Triage Analyst Customer First

Optus is an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile, broadband, and digital solutions. As a Triage Analyst Customer First on a 6-month secondment, you will be instrumental in managing incidents effectively and supporting a positive customer experience.

Your day to day will consist of

• Leading the end-to-end management of incidents
• Aiding the query Management Lead and maintaining high standards.
• Owning and tracking relevant registers, ensuring content is updated and completed within required timeframes.
• Monitoring items raised via the incident reporting form and performing initial triage activities.
• Leading Billing & Credit response for incidents, ensuring compliance with key regulatory areas.
• Conducting triage and analysis on exceptions reporting, and documenting triage evidence.
• Supporting the Incident Response Lead in crafting documentation for senior and executive leadership communication.
• Ensuring working group minutes, actions, and attendance are tracked and communicated to key collaborators within deadlines.
• Developing and maintaining a benchmark repository for Incident Management to meet and exceed standards.
• Building reports on incident prevalence, trends, and metrics for relevant Business Risk committees and compliance forums.
• Recognising problems and patterns in incident management and offering feedback to guarantee that strategic and tactical controls are implemented.

What You Bring

• Knowledge of Telecommunications Regulatory, Privacy, Legal, and Fraud Risk Management components.
• Proven Project Management experience.
• Core understanding of Customer Relationship Management Systems, such as Jarvis SME, and intimate knowledge of order management workflows.
• Outstanding critical thinking ability.

The good stuff….

• Competitive remuneration and employee discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and unique shopping discounts with our retail partners.
• Flexible working arrangements with opportunities to work three days in the office, two days remote or home.
• Vibrant and collaborative office campus that includes cafes, convenience store, chill out zones, GP, post office, gym and on-site childcare centre.
• Competitive leave policies, including additional 'Connected’ days to focus on culture, family, health, community, or whatever’s important to you.
• We support growing families with inclusive, carer-neutral paid Parental Leave of up to 16 weeks.
• Direct your own development and build future-ready skills with Optus U’s industry-focused micro-credentials, developed with La Trobe and Macquarie Universities.
• Build meaningful connections through employee-led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network and Express Yourself (LGBTQIA+).
• Put your wellbeing first with free access to counselling and support services, 24/7 — in-person, by phone, SMS, or video.

At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email AccessibleRecruitment@optus.com.au or call 1800 309 170. We're here to help. When you contact us, please advise your preferred method of contact and we will be in touch within 48 hours.

For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity