Dodo Telco Activations Lead

5 months ago

Melbourne, Australia VOCUS Full time

Hybrid Working - 2 days in the office, 3 days' work from home.
- Exciting role with well supported, dynamic team
- Generous discounts on Power, Gas, Mobile and Internet

**About Vocus**

We’re a leading specialist fibre and network solutions provider that’s all about making things better, simpler, and easier, for both our customers and team members.

Our mission is to be the challenger that our customers deserve, and our people are proud of every day. We are Australia’s fourth-largest telco and a leading specialist fibre and network solutions provider, connecting Australia and New Zealand to the world. We bring together some great retail brands, too. We’ve built, own, and manage our own networks. We work hard to be united as one team, dedicated to providing amazing experiences for our customers.

**The opportunity**

An exciting full-time permanent opportunity is available to join our team as Dodo Telco Activations Lead

Be accountable for the end-to-end systems operational performance of our Dodo Activations functions located in Melbourne & Manila, continually driving systems performance and operational improvement across our systems and processes to optimise our customer’s activations and on-boarding experience. Additionally, you’ll provide guidance & technical direction for day-to-day systems issues escalation and remedial actions, and design direction for system enhancements, delivering robust and efficient straight through processing of activations and exception management capabilities.

You will ensure our customers are successfully onboarded and connected in line with relevant customer and operational requirements, to ensure compliance whilst achieving our fundamental revenue creation KPI’s.

**What you’ll be doing day-to-day**
- Reduce customer effort by improve customer NPS and Customer Effort Scores in the activation’s customer journey and increase STP (Straight Through Processing) through system/processes optimisation.
- Consistently improve sales to on’s conversion through CX and AX programs of work and support best efforts to maintain and manage MTTC.
- Implement process and strategies to promote a digital first service model.
- Ensure creation and maintenance of adequate activation documentation to support the team’s delivery of the billing functional area.
- Create adequate activations performance reports and metrics, proactively update and share timely weekly commentary that explains movements in reported results.
- Provide a framework to develop a highly skilled and engaged team supporting customers in Manila.
- Develop and implement programs which will deliver improvements in the customer experience and enhance the effectiveness and efficiency of delivery of the experience to the customer in our Australian and Manila operations.
- Act as owner and SME for all Dodo Activation processes. This includes mapping and maintaining of the repository of all processes, and changes to processes via continuous improvement and other types of business projects, as well as working with the Knowledge team to update relevant work instructions and training material.
- Review, process and analyse sale to activation percentage (determining root cause, training gaps & system issues to determine ways of increasing Activation volume by delivering better experiences to customers.
- Develop and implement programs to address the root cause drivers of customer order withdrawal.
- Support key business initiatives and transformation programs across Retail, supporting products, marketing, sales and service, to develop market leading products and service experience.
- Motivate team members both onshore and offshore to support delivery key customer experience metrics, including recognizing high performance and reward accomplishments.

**You’ll bring to this**
**role**
- 5+ years’ experience in Energy and Utilities retail industry
- A strong background in energy billing within the Australian energy market
- Possess specific experience in the Orion billing system (Agility energy billing product), and BilliT.
- Strong capability in reporting and analytics
- The ability to effectively communicate and engage with stakeholders of all levels and seniority.
- A strong focus on delivering results with a clear vision of processes necessary in achieving set targets.
- An analytical thinker who can identify system and process issues and propose solutions.

***

**Vocus Vibes & Perks**

Our business is crazy about customers. We use disruptive thinking every day to deliver incredible experiences to our customers and teams. We empower our people to Do it. Own it. Love it. and that’s why they choose to work for us. Here, it’s never just a job - we care about what we do and the impact we have, and that’s what connects us
**.**

We offer:

- Diverse and dynamic teams with a supportive culture.
- Comprehensive ongoing training, support, and development opportunities.
- Hybrid Working Environment - 2 days i

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