Head of Service Excellence

7 days ago


Melbourne, Victoria, Australia Telecommunications Industry Ombudsman Full time

We are seeking a highly experienced Senior Operations Leader to join our team at the Telecommunications Industry Ombudsman. In this role, you will be responsible for overseeing the operational aspects of our complaint handling service, ensuring that it runs smoothly and efficiently.

You will work closely with our Technology, Analytics and Business Improvement team to monitor performance data, forecast demand, and implement process improvements.

As a key member of our Operational Excellence leadership team, you will own our contact centre solution and support strategic and operational planning.

Your primary responsibilities will include:

  • Providing operational and people leadership to improve performance and function efficiency
  • Monitoring, forecasting, and planning around services demand
  • Reviewing and using data insights to continuously improve services

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