oriented and reliable

You pick up errors others miss. You take ownership of your work and consistently deliver to a high standard.

A coach at heart

You enjoy helping others improve. You can give constructive feedback in a way that builds confidence rather than eroding it.

Technically capable

You learn new systems quickly and don’t need hand-holding. You’re comfortable across multiple platforms and can troubleshoot without waiting to be told what to do.

Adaptable and solutions-focused

The Service Hub is new and evolving. You embrace change, contribute ideas, and bring a positive energy even when things are shifting.

Why join us?

• Be part of building something new — the Service Hub is launching fresh and this is a founding role
• Play a key support role within a high-performing national Contact Centre
• Opportunities to influence process improvement and team capability as we expand nationally
• A supportive team culture built on Wilson’s core values of Care, Integrity, Accountability, and Innovation
• Free parking at any Wilson site, anywhere
• Grow your operational, systems, and leadership skills in a dynamic environment

Apply now

We are moving quickly — target go-live is 7 July 2026. If this sounds like the right next step, we’d love to hear from you. Please submit your application.