You're using an older version of Internet Explorer that is no longer supported. Please update your browser.
You're using an older version of Internet Explorer and some functionality may not work as expected. Please update your browser for the best experience.
Telus Logo

Business Consultant - Escalation Management & Oversight

Reference ID: PLA03749-18

Share job:

Turn challenge into opportunity.

Supervise and support the successful resolution of our toughest customer interactions.

Join our team

Partner Management is a small, high impact and engaged team that drives value for our customers and shareholders through the oversight and enablement of the 3rd party partner organizations that deliver install and repair services to TELUS' residential wireline customers.

We work with four strategic vendors to enable customer service delivery across British Columbia, Alberta and Saskatchewan, making a difference for hundreds of thousands of customers via a focus on high quality outcomes, labour flexibility and collaborative partnerships to enable win-win outcomes for both TELUS and our partners.

Here's the impact you'll make and what we'll accomplish together

As the Business Consultant responsible for Escalation Management & Oversight, your portfolio of scope will include the thousands of day to day customer interactions that our contractor technicians support. You will work collaboratively with our broader team, internal TELUS stakeholders and our partner organizations to ensure that if our customer interactions fail to meet expectation, that they are quickly, effectively and agreeably resolved.

As the gatekeeper for our customer experience, you will act as the single point of contact for resolving the most challenging situations, consolidating and sharing learnings, identifying and addressing reasons for failure and proactively acting in concert with our partners to ensure agreeable outcomes, enhanced quality assurance and joint future success.

Here's how

Enabled by your team mates within Partner Management, you will establish and build strong working relationships with the leadership in our partner organizations, building trust and respect as you work with them to understand, investigate and resolve customer escalations and concerns when they arise.

As a strong communicator and problem solver, with a proven track record in resolving customer disputes or challenging negotiations you will lend your expertise to facilitate positive outcomes for TELUS and our customers. You will work to structure and define new processes and systems for the tracking of customer escalations involving our partner workforces, building a holistic and comprehensive view of these outcomes that you will then use to identify, plan and execute a series of initiatives and actions to mitigate similar future situations.


You're the missing piece of the puzzle
    •As a proactive self-starter, you leverage your strong business acumen and very strong communication and interpersonal skills to operate independently, working with senior leadership from the partner organizations to advance TELUS' business objectives •Empathetic and rational, you are able to see other party's perspectives while retaining a pragmatic perspective on achieving the best possible outcome for TELUS, our customers and our partners •College or university degree in Business, Psychology, or Sciences that informs a structured approach to problems and enables you to frame up a situation, hypothesize on underlying root causes and then leverage your relationships and communication skills to coordinate a collaborative response to tackle the situation

    •Prior experience in wireline telecommunications, field service delivery, dispute resolution, negotiations and/or vendor management

Who is TELUS?

We're a high-performing team of individuals who collectively make TELUS one of the leading telecommunications companies in Canada. Our competitive consumer offerings include wireline, wireless, internet and Optik TV™. We also deliver a compelling range of products and services for small, medium and large businesses; and have carved out a leadership position in the health, energy, finance and public sector markets with innovative industry specific solutions.

Everyone belongs at TELUS. It doesn't matter who you are, what you do or how you do it, at TELUS, your unique contribution and talents will be valued and respected. Because the more diverse perspectives we have the more likely we are to crack the code on what our customers want and our communities need.

Do you share our passion?

At TELUS, you create future friendly ® possibilities.

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.

Posted: October 5, 2018
Closes: December 4, 2018
Email Address:
Company Info
10,000+ employees

Connect with employer:

About Telus

TELUS (TSX: T, NYSE: TU) is Canada’s fastest-growing national telecommunications company, with $12.3 billion of annual revenue and 13.9 million customer connections, including 8.4 million wireless ...