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Customer Resolution Team (CRT) - Coach - Sydney

Date: 20-Sep-2022

Location: Sydney (Macquarie Park HQ), Australia

Company: Singtel Group

So, why Optus?

At Optus, we don’t sit back and let the future happen to us - we’re out there making it. By expanding into new technology and relentlessly improving every day, we’re creating a better tomorrow for all Australians. We believe 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.


About the role

Optus is creating an environment where we actively encourage a proactive and highly engaged team culture where individuals are empowered to advocate for their customers to provide excellent service to reduce both internal and TIO complaints. When a customer contacts our complaints team, we own the issue end to end.


As part of Customer Relations team you'll be responsible leading a community of Complaint Experts, who manage customer complaints from all company platforms, providing a customer centric recommendation and solutions. The Coach will play a vital role in the success of this team, coaching and mentoring our Expert to help them be the best they can be!


The responsibilities:

  • Meet and exceed objectives for team and individual performance by providing effective feedback, coaching and support.
  • Minimise escalations through effective leadership and support as well as accurate handling of calls raised to the coach to achieve the right result.
  • Understand and effectively leverage metrics and other measurements to drive team performance; use good judgement and business insight to balance and resolve customer issues.
  • Effectively use recognition, mentoring, training and other tools to lead the Customer Resolution Experts and encourage world-class performance and people retention.
  • Support the Community Managers by leading and delivering business improvement and root cause initiatives aligned to business strategy to deliver on customer expectations and complaint reduction strategy.


About You

  • Ability to support and lead successful teams with emphasis to coach and inspire.
  • Experience in a complex customer service environment, with sophisticated and prominent customer complaints understanding.
  • High level of interpersonal skills together with ability to display an appropriate degree of empathy.
  • Great communications skills, ability to understand and articulate issues and manage priorities.
  • Excellent internal and external collaborator management, strong influencing skills, excellent verbal and written communication.


Optus is a place where we let you do you. Whether you’ll be working in our corporate offices or in a retail store, we're a highly collaborative workplace, and offer a range of perks such as:

  • A competitive salary
  • Discounts on products and services
  • Ongoing training, mentoring and development opportunities
  • Fantastic office environment and team culture


As a provider of essential services across Australia, Optus has a critical role in the community through keeping our customers connected to the people they love and the things that matter. It is also our priority to ensure we provide our amazing people and our customers with a healthy and safe workplace environment. In light of the significant risks posed by COVID-19, Optus expects all workers to be fully vaccinated against COVID-19, and will require vaccination for certain roles as well as access to Optus workplaces. Please speak to us if you have any questions about this policy or how it impacts you, including any concerns you might have about meeting this requirement.


Curious about our culture? Go behind the scenes with our people by searching #OptusLife on LinkedIn.

Please no recruitment agencies, we’ll be managing this role in-house. Any resumes submitted outside of our process will be deemed the sole property of Optus.