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Customer Support Improvement Lead

2 months 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 & Government customers.

Key Responsibilities:
  • Investigate and resolve complex customer incidents and escalated issues, ensuring timely and effective resolution.
  • Collaborate with customers, consultants, and specialists to achieve high levels of customer satisfaction and fault restoration.
  • Develop and implement process improvements to meet customer and organizational requirements.
  • Manage and track customer issues and enquiries to completion.
  • Ensure customer interface systems are up-to-date with all interactions and relevant information.
  • Perform analysis and evaluation of current practices to inform development and improvement plans.
  • Present workplace performance statistics and improvements to stakeholders.
  • Escalate complex and legacy network faults, and provide guidance for 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.
  • Collaborate with the Capability team to manage new starter onboarding and training.
  • Oversee Quality Assurance reviews and coaching to ensure teamwork for quality and guideline compliance.
Requirements:
  • Experience in a call centre Technical Support environment and ability to lead a team.
  • Excellent communication and leadership skills to encourage team members to follow and facilitate success.
  • Good problem-solving and decision-making skills.
  • Good time management and ability to multi-task.
  • Proven ability to deliver excellent, proactive customer service.
  • Ability to build and manage solid internal and external relationships.
  • Able to learn quickly and share information with work colleagues and management.
  • Flexible to accept and adapt to a constant and ever-changing environment.
Benefits:
  • Flexible hybrid way of 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 be used whenever you like - every year.
  • Access to TPG Learning Hub platform and internal development opportunities.
  • Access to Corporate Partner Discounts.

We're committed to creating a workplace where everyone belongs. If you're excited about this role, but your experience doesn't align perfectly with every qualification, we encourage you to apply regardless.