Customer Service Excellence Leader

4 weeks ago

Adelaide, South Australia TPG Telecom Full time

We're on the cusp of a revolution in telecommunications, bringing together powerful brands under one united force. TPG Telecom's portfolio includes Vodafone, TPG, iiNet, Internode, Lebara, AAPT, and felix. Our commitment to cutting-edge technology and innovative thinking has created a platform for connecting our people and communities.

This is an exceptional opportunity to join our Technical Support Team as a Customer Service Improvement Lead, responsible for delivering advanced customer service to Enterprise & Government customers. As a key contact point for team members and management, your communication skills should be exceptional. Proactive problem-solving and collaboration are essential to ensuring smooth team operations.

Key Responsibilities:

  • Investigate and resolve complex customer incidents and escalated issues, maintaining transparency throughout.
  • Collaborate with customers, consultants, and specialists to achieve optimal customer satisfaction and fault restoration.
  • Understand customer and organisational requirements, adhering to established processes for professional, expert, and responsive service delivery.
  • Manage customer inquiries, tracking them to completion, and ensure timely updates to customer interface systems.
  • Evaluate current practices to inform development and improvement plans, driving business growth.
  • Analyse ticket and call data to present workplace performance statistics and improvements.
  • Provide guidance on complex and legacy network faults, supporting staff in ticket resolution.
  • Oversee ticket assignment, creation, and assessment across all brands within the team.
  • Work with the Team Manager to report and analyse ticket performance trends.
  • Develop new starter onboarding and training programs in collaboration with the Capability team.
  • Conduct Quality Assurance reviews and coaching, ensuring teamwork complies with quality guidelines.

Requirements:

  • Proven experience in technical support environments, with leadership skills to drive teams forward.
  • Excellent communication and leadership abilities, empowering employees to succeed.
  • Good problem-solving and decision-making skills, with adaptability to changing environments.
  • Effective time management, ability to multitask, and deliver excellent proactive customer service.
  • Ability to build and maintain internal/external relationships, fostering a positive work environment.
  • Able to learn quickly, share information with colleagues and management, and adapt to change proactively.
  • Confidence in abilities, while being honest and transparent, driving business growth through analytical reporting.

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 per year
  • Access to TPG Learning Hub and internal development opportunities
  • Access to Corporate Partner Discounts

We value diversity and inclusivity, recognising that individual differences drive innovation. Don't let perfectionism hold you back from applying. We encourage applications from those who may not tick every box but possess the skills and passion to excel in this role.

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