Customer Resolution Expert | Sydney Customer Resolution Expert | Sydney

Support and solutions that connect Australians.

Optus is more than just a telco – we’re a team of dedicated problem solvers putting people at the heart of everything we do. Every day our team of 7,000+ passionate people embrace a ‘yes’ mindset, ensuring Australians enjoy closer friendships, stronger teams, deeper partnerships, and bigger breakthroughs. Here, you’ll find a community that thrives on challenging themselves and changing the game. A dynamic and flexible workplace where no two days are the same and growth and development opportunities lie around every corner.

Optus is fostering a proactive and highly engaged team culture where individuals are empowered to advocate for their customers and deliver exceptional service. This commitment aims to reduce both internal and Telecommunications Industry Ombudsman (TIO) complaints by ensuring that when a customer reaches out to our complaints team, we take full ownership of the issue from start to finish. As part of the Customer Relations team, you’ll be responsible for managing complaints from internal and external authorities across all company platforms in a timely, professional, and empathetic manner—always striving to provide the best customer experience.

As a member of the Customer Resolutions Team, you’ll join a broader community of Resolution Experts dedicated to delivering outstanding service and support. The role is both rewarding and demanding, requiring resilience and a readiness to meet challenges head-on. However, you won’t be alone—you’ll be supported by a strong, collaborative team environment that encourages growth and excellence in every customer interaction.

Ready to reimagine your career at Optus?

• Manage high risk and complicated complaints in accordance with legal, risk and compliance requirements to deliver outstanding customer service.
• Assist in the development and facilitation of a high-quality focus business environment that achieves continual process improvement in line with regulatory obligations.
• Support initiatives, investigating processes and seeking feedback to continually improve practices and procedures.
• Imparting knowledge and working with others to find opportunities to improve efficiencies and processes.

It starts with you!

• Experienced in a complex customer service environment, and well equipped in handling sophisticated and prominent customer complaints.
• High level of interpersonal skills together with ability to display an appropriate degree of empathy.
• Great communications skills, ability to understand and articulate issues and work under pressure to manage exciting priorities.
• Ability to negotiate positive outcomes, be team oriented and able to build positive relationships with others.
• Most of all, you will be able to think your way through a problem to come up with a viable solution.

The good stuff …

• Inclusive paid parental leave, up to 16 weeks for the primary care giver
• Competitive leave including 2 additional ‘Connected Leave’ days
• All Optus employees have access to resources, webinars and support via the ‘Parents at Work portal’
• Own your own growth by accessing an extensive online and facilitator led learning catalogue.
• Connect at work through our employee-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans, Yarn Network, Wellbeing Network and Young Professionals.
• Vibrant campus life, variety of facilities including restaurants, cafes, gymnasium, GP, and post office
• Free Optus bus from Macquarie University Metro Station (every 6-8 minutes); morning and afternoon!

Curious about our culture? Go behind the scenes with our people by searching #OptusLife on LinkedIn.

At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email AccessibleRecruitment@optus.com.au or call 1800 309 170. We’re here to help. When you contact us, please advise your preferred method of contact and we will be in touch within 48 hours.

For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity.

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