Job Expectations
Build your career and Australia’s future.
As nbn moves from Build to Run, alongside with a transforming industry, we are preparing for an exciting journey ahead. You will be presented with opportunities to have great impacts on nbn as we grow and evolve.
The Unify Solution is an essential element of nbn’s overall vision to deliver a better customer experience with improved economics. Pivotal to this vision is to effectively match the demands of nbn customers to the best available field technician to resolve their needs.
A bit about your role
An exciting opportunity has opened for a Customer Care Officer whose focus will be on communication, customer experience and would be managing high volume priorities and escalations. You will be navigating through the units and closely interact with the RSP’s on issues or escalations and be able to influence the situation and provide solutions in a timely manner.
Some other key accountabilities would include:
Monitoring high priority work orders to ensure Appointment, SLA, Regulatory, MPA and Critical Sit Customers are met within agreed timeframes.
Planning, scheduling and dispatch services and proactively highlight risks to the business, and take action where able, or escalate appropriately where not.
Managing resolution of high profile customer complaints escalated to WOC
Liaising and coordinating with Key Stakeholders
Monitoring Incoming calls, chats and WOC Escalation Inbox.
Maintaining Escalations Database and contribute to improvement initiatives
Understand role impacts to project SLAs & KPIs as well as ability to influence these measures
Note: job description including key accountabilities, KPIs and key stakeholders may vary or be revised according to business needs and/or learnings and evolution during the initial transition period (18 months).
A bit about you
You must have strong multi-tasking capabilities in order to manage high priority (TIO, CEO, RSP) escalations as a central point of contact for the WOC.
You must be able to build rapport with field technicians and customers, effectively manage real-time jeopardy situations, and provide constructive feedback to WOC S&D team members and third-party field supervisors.
This role is highly administrative with strong customer management skills but would also require a good understanding of workflow practices and systems.
Having a good understanding of the nbn network and knowledge of service activation and service assurance for S&D field force projects as well as the network assurance and maintenance activities is preferred.
Life at nbn
At nbn our people have a clear and shared purpose - empowering Australians to and redefine the way they live, work and play into the future. As one of the Australia’s largest infrastructure projects ever undertaken in Australian history, you’ll be part of a team building a brighter future for the country.
In your personal career, you’ll benefit from technical training for professional development, leadership programs and access to the latest technology, as well as being led by a diverse executive team.
nbn is committed to an inclusive, flexible and supportive workplace. We strive to ensure that any barriers that may exist are removed to allow everyone equal opportunity to thrive and succeed, regardless of factors such as gender, those who identify as First Peoples, LGBTI+ status, cultural background or disability. We actively focus on encouraging diversity and ensuring that all our people have fair opportunity to reach their career aspirations and potential.
We actively focus on our people having a fair go at reaching their career aspirations. We’re committed to equal opportunities for all employees, with a target of 33% of women in senior management by 2020. With initiatives like Women’s Leadership Programs, a commitment to equal pay, flexibility and market leading parental leave, we truly are paving the way for true equality in the workplace.
Continue the conversation
If you think this role might be for you, we want to hear from you. Please apply by following the links and sending in your resume only. We do not require a cover letter or any selection criteria to be addressed.
Please note this role is available as a permanent opportunity and applications close Sunday 29 November 2020.
At nbn our people and our planet matter. We have an unwavering commitment to the wellbeing and safety of our employees so that everyone goes home safely each day and can perform at their peak to deliver the nbn™ network. nbn also aims to build a network that minimises energy use and can be operated with minimal impact on the environment.
