Care Lead (felix Mobile)

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?

Who is felix?

felix is Australia’s first telco to be powered by 100% renewable electricity and carbon neutral certified. felix was created to deliver a digital mobile service that starts conversations – through radical simplicity, outstanding customer service and having a positive impact on our planet. We offer three great value mobile phone plans purchased through our digital native app first journey or in-store through our retail partners. We also plant a tree for every customer, each month they are subscribed.

Your opportunity:

This role is responsible for the successful management of the felix Customer Care function and the ongoing optimisation of the digital care funnel. The primary objective of the role is to deliver a best-in-class digital customer service experience for our customers through customer insights and leveraging tech innovations. The role will be a natural extension of the wider Consumer felix team, work collaboratively to gain buy in, alignment and commitment to vision and strategy.

What you’ll bring:

Operational Excellence & KPI Management

• Ensuring effective day-to-day operations to meet key performance indicators (KPIs).
• Producing regular reporting and participating in operational review meetings.
• Leading root cause analysis and remediation for customer dissatisfaction.

Leadership & Team Development

• Leading, mentoring, and developing both direct reports and contact centre teams.
• Fostering a customer-centric culture through leadership engagement and communication.

Voice of Customer (VOC) Program & Customer Insights

• Managing and analysing customer feedback from multiple channels (Qualtrics, Freshdesk, social media).
• Using insights to identify pain points and drive improvements in the customer journey and product roadmap.

Self-Service Optimization

• Enhancing self-service tools to reduce customer contact rates.
• Optimizing FAQ content and chatbot (Mr Botsy) performance using analytics and insights.

Workforce & Efficiency Optimization

• Driving efficiency improvements in the care team through technology and process enhancements.
• Managing a backlog of care projects, evaluating business benefits, and overseeing implementation with tech teams.

Ideally, you will also have:

• Minimum of 7 years’ experience in Customer Care and 3-5 years of leading and managing Customer Service teams, including extensive experience in deploying and managing digital channels such as Live Chat
• Experience using CRM platforms such as Freshdesk, Zendesk, Service Cloud.

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 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

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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