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Mobile Resolver Team Leader - 12 mth secondment/FTC

Date: 12-Jun-2019

Location: Melbourne, Australia

Company: Singtel

The Mobile Resolver team is responsible for delivering superior service for escalated Mobile Complaints ensuring complaints are being resolved on the first interaction to prevent external escalation. In responding to customer complaints, the team must ensure that all responses are thoroughly and accurately investigated, comply with relevant Codes, Regulations and Legislation, and offer cost effective and creative resolutions. Whilst the focus is on retaining the customer, the team must also ensure that their responses minimise any risk or exposure to the business

The primary focus of the Team Leader is to provide exceptional leadership that encourages representatives to exceed both customer and business expectations. This is achieved through driving key competencies in customer, business and employee satisfaction, as well as demonstrating excellence in leadership.

The Team Leader is further required to liaise with key stakeholders providing feedback & insights into complaint drivers that will contribute to complaint reduction initiatives.

A Mobile Resolver Team Leader has several Key Areas of Responsibility, as follows:

Key responsibilities of the Mobile Resolver Team Leader are as follows:

  • Maintaining morale & performance of team in a high pressured & ever-changing environment
  • Inspire our people by connecting their daily work to the vision and strategy
  • Maintaining morale & performance of team in a high pressured & everchanging environment
  • Development of coaching strategies to drive accountability and a high performing team
  • Support transformational change and lead your people through it
  • Attracting, developing and retaining talent
  • Promote a culture of Innovation through Continuous Improvement
  • Accurate & valid reporting to Centre Manager
  • Building & maintaining excellent lines of communication & cooperation with a wide variety of critical stakeholders
  • Demonstrating Optus' values and brand behaviors

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!