Customer Support Improvement Lead

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.

This opportunity

This is an excellent opportunity to join TPG’s Technical Support Team as a Customer Support Improvement Lead working in a customer-facing team to deliver advanced levels of customer service to all Enterprise & Government customers, controlling end-to-end accountability.

You will be the contact point for team members and Management within Technical Support Specialist Team so your communication skills should be excellent, you should also be able to act proactively to ensure smooth team operations and effective collaboration.

Responsibilities

• Investigate and action Complex customer Incidents and Escalated issues as required, owning, managing and resolving customer issues while keeping the customer informed.
• Assist in incident triage with customer, consultants and specialists to attain highest possible level of Customer Satisfaction and fault restoration.
• Understanding both customer and organisational requirements and following established processes to meet these requirements in a professional, expert and responsive manner.
• Handle simple and complex customer issues and enquiries and track to completion.
• Manage non-complex provisioning modification related tasks.
• Ensuring that customer interface systems are kept up-to-date with all interactions and relevant information.
• Perform evaluation and analysis on current practices to assist with development and improvement plans.
• Gather and collate ticket and call data to present workplace performance statics and improvements.
• Escalation point for complex and legacy network faults, and provide support for staff in guidance for ticket resolution
• Manage Ticket assignment, creation and assessing across all brands within the team
• Work with Team Manager to report and analyse on ticket performance and trends
• Working in conjunction with the Capability team, manage new starter onboarding and Training
• Be responsible for Quality Assurance reviews and coaching by overseeing teamwork for quality and guideline compliance

Knowledge and experience

• Experience within a call centre Technical Support environment and ability to lead a team
• Excellent communication skills to encourage team members to follow and facilitate success
• Excellent Leadership & delegation skills and ability to lead a team, empowering employees
• Good problem-solving and decision-making skills
• Good time management, ability to multi-task
• Proven ability to deliver excellent, proactive Customer Service
• Ability to build and manage solid internal/external relationships
• Able to learn quickly on the fly and share information learnt with work colleagues and management
• Flexible to accept and adapt to a constant and ever changing environment, ability to forecast change and proactively prepare for change
• Confidence in their ability and that of their team, whilst being honest and transparent
• Analytical and able to turn figures into reports to drive business improvements

Benefits and perks

• Flexible hybrid way of 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 to be used whenever you like - every year
• Access to TPG Learning Hub platform and internal development opportunities
• Access to Corporate Partner Discounts

Bolder and better together!

Don’t meet every single requirement? We're ok with that. Studies have shown that women and those of underrepresented groups are less likely to apply for roles unless they meet every single criteria. At TPG Telecom we recognise that what may make you different, makes the difference!

We’re all about enabling every individual to be their authentic selves and creating a place where everybody belongs. If you are excited about this role, but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to APPLY NOW regardless.