Belong's purpose is to help more Aussies participate in the digital world 

 Our lives are pretty online these days, and most people just want a simple, affordable way to get connected. So, we put the good stuff first (hello, unlimited home internet and mobile data banking). We don’t tie our customers down (seeya later, lock-in contracts). And we’re only a call, chat or email away if our customers need help 

Backed by Telstra 

Telstra started Belong in 2013. The plan was to start a company that could offer the usual telco things at a lower price. That meant no stores or new phone deals, but the same great security and coverage – using parts of the Telstra mobile network. 

Our customer-centric culture runs deep 

 Over the past two years we’ve invested heavily in transforming our culture, and we’re rock solid in our vision to become Australia’s leading value telco. For us, simplicity is key. And our team of rockstars aren’t afraid to do things differently to get things right for our customers. 

We’ve got big ambitions and a bright future 

If you’re reading this thinking you’re the same kind of person, then read on! Because let’s face it, what we’re really after is someone who understands what customers want from a value brand and can inspire our amazing team to deliver it. There’s no room for heroes or egos here. We’re one team and we want like-minded people who will do more than simply join our culture - you’ll enrich it.  

What We Offer 

Being part of the Telstra family you have access to Telstra's market leading employment benefits in conjunction to the great benefits of joining Belong. These include: 

• Flex appeal: choose where, when and how you work   

• Performance-related pay   

• Access to thousands of learning programs so you can level-up   

• Purchased annual leave scheme   

• Flexibility & work life balance 

• Additional Telstra day off   

• 30% off Telstra products and services  

• Toolkit provided (laptop + mobile phone + plan paid for)  

What You’ll Do 

Reporting to the Head of Belong, in this role your core purpose and mission is the effective delivery of positive customer service and sales experiences across all channels; primarily through our digital assets (website and mobile app), supported by ~400 onshore and offshore team members. With evolving customer needs, changing contact preferences, the availability of new capability and tech, the AI revolution, the convergence of assisted and digital channels, there will be continued focus on improving our customer service model, adapting to customer expectations and competitive dynamics, and workforce planning and resources accordingly. 

You would also contribute holistically to the design of customer service and experience more broadly across Belong utilising strong data, insights and artificial intelligence (AI) to identify customer pain-points and minimise complaints, but also to proactively improve product design. We work in cross functional teams and you’ll work closely with peers in technology, product, marketing, insights, planning, strategy and finance.  

Key responsibilities will be: 

• Driving increased engagement, organisational health and business performance with strong NPS results 

• Setting the strategic direction to uplift customer experience, aligned with our strategy as a value brand 

• Influencing the end-to-end delivery chain and working collaboratively across the business to drive operational performance  

• End to end ownership of Belong.com.au and the mobile app 

• Direct P&L management for operating expenses, managing cost to serve and cost to acquire in competitive growth business for onshore/offshore activity 

• Grow market share, through “sales through service” excellence 

• Reducing customer effort applying modern digital, chat and AI technologies and design  

• Continued evolution of the service model to provide the right service experiences, drive value for customers and Belong and be more digitally and technology enabled  

• Managing partners and vendors to agreed SLA/KPI performance measures across voice, messaging and back office in relation to contact centre operational delivery 

• Owning complaints management resolution across the business 

• Designing, developing and delivering vulnerable customer programs and initiatives in relation to those experiencing family violence, financial hardship or indigenous assistance and support 

• Ensuring robust risk management strategies are programs are in place to ensure business and critical service continuity 

• Ensuring compliance to all legal and regulatory service standards, obligations and undertakings 

About You 

If you are the successful candidate you will be a strong people leader combined with having a passion for customer service and experience excellence. You will bring best practice insight and know-how in relation to contemporary large-scale operations; digital, retail and contact centres. Adaptable and pragmatic, you’ll be able to interpret data and insights to help ‘simplify the complex’ and underpin key decisions in a scaled business. You’ll be a leader of leaders who has overseen large, geographically dispersed and multi-functional teams and able to build, motivate, and influence a high performing team to quickly analyse and understand new problems and situations. You are enterprise minded and act in the interest of the whole of Belong to deliver and support affordable, reliable and simple products and services for our customers.

To be successful in the role, you’ll need: 

• Broad people leadership and complex customer service operations experience ideally in large omnichannel operations environments of similar complexity and scale. Working in technology enabled environments or sectors would be advantageous.  

• Strong commercial and business acumen, appetite and intellectual curiosity 

• A track record of operating and delivering consistent results in a large complex business – having held P&L accountability and experience leading large teams onshore and offshore  

• Breadth and depth of experience in building and running digital channels having had end to end ownership of designing, building and optimising websites and/or apps to support sales and service journeys 

• An understanding of digital technology and customer experience 

• Relevant qualifications, ideally in business or commerce. 

• Experience working in multi brand businesses, particularly with a value lens an advantage 

If this sounds like your next career opportunity, we’d like to hear from you!  

When you join our team, you become part of a welcoming and inclusive community where everyone is respected, valued and celebrated. We actively seek individuals from various backgrounds, ethnicities, genders and abilities because we know that diversity not only strengthens our team but also enriches our work. We have zero tolerance for harassment of any kind, and we prioritise creating a workplace culture where everyone is safe and can thrive. We work flexibly at Telstra. Talk to us about what flexibility means to you. When you apply, you can share your pronouns and / or any reasonable adjustments needed to take part equitably during the recruitment process.