Operations Lead

Newly created opportunity within our Broadband team
- Key role in facilitating a seamless business integration
- Melbourne based

**Delivering good energy starts from within**

It's an exciting time to join Origin. Creating a great place to work means together we're progressing our ambition to lead the energy transition through cleaner energy and customer solutions. We're always looking for better ways to deliver for our customers - and for our people.

**About the role**

As Operations Lead within our Broadband team you'll be responsible for managing the daily operations of customer service department, ensuring that all services are delivered efficiently and on time. You will uphold quality standards at all times and may be tasked with developing new ways to improve the service we provide. This will involve creating more efficient processes, prioritising our self-serve capability, improving customer comms and developing training programs for employees.

You'll lead the business integration of building broadband into Kraken and help deliver our transition from the current third-party agreement to building our in-house customer service model.

With the guidance of the Broadband Customer Service Lead, your role is pivotal in ensuring a seamless business integration of telecommunications customer service, through initiating a thorough change implementation plan to deliver system and process updates for our teams.

**Why this role matters**
- Be the key point for change initiatives, facilitate the assessment of change impacts by the various service delivery functions and oversee the development, testing, and deployment of key initiatives, ensuring a seamless transition for customers and frontline.
- Leading the team who manage day-to-day enquiries and issues raised by wider business and third-party service providers (including IT and Operations)
- Proactively identify, champion, and implement strategic internal initiatives in a timely and efficient manner, aiming to elevate overall performance, enhance customer outcomes, and deliver value-added results.
- Oversee the effective execution of assurance frameworks, such as customer happiness Index (CHI), quality performance, and complaints, and ensuring adherence to guidelines outlined in the Operational Services Guide.
- Responsible for managing sales and service-related queries and collaborating with learning and development in the creation of comprehensive briefing materials, training packs and the implementation of process and system enhancements.

**What will you bring?**

In this newly created role, we are looking for significant proven experience in the telco industry in addition to proven operational management experience, leading teams responsible for business integration and change implementation. You will demonstrate exceptional stakeholder management, influencing and negotiating skills and the ability to develop strategies and plans.
- Strong problem-solving skills with the ability to diagnose root causes and identify sustainable solutions.
- Identify opportunities for business improvement and initiate change requests through working group functions to improve business processes.
- Experience managing internal stakeholders, external relationships and partnerships critical to customer experience and business objectives.

**So, why join us?**
- Discounted Origin products benefits for employees, including Electrical, Gas and Internet offers
- Hybrid working environment, opportunity to connect with your team in our CBD office while working from home 2-3 days a week
- Competitive salary + annual performance bonus + performance based reviews
- Origin 360 Electric Vehicles (EV) employee subscription offers a fantastic range of EVs, with flexible month-to-month plans and no lock-in contract.
- Free and confidential counselling for employees and family members.
- A great high energy team, that encourages interesting, rewarding, and engaging work

**Origin - Where good change happens**

At Origin, we're powered by people who believe in creating change.

Enjoy a challenging career in an exciting industry where you can grow and explore your potential. If you think you have transferable skills, an appetite to learn and would be a great fit, we'd love to hear from you.

Please note unsolicited CVs from agencies will not be accepted.

**_Origin recognises Aboriginal and Torres Strait Islander Peoples as the Traditional Custodians of country throughout Australia, and we pay our respects to Elders past, present and future._