Customer Support Team Leader (Hobart)

Join a powerhouse of brands that connect customers, businesses and communities.
- Bring your boldness and stand out in an organisation that supports you to shine.
- Access to awesome perks like a free mobile and home internet plan!

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 solid 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.
- Excellent communication & presentation skills.
- 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
- 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._
- Our Talent Acquisition Team and Hiring Managers kindly request no unsolicited resumes or approaches from Recruitment Agencies. TPG Telecom is not responsible for any fees related to unsolicited resumes._

**#LI-Hybrid**

Video Apply on Kit Job: kitjobau.com/job/3quat6