Customer Operations Improvement Specialist

We’ve only just begun, but what a beginning. In a once in a generation moment, we’ve brought together powerful brands to create one united force. TPG Telecom has a powerhouse of brands which include Vodafone, TPG, iiNet, Internode, Lebara, AAPT and Felix. The latest technology and brave thinking let us connect our people and communities. You could play a role in that. A big one. We invite you to bring your boldness and stand out. You are empowered. Opportunities are plenty for those ready to accept the challenge.

**Role Purpose & Environment**

Reporting to a Design and Delivery Manager, this role is responsible for identifying channel operational process opportunities and then supporting a continuous program of improvements across the organization.

Primarily this role will be focused on the design and implementation of new initiatives into channel where possible. Learning from external capability, this role will become the gateway for future change to customer operations. Key to the role will be bringing process changes to life across TPG Telecoms and importantly ensuring key areas of TPG Telecoms are bought in and aligned to the requirements necessary to drive positive changes to capabilities.

It is imperative that this role maintains a full understanding of business needs and strategic requirements, business rules as well as the operational framework of all TPG Telecoms Brands, Channels and customer segments in order to deliver improvements in performance, customer experience and operational excellence.

**Responsibilities**

We are a dynamic business; this brings new opportunities for our customers and our people. Being adaptable, managing change and maintaining resilience is key to success for all of us at TPG. Due to the dynamic nature of the business your responsibilities may change over time as the business evolves.
- Work on a multitude of cross functional projects, at times simultaneously, review, assess and represent TPG Telecoms Channel requirements & continuously identify improvement opportunities
- Oversee end to end delivery ensuring that processes, systems, tools, forms and channel communication are designed and implemented to meet the optimum delivery requirements for each initiative
- Work closely with other team members to define and develop working practices in support of achieving sales and customer experience objectives
- Work closely with internal stakeholders to regularly prioritise and deliver initiatives based on criticality and optimisation of performance indicators
- Develop effective working relationships with Sales Teams, Customer Experience, Business Analysis, Customer Care, Marketing and other internal stakeholders
- Perform regular call listening and Contact Centre engagement to understand needs and requirements
- Contribute ideas, make recommendations and implement improved operational standards to increase customer satisfaction levels
- Work closely with Operations Teams to co-ordinate project delivery/ensure requirements of the Channels are being met

**Benefits and perks**
- Flexible hybrid way of working (work 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

**Our TPG Telecom Spirit**

We believe in the power of meaningful relationships to support vibrant, connected communities where everyone belongs. You will join a supportive company that is diverse and inclusive, and celebrates what makes our employees different, as well what brings us together. We want you to bring your true self to work, and to feel like your contribution matters. We encourage ambition in everything we do, from telco solutions to customer experience, to community impact. You will have real opportunities to take charge and take control.

If you think the power of people and collaboration can make a meaningful difference in the world, then APPLY NOW to help us build a better future.

Bolder and better together
- #LI-Hybrid_

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