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Head of Customer Care

  • LocationNorth Sydney, NSW 2060
  • Work TypeFull time
  • Positions1 Position
  • Applications Close AtCloses in 2 days
    Published on 9 May 2022
  • Job no: ETFBD
  • Category: Customer Operations & Shared Services

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

The Head of Customer Care is responsible for leading people and performance across the operations for all brands, as well as managing the performance and contract governance of 3rd party relationships. This role is responsible for developing business plans and strategies whilst managing targets to ensure business needs are exceeded and financial targets met. The role is focused on driving exceptional customer service and continual improvements in results, process, efficiency, digital automation and enhancement, through our own contact centres and Partners. 

Responsibilities

  • This is a leadership role responsible for developing and implementing the Contact Centre strategy across all brands, and driving transformational programs when required.
  • Fostering new thinking and innovation through ongoing ideation and improvement. This role seeks and develops fresh ideas on how to deliver on our ambition.
  • Provide strategic direction and leadership to the teams so that they consistently meet and exceed performance metrics.
  • Lead, develop and mentor direct reports to maximise performance and engagement whilst providing further opportunities to grow. Maximise people retention strategies, through effective implementation of performance, recruitment and development strategies.
  • Ensure we have measurable goals and objectives for key Customer Care metrics and monitor the timely and accurate delivery of these KPI’s and provide oversight and reporting on performance for customer care across all sites to ensure that business outcomes are met across the organisation.
  • Lead programs that identify root causes of customer dissatisfaction and drive root cause remediation. Lead, educate and implement a customer experience focus across the business to eliminate future pain points, being the voice of the customer.
  • Lead teams to identify issues impacting advisor performance, develop and execute solutions to improve performance and customer satisfaction.
  • Develop and maintain strong relationships across the organisation and with 3rd party suppliers. Work with business leaders to ensure support of initiatives and strategies across the business, within the contact centre environment and across the rest of the business.
  • Lead overall contract governance with the 3rd party suppliers manage any noncompliance and promote effective decision making.
  • Review and assess current commercial contracts to determine sourcing opportunities that will deliver cost savings and business benefits, whilst protecting the companies’ interests at all times.
  • Lead a common and consistent approach across all contact centres.
  • Responsible for P&L lines and budgets ensuring strategies are delivered in support of business growth.

Knowledge and experience

  • Strong experience in leading contact centre operations and strategy
  • Experience in Managing 3rd party relationships, including experience in commercial and contractual governance
  • Ability to manage cross functionally at all levels of an organisation
  • Excellent communication, liaison and stakeholder management skills at all levels within the organisation
  • Experience in working in high change environments
  • Proven influencing and negotiation skills
  • Highly developed human relationship skills in the areas of leadership, team building, negotiation and conflict resolution. Demonstrate people management experience in a team environment.
  • Excellent organisation skills with the ability to multitask, meet deadlines and delegate where appropriate.
  • Ability to work proactively and use initiative to achieve departmental targets
  • Flexibility to adapt and change in a dynamic business environment
  • Self-Awareness – ability to recognise the impact of actions on others
  • Demonstrated ability to develop long/short range plans and strategies
  • The ability to communicate and interact with a diverse range of people at all levels of TPG Telecom and its customers

Perks and Benefits

  • 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 LinkedIn Learning and Vodafone Learning platforms
  • 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!

At TPG Telecom we take all reasonably practicable steps to protect the health and safety of our people. The successful candidate is required to be fully vaccinated against COVID-19, due to the increased risk of infection and nature of the work. Please let our team know if there is anything you need to discuss about your individual circumstances.

  • Closes in 2 days - 31 May 2022
  • Published on 09 May 2022, 11:49 PM