Customer Service – Service Alerts Optimiser

6 hours ago

Melbourne, Victoria, Australia 969ec929-5412-4d65-bdc9-76b4492c55e6 Full time $36,000 - $72,000 per year

6-month Customer Service – Service Alerts Optimiser to join a major Australia-wide broadband network provider based in Melbourne CBD | ASAP Start | $36 per hour

  • Previousphone based customer service experienceessential
  • Represent Australia-wide company | Great training | Supportive team culture
  • 6-month temporary opportunity | ASAP Start | $36 per hour

We are currently recruiting multiple Service Alerts Optimisers to join a major Australia-wide broadband network provider.

This is a 6-month contract, starting ASAP, based in the Melbourne CBD with a supportive team environment, excellent training, and flexible hybrid work options.

About the Role

As a Service Alerts Optimiser, you will play a key role in ensuring customers receive timely, efficient service by monitoring, prioritising, and coordinating field technician appointments and work orders.

This role suits someone who thrives in a fast-paced, high-volume environment, enjoys solving problems on the spot, and delivers exceptional customer service.

Key Responsibilities

  • Monitor and manage work orders and customer appointments to ensure deadlines are met.
  • Identify work orders in jeopardy (e.g., access issues, technician delays) and take timely action.
  • Conduct pre-visit readiness checks to prevent avoidable field technician callouts.
  • Analyse data to identify patterns, risks, and opportunities to improve field scheduling.
  • Coordinate responses to weather impacts, outages, and real-time operational risks.
  • Manage high-priority escalations (TIO, CEO, RSP).
  • Communicate with field technicians via chat, phone, and email inbox.
  • Reprioritise schedules in response to real-time changes in field availability.

  • Support continuous improvement by identifying trends and systemic issues.

  • Strong customer service and communication skills

  • Ability to multitask and think quickly in a dynamic environment
  • Experience in scheduling, dispatch, operations, or similar roles (highly regarded)
  • Analytical mindset with the ability to interpret operational data
  • Experience in telecommunications
  • Collaborative team player who enjoys problem-solving
  • Strong attention to detail and ability to work under pressure

Benefits

  • Hybrid flexibility – work from home and the CBD office
  • Great training and onboarding
  • Supportive team culture
  • ASAP start
  • 6-month contract with potential extensions
  • $36 per hour
  • Opportunity to work with one of Australia's largest tech infrastructure organisations

Please note you will need to obtain a police check before commencing this role.    

If you are interested in this role, please APPLY today

At Charterhouse, we embrace, and value, diversity of culture, working arrangements, sexual orientation, and gender identity. On behalf of our client, we promote a workplace that actively seeks to include and welcome unique contributions of all people; to embrace and celebrate the value of Aboriginal and Torres Strait Islander staff, their skills and contributions to the workplace.

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