Bring your 'you' to TPG Telecom, and help us build meaningful relationships and support vibrant, connected communities.
We're better and bolder together.
TPG Telecom started with a belief that we can make things better for Australians. We believe in the power of meaningful relationships to support vibrant, connected communities where everyone belongs. It's our why; our reason to exist. Now, we're proud to be one of Australia's leading mobile and internet providers. We're not just redefining telco, we're changing its course. And you play a role in that. A big one. The opportunities are plenty for those who are ready to accept the challenge.
Could that be you?
Your opportunity
The Team Leader, Business Mobility Service is responsible for leading a team of Customer Solution Specialists and for optimizing service journeys, enhancing customer experience, and aligning the function with business goals. This role bridges the gap between service strategy and execution, ensuring that service teams operate efficiently, effectively, and collaboratively. This role critically aligns the company's objectives of driving customer experience, retention and loyalty.
The purpose of the role is to use your strong leadership skills to motivate and support the team to achieve and maintain service level agreement targets along with keeping the Spirit of TPG Telecom at the forefront of what you do.
You'll make impact by
Leading an on-shore Business mobility customer service team, ensuring timely and high-quality support of end-to-end customer lifecycle service management
Driving standard and consistent service management experience through each interaction
Driving adherence to service standards and monitoring KPIs (e.g., cycle time and NPS)
Delivering cross-functional initiatives to improve customer experience and ways of working
Partnering with platform owners and IT stakeholders to drive UX and customer journey improvements through core Service tools and systems (e.g., CRM, ticketing systems, knowledge bases)
Facilitating appropriate sales cadences and rhythms through 1:1s, huddles and meetings
Conducting regular training to ensure product knowledge and service excellence
Preparing and presenting performance reports to senior leadership
Driving continuous improvement initiatives across all service journeys
Building and maintaining strong business relationships with key stakeholders, internal and external business partners and customers
Developing and growing the team and culture, ensuring you role modelling appropriate behaviours through your leadership to influence performance
Creating an environment in which the team can fulfil their performance and career potential
Being familiar with policies and procedures, as well as completing any associated training, as communicated or made available on the intranet and our learning systems
Implementing team rituals and rhythms to drive performance, engagement and culture
What you'll bring
Strong service experience with proven ability to encourage and influence positive performance results and behaviours of team members.
Delivery of continuous improvement initiatives and programs to meet evolving customer and business needs
The ability to coach and motivate individuals, using a "customer first" type approach, to resolve customer needs and in a timely manner
Able to creatively position TPG as an innovative, flexible, and responsive service provider.
Telecommunications service experience preferred
Preference for role to be based in Tasmania
What's in it for you
Flexible hybrid way of working (from home and office)
'Stay Connected Mobile' – Access to a free mobile plan
'Stay Connected NBN' – Access to a free NBN 100 plan
'Your Leave' - an additional 4 days of leave to be used whenever you like - every year
Access to TPG Learning Hub platform and internal development opportunities
Access to Corporate Partner Discounts
Come join us and build a better future. Apply today.
Please note we are taking a break over the holiday season from the 19th December **** will return on 5th January ****. We will work through applications on our return.
Don't meet every single requirement? That's OK At TPG Telecom, we're all about creating an accessible workplace where everybody feels safe to bring their authentic self to work - regardless of background. If you think this role is a great fit for you but some of the qualifications don't align with your experience, we still encourage you to apply - you might just be the perfect candidate for a similar role with us Learn more about life at TPG Telecomhere.
TPG Telecom also acknowledges the Gadigal People of the Eora Nation as the Traditional Custodians of lands and waterways where this office can be found in Barangaroo.
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