Customer Support Improvement Lead

1 month ago

Adelaide, South Australia TPG Telecom Full time

We're looking for a talented Customer Support Improvement Lead to join our Technical Support Team at TPG Telecom. As a key member of our team, you'll be responsible for delivering advanced levels of customer service to our Enterprise & Government customers.

Your primary focus will be on investigating and resolving complex customer incidents and escalated issues, while maintaining excellent communication with our customers and team members.

Key responsibilities include:

  • Investigating and resolving complex customer incidents and escalated issues
  • Assisting in incident triage with customers, consultants, and specialists to achieve the highest possible level of customer satisfaction and fault restoration
  • Understanding customer and organizational requirements and following established processes to meet these requirements in a professional, expert, and responsive manner
  • Handling simple and complex customer issues and enquiries and tracking to completion
  • Managing non-complex provisioning modification-related tasks
  • Ensuring customer interface systems are kept up-to-date with all interactions and relevant information
  • Performing evaluation and analysis on current practices to assist with development and improvement plans
  • Gathering and collating ticket and call data to present workplace performance statistics and improvements
  • Escalation point for complex and legacy network faults, and providing support for staff in guidance for ticket resolution
  • Managing ticket assignment, creation, and assessment across all brands within the team
  • Working with the Team Manager to report and analyze on ticket performance and trends
  • Working in conjunction with the Capability team, managing new starter onboarding and training
  • Being responsible for Quality Assurance reviews and coaching by overseeing teamwork for quality and guideline compliance

Requirements include:

  • Experience within a call centre Technical Support environment and ability to lead a team
  • Excellent communication skills to encourage team members to follow and facilitate success
  • Excellent Leadership & delegation skills and ability to lead a team, empowering employees
  • Good problem-solving and decision-making skills
  • Good time management, ability to multi-task
  • Proven ability to deliver excellent, proactive Customer Service
  • Ability to build and manage solid internal/external relationships
  • Able to learn quickly on the fly and share information learnt with work colleagues and management
  • Flexible to accept and adapt to a constant and ever-changing environment, ability to forecast change and proactively prepare for change
  • Confidence in their ability and that of their team, whilst being honest and transparent
  • Analytical and able to turn figures into reports to drive business improvements

We offer a range of benefits and perks, including flexible hybrid working, 'Stay Connected Mobile' and 'Stay Connected NBN', 'Your Leave', access to the TPG Learning Hub platform, and corporate partner discounts.

We're committed to creating a workplace where everyone belongs, and we encourage applications from diverse candidates who are passionate about delivering exceptional customer service.

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