Senior Manager, Customer Resolution Team - Melbourne

Are you ready to say ‘Yes’? We’re looking for a world class Snr Manager, Customer Resolution Team who will be known as a Complaints Community Manager in our business to help revolutionise customer care with our newly formed Complaints Customer Resolution Team

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

As part of the complaints family, you’ll be leading a community of Customer Resolution Experts and Coaches. In the new world, a community is made up of a number of collaborative teams, with each team being supported by a Coach. Our complaints specialists in each team will be universal in knowledge and will be required to contribute towards the development and execution of the Optus Complaints Strategy across all products and services, working closely with both internal and external regulatory bodies such as the TIO, ACMA and the Privacy Commissioner.

The Customer Resolution Team will be responsible to lead and handle escalated complaints from all company platforms and providing a customer centric recommendation and solutions;

•        End to end case management of complaints in line with dispute procedures;

•        Process and manage complaints in a timely manner and help provide better customer experiences;

•        Identify area of improvement and root cause initiatives

We are 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.

The Community Manager, Customer Resolution Team will be required lead and contribute to data driven improvement and innovation initiatives that will help us reduce our TIO complaints volumes to be the best in the industry.

We’re 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 complaints team, we own the issue end to end.