THE COMPANY:
More (www.more.com.au) and Tangerine (www.tangerine.com.au) 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 a Complaints Lead.
As the Complaints Lead at More Telecom and Tangerine, 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’ve also won numerous industry awards and are in the AFR Fast 100 for 2023. We take pride in creating a workplace that values simplicity, transparency, and customer support.
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.
RESPONSIBILITIES:
- Design and embed the complaint management framework and process for the organisation
- Oversee the end-to-end complaints process, including escalated and complex cases, working closely with internal stakeholders to drive resolution in line with regulatory standards. This includes direct resolution of highly complex customer complaints.
- Identification and resolution of root cause drivers of complaints.
- Primary contact point for the Telecommunications Industry Ombudsman (TIO) and involved in engagement of other regulatory bodies where required.
- Quarterly reporting of complaint numbers to ACMA.
- Review and approval of TIO invoices and management of the TIO budget.
- Preparation and presentation of monthly reporting to key internal stakeholders on complaints performance across the organisation.
- Virtual leadership of the Complaints team in our Manila offices supporting the Head of
Customer Service and Program Manager Customer Service (Manila).
- Travel to Manila required (approx. 1-2 times per year).
QUALIFICATIONS:
Experience
- Extensive experience in customer service and complaint resolution within the telecommunications industry.
- Proven track record in managing complex complaints and leading resolution strategies.
- Experience in regulatory complaint handling processes, including TIO engagement.
- Demonstrated ability to lead geographically distributed teams, including offshore operations.
- Experience in designing and improving complaint handling systems and processes.
Skills
- Strong leadership and stakeholder management capabilities.
- Ability to build rapport quickly and resolve issues with empathy and professionalism.
- Effective listening and communication skills, with a high level of emotional intelligence.
- Skilled in presenting clear, persuasive written and verbal arguments.
- Strong analytical and problem-solving abilities.
- Excellent time management and organisational skills.
- Ability to work both independently and collaboratively across teams.
- Passion for customer advocacy and cultural sensitivity in customer interactions.
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!)
If you’re driven to resolve complex customer issues and make a real impact on customer experience, we encourage you to apply.
