High Risk & Vulnerable Team-SME

Employment Type PermanentClosing Date 3 May 2024 11:59pmJob Title High Risk & Vulnerable Team-SMEJob Summary As a Customer Operations Specialist you play a key role in delivering a great experience for Telstra’s customers. You use your significant expertise and experience in customer service and Telstra’s products, services and processes to support service centre managers and team members to deliver a seamless serviceJob DescriptionWe're an iconic Aussie brand with a global footprint. Our purpose is to build a connected future so everyone can thrive. We're all about providing the best experience and delivering the best tech on the best network.This includes making Telstra the place you want to work.For you, that means a having career that grows with you, and working with a team powered by a human connection that prioritizes well-being and choice.Here’s what you can expect from us

• Flexible working. Wherever you live, choose where, when, and how you work so you can be at your best.
• There when life happens. From Gender Affirmation Leave to Telstra’s Additional Leave Day, we give you time to spend away from work when you need it most.
• Pay for performance. We recognize outstanding contributions through our generous incentive programs.
• Parental Leave. A gender-equal policy for parents so you can choose how and when you take your leave (16 weeks full pay or 32 weeks half pay). Receive superannuation contributions on paid and unpaid parental leave.
• Unlimited learning. Level up your credentials with access to 17,000 learning programs. Learn ‘on the job’ and achieve university credits toward degrees and master’s programs.
• Global presence. With a global presence across 22 countries, there are many opportunities to work where we do business.
• Extra perks. Receive 25% off Telstra products and services, plus unlock exclusive discounts from over 240 brands and partners.

Make a DifferenceAs the High-Risk Vulnerable Team Subject Matter Expert (SME) you will assist the High-Risk Vulnerable Customer Complaints Team in their management of customer complaints and issues of the highest sensitivity by ensuring our team members are engaging with our customers, on behalf of Belong in a timely; empathetic; efficient; and professional way. You will assist in developing and coaching a team of specialised complaint staff who provide complex support to customers in need. You will work closely with Telstra teams to ensure processes are aligned to meet industry standards including adopting best practice standards.You use your deep knowledge of Belong’s products, services and processes and your passion for customers to support the team to deliver a great customer experience in relation to a broad range of products and services.Key ResponsibilitiesThis is how you will bring the purpose of your role to life:

• Identify areas of opportunity in the management of customer and business issues including trends, drivers, insights, and process improvements
• Utilise sound process and product knowledge to provide timely and accurate advice to customers.
• Apply strong problem-solving ability, utilising networks to provide an exceptional customer experience.
• Contribute and support the development of policy and process where applicable.
• Leverage your experience as a subject matter expert to participate in continuous improvement initiatives by supporting the design of new customer experience processes
• Provide expert knowledge to staff on products, services, processes, and systems to help resolve queries and build team capability.
• Contribute significantly to formal development of new staff on products, services, systems and processes.
• Provide expertise, analysis, and guidance to staff in the resolution of complex or escalated customer complaints and/or issues arising on the job.
• Assist with Root Cause Analysis on Fallouts/Fulfilment Failed/Rejected Orders – presenting business proposals based on findings.
• Contribute to development, maintenance and continuous improvement of tracking and reporting frameworks
• Assist with ongoing reviews of business and IT processes and systems to ensure the company’s evolving operational objectives are met.
• Significantly contribute to identification, discussion and facilitation to resolve issues and blockers and progress improvement ideas with the industry partners and ITO stakeholders to ensure continuous improvement, and development of agents is undertaken.
• Lead or significantly contribute to new process & product update communications to team/centre.
• Model continuous learning by staying up to date with new products, services, processes and technology, use this to coach and mentor less experienced team members.
• Demonstrate personal responsibility for meeting Telstra HSE requirements in relation to yourself and those you work with.

About youTo be successful in the role, you'll bring skills and experience in:Essential skills.

• Results Driven
• Communication Skills
• Time management an organisational skill
• written and verbal communications.
• problem solving
• superior stakeholder management practices.
• Analytical Thinking
• Business Writing
• Development Planning
• Process Improvement
• Exceptional time management skills including a demonstrated ability to manage competing priorities.
• Sound product knowledge and experience utilising knowledge management tools and systems.
• Strong understanding of Belong’s structure and operating environment.
• Ability to work effectively as part of a team.
• High attention to detail with a focus on delivering quality outcomes.
• Ability to build genuine trust and rapport with team members.
• High degree of personal accountability.
• Ability to self-teach and adapt to a rapidly changing environment.
• Proven ability to be flexible and proactive.
• Demonstrate resilience and ability to deal with challenging or difficult situations.
• Demonstrated ability to work in a collaborative environment sharing knowledge and working together to provide the best service to customers.

If you are passionate to succeed as part of an agile and experienced team, we welcome you to apply!We encourage applications from people of all abilities and backgrounds - including Aboriginal and Torres Strait Islander peoples, the LGBQTI+ community, linguistically diverse, and people living with disability. When you apply, you can choose to note the pronouns you use and /or any reasonable adjustments needed to take part equitably during the interview process. Visit
www.telstra.com.au/careers/diversity-and-inclusion or email us at DisabilityandAccessibility@team.telstra.com noting your preferred method of contactRecruitment Start Date: 05/04/2024Recruitment End Date: 03/05/2024Remuneration Ranges: $80,800 - $121,200 AUD Annual