Customer Support Improvement Lead

6 days ago

Adelaide, South Australia TPG Telecom Full time
Customer Support Improvement Lead

We're seeking a highly skilled and experienced Customer Support Improvement Lead to join our Technical Support Team at TPG Telecom. As a key member of our team, you will play a critical role in delivering exceptional customer service to our Enterprise and Government customers.

Key Responsibilities:
  • Investigate and resolve complex customer incidents and escalated issues in a timely and professional manner.
  • Collaborate with customers, consultants, and specialists to achieve the highest possible level of customer satisfaction and fault restoration.
  • Develop and implement process improvements to meet customer and organizational requirements.
  • Manage non-complex provisioning modification tasks and ensure customer interface systems are up-to-date.
  • Perform analysis and evaluation of current practices to inform development and improvement plans.
  • Escalate complex and legacy network faults and provide support for staff in ticket resolution.
  • Manage ticket assignment, creation, and assessment across all brands within the team.
  • Work with the Team Manager to report and analyze ticket performance and trends.
  • Contribute to the onboarding and training of new starters in conjunction with the Capability team.
Requirements:
  • Proven experience in a call center technical support environment and leadership skills.
  • Excellent communication and leadership skills to empower team members and facilitate success.
  • Good problem-solving and decision-making skills, with the ability to multitask and manage time effectively.
  • Proven ability to deliver excellent, proactive customer service and build solid internal and external relationships.
  • Able to learn quickly and share information with colleagues and management.
  • Flexible and adaptable, with the ability to forecast change and prepare for it.
What We Offer:
  • A flexible hybrid work arrangement, with the option to work from home and the 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 be used whenever you like, every year.
  • Access to the TPG Learning Hub platform and internal development opportunities.
  • Access to corporate partner discounts.

We're committed to creating a workplace where everyone belongs and can be their authentic selves. If you're excited about this role and want to make a difference, we encourage you to apply now.

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