Voice Delivery Specialist

About the role

The Voice Delivery Specialist will be responsible for acting as a point of contact responsible for delivering Vocus’ Products and Solutions with a strong focus on Voice, supporting with technical and complex deliveries, managing escalations, supporting internal and external stakeholders with enquiries. The Delivery Specialist will be required to support team members and team leaders with improvements and the ongoing evolution of the Wholesale unit.

What you’ll be doing day-to-day

• Act as a first point of contact for the Delivery of products and services within Service Levels
• Act as a 1st level escalation point attending to customer requests via our Escalation or Fast Track process in compliance with Service Levels.
• Act as a 2nd level escalation point attending to our BPO team requests for support #oneteam
• Ensure a high level of customer service is provided to all Vocus customers through the End to End Delivery process
• Prepare, submit and manage Moves, Adds and Changes.
• Manage the Delivery/Enquiry lifecycle being accountable and providing solutions.
• Communicate planned and short-term changes with customers.
• Maintaining accurate records/documentation for all existing and planned network elements, systems, services and/or circuits.
• Create and maintain professional relationships with customers
• Follow documented processes and procedures for the delivery of all services whilst enabling a personal experience.
• Manage projects communicating key milestones with key stakeholders. Where required, provide support and feedback to Key Stakeholders across the business for projects, migrations and business improvements.
• This position may require afterhours availability to due critical project timelines, cutovers and after-hours support

What you’ll bring to this role 

• 3 years’ experience in Telecommunications industry
• Experience in a service environment
• Experience in an Enterprise or Wholesale environment is a plus
• An understanding of data networks, nbn and associated technologies is highly desirable
• An understanding of voice networks and protocols is highly desirable
• A track record in continual improvement based on business priorities
• Excellent written and verbal communication skills
• Excellent time management and prioritisation of workload
• Outstanding commitment to customer service and internal and external customer experience
• Capability to build strong and effective working relationships with key internal and external stakeholders across different cultures

What We Offer 

Working at Vocus will give you rewarding experiences and the opportunity to do extraordinary work. You will enjoy: 

• Diverse and dynamic teams with a supportive and inclusive culture. 
• Supportive career development plans with comprehensive ongoing training, support, and development opportunities. 
• Flexible hours and a hybrid working environment 
• Generous discounts on power, gas, mobile and internet; plus, discounts to over 400 retailers. 
• Competitive leave benefits, including anniversary leave, purchased leave, parental leave, volunteering leave, study leave, and much more. We also offer a fifth week of annual leave when you hit five years of service! 
• Study assistance programs to excel your personal growth, learning and development. 
• Health and wellness offerings, including access to our wellbeing initiatives that can help you from a financial, psychological, and physical perspective. 

Working at Vocus is never just a job – it’s personal. We’re crazy about our customers and believe our people are the difference. Our wonderfully diverse team and a vibrant culture define us. We care about the impact we have on our people, our customers, and our communities and are committed to operating as a responsible, ethical business. 

We pride ourselves on setting audacious and ambitious goals and believe that we can play our part in changing the Australian telecommunications landscape and make a fundamental difference to people’s lives. 

With us, you’ll have the opportunity to lead and inspire teams, work on projects that are shaping the future of telecommunications and become part of a culture that thrives on creativity, encourages new ideas, and provides a collaborative and inclusive environment.  

About Us 

As Australia’s specialist fibre and network solutions provider, we own and operate 25,000km of secure, high-capacity fibre connecting people, businesses, governments, and communities across Australia to the world. Through our well-known retail brands, we deliver simple and affordable broadband, mobile, voice and energy services with the purpose of Building Critical Connections. Enabling Better Possibilities.  

Ready to take the next step? 

If you like the sound of this role and think you’d do a great job, but are worried you don’t tick every box, we encourage you to back yourself – we know that diverse groups are less-likely to apply for roles they’re not 100% qualified for, but just as likely to succeed at them!  

We are a proud equal opportunity employer committed to providing a safe, diverse, and inclusive working environment where all our team members feel like they belong. We know diversity makes us stronger and we encourage applications irrespective of background, age, origin, gender, sexual orientation, identity, or ability.   

If you feel comfortable, please let us know if you have any accessibility requirements upon application, so we can make any adjustments required to support you throughout our recruitment process.