Customer Engagement Specialist - 12-month maximum term contract

The Opportunity

As a Customer Engagement Specialist, your role is to assist with shaping, planning, activating, managing and delivering programs of work related primarily to migrations and service decommissioning along with provide​an exceptional customer experience as we guide our customers through a transformation journey.

The Customer Engagement Specialist required to assist with understanding of timeframes, revenue, and cost implications for proposed programs and to lead the onboarding of approved programs within the business unit. 
 
Approved initiatives will be managed through customer centric, end to end execution delivered through to activation in a cost-effective manner to agreed KPI’s.   
 
Success within this role will ensure the timely and cost-effective migration of existing and addition of new customers to strategic platforms & offers with minimal disruption to their services while motivating growth to their ongoing business with Vocus. 
 
The Customer Engagement Specialist will be responsible for engaging with various customers to manage the seamless migration and/or decommissioning of services identified with in the various programs of work. 

Success within this role will ensure the timely execution of these programs ensuring the migration of existing customers to new platforms & offers with minimal disruption to their services & growth to their ongoing business with Vocus.​ 

This opportunity is a 12-month maximum term contract.

What you’ll be doing day-to-day

• Develop business case driven and prioritized initiatives to deliver customer centric programs 

• Lead the successful delivery of sales programs from concept to closure within scope, time, revenue impact, budgetary and resourcing KPI’s 

• Effectively build and sustain solid working relationships with a wide range of internal VNS stakeholders and external customers. 

• Provide timely and accurate information and reports specific to the performance of the programs of work 

• Ensuring accuracy and quality of work and encouraging innovative execution. 

• To manage business units program engagements (inclusive of migration) through the sales and activation cycles from initial positioning, through contracting, and order into the provision of an accurate first bill 

• To identify, qualify and position solutions from a technical and commercial perspective to align with Customer’s requirements 

• To ensure customer satisfaction levels throughout the program’s activity are met and exceeded 

• To ensure revenue continuity and/or growth because of these programs is maintained within targets 

• To meet or exceed all KPI’s associated with sales programs 

• To rapidly build customer relationships over the phone or online and to explore cross sell / up sell where possible, redirecting to account teams &/or resellers as appropriate 

• To engage with Account teams, Technical Solutions Teams and other internal stakeholders to ensure alignment and facilitate escalations as required 

• To participate in the discovery and development of efficient sales processes leveraging automation and third parties as appropriate 

What you’ll bring to this role

• ​​To be successful in this role, you will have at least 5 ​years of experience in ​B2B customer facing, sales, project management or service management roles​ 

• A background in project management in telecommunications or Information Technology (Contemporary knowledge of telco network, OSS, BSS and ITIL) is a plus
• Effective Change Management experience in a complex environment 

• Exceptional written &verbal communication skills with a natural ability to connect with people via phone 

• Highly organized, proactive and timely with follow up 

• Ability to work effectively and collaboratively sustaining professional working relationships with key internal and external stakeholders 

• Strong commercial experience 

• Demonstrated ability to deliver in highly matrixed organizations 

• Excellent communication skills with well-developed relationship building skills, both internal and externally facing 

• Strong negotiation, conflict management skills 

• Outstanding commitment to customer experience 

• Strong problem-solving ability 

• Ability to quickly learn, engage and lead in technical sales conversations 

• Ability to identify and implement productivity improvement 

• Computer literate – broad knowledge of window/Microsoft office required  

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.