Customer Onboarding Manager

Bring your ‘you’ to TPG Telecom, and help us build meaningful relationships and support vibrant, connected communities. We’re better and bolder together.

TPG Telecom started with a belief that we can make things better for Australians. We believe in the power of meaningful relationships to support vibrant, connected communities where everyone belongs. It’s our why; our reason to exist. Now, we’re proud to be one of Australia’s leading mobile and internet providers. We’re not just redefining telco, we’re changing its course. And you play a role in that. A big one. The opportunities are plenty for those who are ready to accept the challenge.

Could that be you?

Your opportunity:

The Customer Onboarding Team is responsible for providing a smooth, compliant and efficient onboarding experience for Enterprise, Government & Wholesale customers ordering fixed and mobility services. This role handles all aspects of onboarding a customer so they can start using contracted services in alignment with SLAs and T&Cs. Through personalised and dedicated onboarding management, the Customer Onboarding Team will ensure customers begin their journey with TPG Telecom with an industry leading customer experience.

You'll make impact by:

• Conduct quality assurance on solution designs to ensure the solution can be successfully ordered, supported and fully meets the customer requirements.
• Hold meetings with the customer to plan their transition to TPG Telecom.
• Conduct quality assurance on sales proposals to verify the pricing has been approved and is correct, raising any issues identified with the Sales Lead.
• Be a subject matter expert on Enterprise, Government & Wholesale products and services and the technology that underpins them (including an understanding of detailed hardware specifications, suitability of products to meet required use cases, and the requirements for successful installation on site).
• Work with the customer to compile detailed requirements for the provisioning of their services.
• Act as a gate keeper to ensure all orders are raised in compliance with TPG Telecom policies and procedures and appropriate sales commissions are generated.
• Create customer contract documents, ensuring 100% alignment to proposal and pricing documentation. Liaise with the Legal team where non-standard terms and conditions are required.
• Continuously monitor and drive the project to ensure completion as quickly and efficiently as possible.
• Manage requests in the pipeline and provide relevant status updates to the customer and internal stakeholders.
• Quality assess customer orders, ensuring absolute alignment to the proposal and solution design documentation prior to submission.
• Consult with customers and design appropriate account hierarchies to meet specific billing requirements.
• Keep track of loose ends and close them out, including follow-up with internal and external parties, when activities go beyond their expected duration.
• Participate in process improvement initiatives in conjunction with other internal groups such as product management, IT, Pre-Sales, Sales Support and Sales.

What you’ll bring:

• 2-3 years’ experience in telecommunications services preferably in a client facing operations/ technical support role
• A strong understanding of fixed telecommunications technology; including hardware, access layers, enterprise networks and solutions (cloud services, security etc.)
• An understanding of mobile telecommunications products and services desirable
• A strong understanding of operational processes, challenges and issues
• Past successes in contributing to business transformation projects
• Strong analytical and creative troubleshooting abilities
• Strong communications and presentation skills
• Strong organization skills with high attention to details

Ideally, you will also have:

• Microsoft Office – Advanced
• Experience working with CRM Systems
• Reporting and data analysis experience

What's in it for you?

• 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, high‑speed NBN plan (up to 500 Mbps)
• ‘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

Come join us and build a better future. Apply today.

Don’t meet every single requirement? That’s OK! At TPG Telecom, we’re all about creating an accessible workplace where everybody feels safe to bring their authentic self to work - regardless of background. If you think this role is a great fit for you but some of the qualifications don’t align with your experience, we still encourage you to apply - you might just be the perfect candidate for a similar role with us! Learn more about life at TPG Telecom here.

TPG Telecom also acknowledges the Gadigal People of the Eora Nation as the Traditional Custodians of lands and waterways where this office can be found in Barangaroo.

Our Talent Acquisition Team and Hiring Managers kindly request no unsolicited resumes or approaches from Recruitment Agencies. TPG Telecom is not responsible for any fees related to unsolicited resumes.

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