Posted Monday 9 March 2026 at 2:00 pm
Are you looking for an awesome place to work, where you can proudly be your authentic self, and be part of #oneteam?
We are looking for a passionate team player who aligns with our values and culture, takes pride in their unique contributions, and can challenge the status quo with disruptive thinking. If this sounds like you, come and join us!
About the Role
Team Leader - Customer Care, is responsible for leading a frontline team that provides first-line, non-technical account support for our B2B customers. You will own day-to-day operations for the care queue, including service quality, case workflow, performance coaching, process improvement and roster coverage. The follows Vocus' hybrid model (two days per week in the office). This is a desk-based role with no travel to customer sites expected. Travel for internal events may be expected occasionally.
What you'll be doing
* Govern a team of customer care professionals, both onshore and offshore, to achieve their performance targets, provide clear direction, mentorship and support in day-to-day activities
* Set team-level goals, performance plans and KPI's in line with broader business strategy and manage the team's execution to consistently meet or exceed these objectives.
* Work with leadership to ensure your team has the resources and cross-functional support from other departments (Billing, Delivery, Support, Sales, Marketing, Product) to support customers.
* Present team performance metrics and trends to senior management and implement corrective actions or new tactics when performance gaps are identified.
* Manage customer disputes and complaints escalations, including TIO issues, in accordance with established processes to ensure cross business visibility and timely resolution.
* Support customer programs that drive retention and expansion, such as onboarding journeys for new clients, win back campaigns, sales promotions and loyalty initiatives.
* Gather customer feedback and monitor case trends and recurring issues to inform service and product improvements and innovations.
* Support internal improvement and change initiatives as required to ensure the Customer Care team and our end user customer experience is considered as part of any proposed new products or processes.
What you'll bring to the role
* Minimum 5+ years' customer facing role with leadership experience.
* Leadership, coaching and team management: Expert
* Written and verbal communication: Expert
* Stakeholder management & ability to influence: Proficient
* Risk (churn) identification & mitigation: Proficient
* Proficiency with CRM and other software tools:Expert
* Coverage planning & team enablement: Proficient
* Cross-functional enablement & operations alignment: Proficient
What We Offer
Working at Vocus will give you rewarding experiences and the opportunity to do extraordinary work. You will enjoy:
* Diverse and dynamic teams with a supportive and inclusive culture.
* Supportive career development plans with comprehensive ongoing training, support, and development opportunities.
* Flexible hours and a hybrid working environment
* Generous discounts on power, gas, mobile and internet; plus, discounts to over 400 retailers.
* Competitive leave options, including anniversary leave, purchased leave, parental leave, volunteering leave, study leave, and 5 extra days of Vocus leave each year, plus more.
* Study assistance programs to excel your personal growth, learning and development.
* Health and wellness offerings, including access to our wellbeing initiatives that can help you from a financial, psychological, and physical perspective.
Working at Vocus is never just a job – it's personal. We're crazy about our customers and believe our people are the difference. Our wonderfully diverse team and a vibrant culture define us. We care about the impact we have on our people, our customers, and our communities and are committed to operating as a responsible, ethical business.
We pride ourselves on setting audacious and ambitious goals and believe that we can play our part in changing the Australian telecommunications landscape and make a fundamental difference to people's lives.
With us, you'll have the opportunity to lead and inspire teams, work on projects that are shaping the future of telecommunications and become part of a culture that thrives on creativity, encourages new ideas, and provides a collaborative and inclusive environment.
About Us
As Australia's specialist fibre and network solutions provider, we own and operate 25,000km of secure, high-capacity fibre connecting people, businesses, governments, and communities across Australia to the world. Through our well-known retail brands, we deliver simple and affordable broadband, mobile, voice and energy services with the purpose of Building Critical Connections. Enabling Better Possibilities.
Ready to take the next step?
If you like the sound of this role and think you'd do a great job, but are worried you don't tick every box, we encourage you to back yourself – we know that diverse groups are less-likely to apply for roles they're not 100% qualified for, but just as likely to succeed at them!
We are a proud equal opportunity employer committed to providing a safe, diverse, and inclusive working environment where all our team members feel like they belong. We know diversity makes us stronger and we encourage applications irrespective of background, age, origin, gender, sexual orientation, identity, or ability.
If you feel comfortable, please let us know if you have any accessibility requirements upon application, so we can make any adjustments required to support you throughout our recruitment process.
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