Optus set to axe jobs; aims to create new customer service model

Sarah Homewood
By Sarah Homewood | 5 April 2016

Optus is set to axe up to 480 jobs, as the business aims to create a new customer service model to simplify touch points for customers.

Fairfax Media is reporting that the job losses are coming from a restructure of its consumer and enterprise divisions, with the telecommunications business aiming to cut costs to ensure there can be "sustainable growth" in the future.

The businesses that are looking to be restructured are Optus Business, Wholesale and Satellite. Fairfax outlined that 480 is understood to be the upper limit for job losses, with redeployment opportunities being offered by the telco, which could see the number lessened.

Optus outlined the move to Fairfax in a statement that also outlined its customer service plans, saying: “These changes will see the creation of a new customer service model which involves simplifying Optus' billing and customer care systems, reducing customer hand-offs, and ensuring customers get a more consistent experience, no matter how they choose to engage with us or how many accounts they have with Optus."

"It will also enable our in-store, online and tele-sales teams to collaborate more effectively, ultimately making it easier for customers to talk to us."

The move is just the latest overhaul for Optus, with the telco late last year revealing its revamped loyalty program, which features partnerships with Netflix and Airbnb and Cricket Australia. Optus also recently secured the broadcast rights to English Premier League, with the telco already starting to test consumers interest for the rights. 

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