Customer Support Improvement Lead Expert

2 weeks ago

Adelaide, South Australia TPG Telecom Full time

About TPG Telecom

We're a powerhouse of brands, including Vodafone, TPG, iiNet, Internode, Lebara, AAPT, and felix, united under one roof. Our latest technology and bold thinking connect our people and communities in meaningful ways.

You could play a key role in this journey as a Customer Support Improvement Lead, joining our Technical Support Team to deliver exceptional customer service to Enterprise & Government customers.

This is an excellent opportunity to work in a customer-facing team, controlling end-to-end accountability, and being the contact point for team members and Management within the Technical Support Specialist Team.

Responsibilities

  • Investigate and resolve complex customer incidents and escalated issues, owning and managing customer issues while keeping them informed.
  • Assist in incident triage with customers, consultants, and specialists to achieve the highest possible level of customer satisfaction and fault restoration.
  • Understand both customer and organisational requirements, following established processes to meet these needs in a professional, expert, and responsive manner.
  • Handle simple and complex customer issues and enquiries, tracking to completion.
  • Manage non-complex provisioning modification-related tasks.
  • Ensure customer interface systems are up-to-date with all interactions and relevant information.
  • Evaluate and analyse current practices to assist with development and improvement plans.
  • Gather and collate ticket and call data to present workplace performance statistics and improvements.
  • Escalation point for complex and legacy network faults, providing support for staff in resolving tickets.
  • Manage ticket assignment, creation, and assessment across all brands within the team.
  • Work with the Team Manager to report and analyse ticket performance and trends.
  • Collaborate with the Capability team to manage new starter onboarding and training.
  • Be responsible for Quality Assurance reviews and coaching, overseeing teamwork for quality and guideline compliance.

Requirements and Qualifications

  • Experience in a call centre Technical Support environment and ability to lead a team.
  • Excellent communication skills to encourage team members to follow and facilitate success.
  • Leadership and delegation skills, empowering employees.
  • Good problem-solving and decision-making skills.
  • Time management and multi-tasking abilities.
  • Proven ability to deliver excellent, proactive customer service.
  • Ability to build and manage solid internal/external relationships.
  • Able to learn quickly and share information with colleagues and management.
  • Flexible to adapt to a constantly changing environment.
  • Confidence in self and team, with honesty and transparency.
  • Analytical skills to turn figures into reports driving business improvements.

Salary: $90,000 - $110,000 per annum

Benefits and Perks

  • Flexible hybrid working (from home and office).
  • 'Stay Connected Mobile' – Access to a free mobile plan.
  • 'Stay Connected NBN' – Access to a free NBN 100 plan.
  • 'Your Leave' – An additional 4 days of leave to use whenever you like, every year.
  • Access to the TPG Learning Hub platform and internal development opportunities.
  • Access to Corporate Partner Discounts.

Why Apply?

At TPG Telecom, we value diversity and inclusivity, encouraging everyone to be their authentic selves. If you're excited about this role but don't tick every box, we invite you to apply anyway. We're committed to responding to every applicant.

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