Customer Accessibility Manager - TPG Telecom

**Job no:** D3FRN

**Category:** People Experience, Customer Wellbeing

* Join a powerhouse of brands that connect customers, businesses and communities.
* Bring your boldness and stand out in an organisation that supports you to shine.
* 12 month Fixed Term Contract

TPG Telecom started with a belief that we can make things better for Australians. We believe in the power of meaningful relationships to support vibrant, connected communities where everyone belongs. It’s our why; our reason to exist. Now, we’re proud to be one of Australia’s leading mobile and internet providers. We’re not just redefining telco, we’re changing its course. And you play a role in that. A big one. The opportunities are plenty for those who are ready to accept the challenge.

Could that be you?

**Your opportunity:**

The Customer Accessibility Manager is responsible for driving TPG Telecom’s commitment to becoming the most accessible telco in Australia as part of the Customer Wellbeing Strategy. This role is the custodian of accessibility within the customer experience ensuring inclusion is embedded at every touch point. It provides expert guidance on accessibility across digital, care and retail experiences, ensuring that all products, services, and customer touchpoints are inclusive and accessible to people with disabilities. The role is a **12 month Fixed Term Contract** and we are open to location for the position (Sydney, Brisbane or Melbourne).

**Key Responsibilities:**

* **Strategy & Governance**
* Working with the Head of Customer Wellbeing, you will be key in developing and implementing an enterprise-wide Access and Inclusion Plan aligned with Australian standards and the Disability Discrimination Act (1992).
* Ensure compliance with Web Content Accessibility Guidelines (WCAG 2.2 AA) and relevant telecommunications regulations.
* Maintain policies and frameworks for customer accessibility across digital and physical environments.
* **Digital Accessibility Leadership**
* Ensure compliance with WCAG 2.2. AA (or higher) and Australian accessibility legislation across all digital channels.
* Embed inclusive design and accessibility principles across all teams contributing to digital delivery.
* **Product & Service Accessibility**
* Conduct accessibility audits for websites, apps, and customer service platforms.
* Collaborate with teams to embed accessibility in design and development.
* Oversee testing using assistive technologies (e.g., screen readers, voice recognition tools).
* **Customer Experience & Training & Awareness**
* Advocate for inclusive customer journeys, including billing, support channels, and retail environments.
* Partner with community organisations and disability advocacy groups to gather feedback and improve services.
* Deliver training programs for our people on customer experience accessibility best practices.
* **Compliance & Reporting**
* Monitor legislative changes and industry standards.
* Prepare regular reports on accessibility performance and improvement initiatives.

**What you’ll bring:**

* Strong knowledge of WCAG, Australian accessibility standards, and assistive technologies.
* Experience in digital accessibility audits and remediation.
* Excellent stakeholder engagement and communication skills.
* Strategic thinker with a passion for inclusion.
* Ability to influence and educate diverse teams.
* Strong problem-solving and analytical skills.
* Familiarity with inclusive design principles and user research (desirable).
* Project management skills (desirable).

**What's in it for you?**

* Flexible hybrid way of working (from home and office)
* ‘Stay Connected Mobile’ – Access to a free mobile plan
* ‘Stay Connected NBN’ – Access to a free NBN 100 plan
* Access to TPG Learning Hub platform and internal development opportunities
* Access to Corporate Partner Discounts

**Come join us and build a better future. Apply today.**

_Don’t meet every single requirement? That’s OK!At TPG Telecom, we’re all about creating an accessible workplace where everybody feels safe to bring their authentic self to work - regardless of background. If you think this role is a great fit for you but some of the qualifications don’t align with your experience, we still encourage you to apply - you might just be the perfect candidate for a similar role with us! Learn more about life at TPG Telecom_[_here_](https://www.linkedin.com/company/tpg-telecom/mycompany/?viewAsMember=true)_._

_TPG Telecom also acknowledges the Gadigal People of the Eora Nation as the Traditional Custodians of lands and waterways where this office can be found in Barangaroo._

_Please note we are taking a break over the holiday season from the 19th December 2025 will return on 5th January 2026. We will work through applications on our return._

**#LI-Hybrid**

* _Published on_ 15 Dec 2025, 4:10 AM