THE COMPANY:
More ) and Tangerine ) are two fast growing challenger brands in the telecommunications space. Offering nbn, mobile and fixed voice products to both consumers and small businesses right across Australia. With our continued rapid expansion, we're on the lookout for an Assurance Lead.
As the Assurance Lead at More Telecom and Tangerine Telecom, you'll be joining a multi award-winning company. We were certified as a 'Great Place to Work' in 2023, and we were named Smart50 Workplace Winners for our inventive approach to people and culture. We take pride in creating a workplace that values simplicity, transparency, and customer support. We've also won numerous industry awards and are in the AFR Fast 100 for 2023.
We're also proudly part-owned by the Commonwealth Bank of Australia (CBA) having acquired a stake in mid-2021, that delivers special benefits for CommBank customers and staff.
ABOUT THE ROLE:
Are you ready to take the lead in delivering exceptional service assurance outcomes? We're seeking an experienced Assurance Lead to join our Melbourne team. In this senior technical and operational role, you'll design and implement efficient assurance processes, coach frontline teams, and ensure fast, reliable service for our customers.
You'll collaborate with cross-functional stakeholders, uplift team capability, and drive operational excellence making a real impact on customer experience and business performance.
RESPONSIBILITIES:
* Provide technical leadership for complex troubleshooting and escalations, especially for NBN-related faults.
* Support and coach Level 1 and Level 2 assurance and provisioning teams, identifying training needs and sharing knowledge.
* Drive improvements in First Contact Resolution (FCR), Mean Time to Resolve (MTTR), and customer satisfaction.
* Conduct quality audits and implement feedback loops to enhance service delivery.
* Liaise with upstream carriers (e.g., Vocus, Engine, ABB) to resolve issues and improve coordination.
* Represent the assurance function in cross-functional meetings and strategic initiatives.
* Collaborate with Data & BI teams to monitor KPIs and drive continuous improvement.
* Promote a culture of curiosity, agent and customer experience, and celebrate team achievements.
* Ensure all operations and initiatives comply with regulatory and compliance obligations.
* Occasional travel to Manila (2–4 times per year).
QUALIFICATIONS:
Experience
* Minimum 5 years' experience in nbn provisioning and/or service assurance roles
* Deep understanding of nbn technologies (TC1, TC2, TC4, LNP, Opticomm, VOIP)
* Proven leadership, coaching, and mentoring experience
* Experience in leadership, coaching or mentoring teams preferred, but not required
* Familiarity with CRM systems, ticketing workflows, and regulatory compliance
Skills
* Strong diagnostic, escalation, and customer-first mindset
* Excellent communication, interpersonal, and stakeholder management skills
* Analytical, detail-oriented, and results-driven
* Able to thrive in a fast-paced environment and juggle multiple priorities
* Proficient with project management tools and software
THE PERKS
We're proud to offer a range of benefits that support your wellbeing, growth, and lifestyle:
* Free home internet and mobile phone plan
* Mobile handset finance options
* Ongoing learning and development opportunities
* 24/7 wellbeing support through our partnership with Sonder
* $150 birthday voucher and a day off to celebrate
* Generous paid parental leave
* Work anniversary rewards
* Recognition prizes for positive customer feedback and employee shout-outs
* AFL and BBL season tickets
* Exclusive Samsung product discounts
* Partnerships with Telco Together and Pancare charities
* Our famous Christmas party (it's a big deal)
Step into a role where your leadership and commitment to quality will help shape our customer experience