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Platinum Care Coach - Melb/Syd/Adel

Date: 12-Jun-2019

Location: Melbourne, Australia

Company: Singtel

Are you ready to say ‘Yes’? We’re looking for Rockstar status coaches to come and revolutionise service with our Platinum Care Team. Our Platinum Care Team is like no other, we are a family. We collaborate to provide unique customer solutions and in turn, our customers are happier, stay longer with us and spend more over time. Are you passionate about working together with a like-minded group of experts with the drive and motivation to deliver what’s best for our customers?


We’re getting the band back together and are 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 Platinum Care Team, we own it. Our Platinum Customers have a suite of products and services with Optus ranging from Entertainment to Home and Mobile that collectively hold over 2 Million Services.


Are you an individual who can motivate and inspire a ‘team of experts’ to amaze and astound customers?

At Optus, we’re transforming the way we do things. This isn’t your traditional management role. We’re turning a page and starting a new era. Gone are the mundane admin tasks, your days will consist of coaching and mentoring to enable kick ass customer service.


You’ll need to be brave, curious and create meaningful connections to be successful in this role.

So, what’s in it for you?

•        A fresh working environment like no other

•        Awesome perks and discounts on a range of services

•        A healthy remuneration package and bonus for OTP

•        The ability to bring your own flavour and own it

•        You get to focus on the fun stuff, developing a Team of Experts and your own skill set

•        Recognised for your contribution and value add.

•        Being able to develop future leaders

•        The ability to make a difference for our customers as we transform the way we serve


As part of the family, you’ll be working in a community. A community is made up of 4 Pods, each Pod has 10 Experts and their coach, you. Our Experts are universal in knowledge covering our Entertainment, Home and Mobile products. Our customers can choose to contact us however they like, voice or chat? We’ve got them covered. No customer will be left behind ever again.


Key Responsibilities


  • Meet and exceed objectives for team performance and individual performance of experts by providing effective feedback, coaching, and support. Minimizes 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 inspection and observation of expected behaviors and outcomes, actively engaging in day-to-day activities in the pod and being a trusted resource for experts through in-the-game coaching.
  • Effectively use recognition, coaching, training, and other tools to lead experts and inspire world-class performance and employee retention.
  • Coordinate, cooperate, and collaborate with other coaches serving a shared customer base to ensure a seamless customer experience.
  • Also responsible for other Duties/Projects as assigned by business management as needed.

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!