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Operations & Customer Service Manager

  • LocationNorth Sydney, NSW 2060
  • Work TypeFull time
  • Positions1 Position
  • Job no: JDK3D
  • Category: Customer Operations - Vodafone, Lebara, Lebara

Two of Australia’s leading telecommunication companies, Vodafone Hutchison Australia and TPG, have come together to form TPG Telecom Limited. TPG Telecom Limited has a powerhouse of brands which include Vodafone, TPG, iiNet, Internode, Lebara, AAPT and Felix. TPG Telecom is the second largest telecommunications company listed on the ASX. Combining a mobile network and a fixed line network delivering exceptional performance, TPG Telecom Limited is connecting Australia for the better.

Lebara mobile is a globally recognised provider of low cost, high quality international mobile services. Lebara is looking to further strengthen its product & service offerings in the Australian international mobile market. To do so, we need highly driven and ambitious individuals who are looking to establish an ever-challenging and highly rewarding career in the telecommunications industry. 

As Operations & Customer Service Manager you will manage and support an outsourced call centre team and drive a culture of change through effective leadership, mentoring and coaching of the team. You will drive continuous improvement by analysing data and feedback to identify performance trends and develop detailed plans to improve service and performance.

Based in North Sydney and reporting to the Head of Operations, you will also support customer inquiries and strive for a first point of call resolution and total customer experience. Forming strong relationships with Sales and Marketing leaders across the organisation will allow you to streamline the customer life cycle and create and capitalise on lead opportunities.

You will liaise with external bodies like Police, DDR, Courts and TIO and provide any reporting that may be required. In addition, you will escalate any services and customer interruptions and recommend alternative service solutions where required. You will also be a key player for the the new billing platform migration from a customer and customer services point of view.

Being adaptable, managing change and maintaining resilience is key to success for this role. You will have strong experience in call centre customer service leadership, with the ability to influence and develop team members within a fast-paced environment. Your communication skills will allow you to develop strong meaningful relationships with your stakeholders.

What makes Lebara great is our people, we are a strong and mighty team that do a lot and we do it well. Lebara is a company where you can truly gain experience in a dynamic and diverse work environment. Working at Lebara means taking on new and exciting challenges that help you grow and develop your career.

So if this sounds like your kind of thing, take the next step and apply now!