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Customer Resolution Coach, Melbourne

Date: 13-Jan-2021

Location: Melbourne, Australia

Company: Singtel

Join a company dedicated to your career development and where you can simply be yourself at work!


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


We’re now on the lookout for two world class Customer Resolution Coaches to assist revolutionise customer care within our Complaints Customer Resolution Team. In this role, you’ll be leading a community of Customer Resolution Experts; a community made up of several collaborative working teams supported by you. You will be responsible in leading this team of Experts who will:

  • Manage customer complaints from both internal and external authorities, and all company platforms to provide a customer centric recommendation and solution
  • Provide 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 areas of improvement, and root cause initiatives


We’re 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.


Your key responsibilities in this role will include:

  • Meeting and exceeding objectives for team performance and individual performance of Customer Resolution Expert by providing effective feedback, coaching and support.
  • Minimise escalations through effective coaching and support as well as proper handling of calls escalated 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 acumen to balance metrics and resolve customer issues.
  • Provide meaningful career and professional development for assigned experts, in partnership with leadership development staff
  • Coach and develop experts, including monitoring and observation of expected behaviours and outcomes, actively engaging in day-to-day activities in the team and being a trusted resource for experts through in-the-game coaching.
  • Effectively use recognition, coaching, training and other tools to lead the Customer Resolution Experts and inspire world-class performance and employee retention.
  • Complaints reporting and trend analysis to design out adverse risk
  • Play a part in recruiting and attracting the right talent and setting training and quality standards
  • Responsible for improving quality, productivity and efficiency
  • This role may require potential future travel (Domestic / International)
  • You may be required to support a rotating 7-day roster


The successful applicant will require strong leadership, a passion for change and an ability to develop coaching strategies to drive accountability and a high performing team. They will be required to coordinate and collaborate with other coaches to achieve our goal of having the lowest complaint volumes in the industry. Additionally, you would hold proven exceptional experience in:

  • Managing a team in dispute resolutions / complaints; financial services or utilities background preferential, vulnerable customers
  • Ability to coach to success, and build high performing teams
  • Practical knowledge of consumer protection privacy & ACCC legislation
  • Ability to identify insights and trends and effectively develop recommendations back to the business
  • Product knowledge skill aligned to the role
  • Previous technical skills and knowledge aligned to the role
  • Excellent internal and external stakeholder management, strong influencing skills, excellent verbal and written communication
  • Demonstrated experience within the telecommunication and Complaints space
  • The ability to facilitate workshops and work towards required outcomes


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!


Due to COVID-19 and the rise of job applicants in the market, it may take us a bit longer than usual for us to come back to you. We appreciate your understanding and patience during these unprecedented times.