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Customer Resolution Mgr - Syd

Date: 09-Aug-2019

Location: Macquarie Park, Australia

Company: Singtel

Are you ready to say ‘Yes’? We’re looking for a world class Customer Resolution Manager who will be known as a Complaints Coach in our business to help revolutionise customer care with our newly formed Complaints Customer Resolution Team.

At Optus, we’re transforming the way we do things. You will be influential and a key part of delivering change via our new agile ways of working. We’re turning a page and starting a new era. 


As part of the complaints family, you’ll be leading a community of Customer Resolution Experts. In the new world, a community is made up of a number of collaborative working teams supported by a Coach. Each Customer Resolution Coach will be required to contribute towards the development and execution of the Optus Complaints strategy working closely with both internal and external regulatory bodies such as the TIO, ACMA and the Privacy Commissioner.


The Coach, Customer Resolution Team will be responsible to lead a team of Experts who will manage customer complaints from both internal and external authorities and from all company platforms, providing a customer centric recommendation and solutions;

•        End to end case management of complaints in line with Optus dispute resolution procedures;

•        Process and manage complaints in a timely manner and help provide better customer experiences;

•        Identify area of improvement and root cause initiatives


We are shifting the needle on how we manage our customer complaints at Optus. We’re creating an environment where we actively encourage a proactive and highly engaged team culture where staff are inspired to advocate for their customers to provide excellent service to reduce both internal and TIO complaints.


The Coach will play a vital role in the success of this team.  Gone are the mundane admin tasks, your days will consist of coaching and mentoring our Customer Resolution Expert to help them be the best they can be.


We’re all about providing our customers with exceptional value, service and products. We like to push the boundaries and explore how we can go further to deliver exceptional customer service. When a customer contacts our complaints team, we own the issue end to end.

Optus believes in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers.

Heads Up!
Due to the fast paced nature of our business, vacancy close dates may change, so make sure you apply today!