Primary Location

VIC - Melbourne - 655 Collins St

Job Description Summary

Deliver accurate and quality outcomes to Service Stream’s Telecommunication team and other external clients and stakeholders, namely NBN Co.

In this role you will provide expert advice and guidance to Service Stream’s UNM sub-contractor and internal work force and other stakeholder groups in relation to UNM Optimization and Network Assurance work orders. The expected outcome of our core activity is to manage work orders to meet their service level or finish no later than times.
Please note, this role is a 24/7 operation (shift worker) and applicants will need to be able to support this requirement.

About the Role

Key responsibilities

• Receive, analyse, and dispatch work to a sub-contractor work force and internal workforce utilising Service Stream’s scheduling principles and the Unify activity scope and/or commercially approved policies/processes

• Provide Service Stream’s sub-contractors and internal work force with accurate information, advice and solutions in-line with WMC processes and guidelines.

• Liaise with sub-contractor groups, WMC line management and NBN.Co teams on difficult or complex work orders or when a work order is a risk of failure.

• Ensure work orders are accurately maintained, updated, and completed in Service Stream systems.

• Reconcile dispatch work to client files or internal files were required or requested.

• Guide and educate the sub-contractor workforce on UNM order completion requirements to ensure KPI achievement.

• Receive and respond to verbal and non-verbal communications within agreed service levels or as outlined within relevant processes.

• Ensure professional and courteous service during all interactions with EUs, NBN.Co teams, sub-contractor groups, stakeholders, and colleagues

• Capture feedback and information from the UNM sub-contractor group for the purpose of process improvement or as it relates to creating more efficient or effective sub-contractor work runs.

• Identify improvement opportunities and communicate ideas to Team Leaders and Line Managers that impact on the provisioning of excellent customer service and achievement of SLA’s/KPI’s.

• Other duties or activities that are relevant and reasonable and as directed by the WMC management 

Experience Required

• Sound knowledge of the Telecommunications Industry.

• Demonstrated knowledge of or experience working within a scheduling or work order management environment.

• Be able to communicate effectively and professionally (verbally and written).

• Sound knowledge of the NBN Co. National Broadband Network and its roll out program (desirable)

• Intermediate computer skills to navigate a variety of different computer programs.

• Highly attentive to detail and maintains good time management skills.

• Be prepared and able to work within a dynamic, high volume, fast paced environment maintaining a mature and positive work ethic.

• Able to absorb change positivity.

Department

Customer Care

How to Apply

If this sounds like you apply now to the Service Stream Recruitment Team via the online application button.