Customer Resolution Team (CRT) Senior Expert Secondment – Sydney Customer Resolution Team (CRT) Senior Expert Secondment – Sydney

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 for handling complaints from internal and external authorities and all company platforms in a timely, professional and caring manner. While providing the best customer experience each and every time.

The Senior Customer Resolution Expert is a highly skilled problem solver who manages the communities most complicated, high profile issues and is there to support our experts and coaches. They can identify trends, be a strong networker, have sophisticated negotiation skills and can communicate to a wide range of business partners. They have the ability to identify underlying risks and trends willingly sharing their knowledge across the community.

This is your chance to be surrounded by a hard-working and dynamic team, whilst we’ll support your training and invest in your long-term growth and development.

The responsibilities:

• Manage high risk and complicated complaints in accordance with legal, risk and compliance requirements to deliver outstanding customer service.
• Assist in the development and facilitation of a high quality focus business environment that achieves continual process improvement in line with regulatory obligations.
• Support initiatives, investigating processes and seeking feedback to continually improve practices and procedures.
• Impart knowledge, provide advice and support across the community, and work with others to find opportunities to improve efficiencies and processes.

About You

• Experienced in a complex customer service environment, and well equipped in handling sophisticated and prominent customer complaints.
• 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 work under pressure to manage exciting priorities.
• Ability to negotiate positive outcomes, be team oriented and able to build positive relationships with others, impart knowledge and coach others.
• Most of all, you will be able to think your way through a problem to come up with a viable solution.

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.

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