Optus is restructuring its consumer and enterprise divisions, which the telco said on Monday would result in redundancies. Reports have suggested that up to 480 jobs could be cut as part of the restructure.
The announcement follows a strategy put in place this time last year to strengthen its core communications business and create a content-driven, multimedia brand, the company said.
Customer service functions will be streamlined by simplifying system and processes, multi-skilling frontline staff across products and services, and resolving customer issues more quickly with fewer handoffs, Optus said.
“The changes will see the creation of a new customer service model which involves simplifying Optus’ billing and customer care systems, reducing customer handoffs, 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,” the telco said in a statement.
“It will also enable our in-store, online and tele-sales team to collaborate more effectively, ultimately making it easier for customers to talk to us,” the company said.
Roles will also be cut in the Optus Business and its Wholesale and Satellite divisions in response to increasingly competitive trading.
"These changes require Optus to reshape its workforce with the skills required in an increasingly digital world and to invest in the capabilities required to bring ideas to market more quickly.
“Optus will consult directly with affected employees to explore ways to mitigate the impact of these changes, including redeployment opportunities,” Optus said in a statement.
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