Customer Support Improvement Lead

1 month ago

Adelaide, South Australia TPG Telecom Full time

We're seeking a skilled 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 exceptional customer service to our Enterprise & Government customers, ensuring their needs are met and exceeded.

Key responsibilities include:

  • Investigating and resolving complex customer incidents and escalated issues
  • Assisting in incident triage with customers, consultants, and specialists to achieve high levels of customer satisfaction and fault restoration
  • Understanding customer and organizational requirements and following established processes to meet these needs
  • Handling customer issues and enquiries, tracking to completion, and ensuring customer interface systems are up-to-date
  • 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
  • Escalating complex and legacy network faults, providing support for staff in ticket resolution, and managing ticket assignment, creation, and assessment across all brands
  • Working with the Team Manager to report and analyze on ticket performance and trends, and managing new starter onboarding and training in conjunction with the Capability team
  • Overseeing teamwork for quality and guideline compliance, and conducting Quality Assurance reviews and coaching

Requirements include:

  • 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
  • Excellent leadership and delegation skills, with the ability to lead a team and empower employees
  • Good problem-solving and decision-making skills, with the ability to manage multiple tasks and priorities
  • Proven ability to deliver excellent, proactive customer service, with a focus on building and managing internal and external relationships
  • Able to learn quickly on the fly and share information with work colleagues and management
  • Flexible and adaptable, with the ability to accept and prepare for change
  • Confidence in their ability and that of their team, with honesty and transparency
  • Analytical skills, with the ability to turn figures into reports to drive business improvements

TPG Telecom offers a range of benefits and perks, including flexible hybrid working, access to a free mobile plan, NBN 100 plan, additional leave, and access to the TPG Learning Hub platform and internal development opportunities.

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