Video | Agriculture | Confidence | Economy | Energy | Employment | Finance | Media | Property | RBNZ | Science | SOEs | Tax | Technology | Telecoms | Tourism | Transport | Search


Macquarie Telecom Recognised As One Of The Best Places To Work In Australia

Macquarie Telecom (part of Macquarie Telecom Group, ASX: MAQ), has been recognised as one of the top places to work in Australia in the annual Best Places to Work List. The company was awarded in particular for fostering an inclusive workforce and its Heartbeat customer service program.

Managed by Australian behavioural science consultancy Inventium and published in the Australian Financial Review (AFR) and BOSS Magazine, the prestigious annual awards are based on a rigorous assessment of Australia’s leading companies, recognising those that stand out as truly brilliant workplaces.

The assessment is made up of a staff survey and written submission, underpinned by Inventium’s Workplaces of the Future framework.

Macquarie’s submission highlighted how it has leveraged a combination of organisational analytics and advisory company Gallup’s Q12 engagement survey and CliftonStrengths assessment. These initiatives focus on building individuals’ and teams’ strengths, rather than focusing on weaknesses.

“The delusion that coaching and review processes should focus on highlighting and fixing weaknesses is sadly alive and well. We accept that we’ve all got different skillsets, and we focus on taking strengths to the next level,” said Luke Clifton, Group Executive, Macquarie Telecom.

He believes the company’s culture of collaboration and Net Promoter Score (NPS)-backed customer service – built up over nearly 30 years – proved vital during COVID-19 lockdowns.

“We were able to draw on the connectedness that became so important during lockdowns, and particularly during the extended lockdown in Melbourne, to keep going,” added Clifton.

“But the impact on staff morale from this isolation and the uncertainty and fear from COVID generally have been unavoidable, so we’re reinvesting in our culture again. We have ‘UnTelco Tuesdays’ where we get together across each office and discuss and remediate issues we’re having. We’ve also been able to bring staff and customers back together again with in-person events.”

The Australian telco also highlighted its Heartbeat Club, a program that encourages the entire team to delight customers, promote colleagues’ customer service excellence, and ‘literally’ do the exact opposite of industry counterparts.

“The Macquarie Telecom story is a compelling tale of passionate people with the drive to make a difference and innovate. The more engaged our employees are the more empowered they are to do a better job for the customer,” said Clifton.

The win follows Macquarie Telecom Group’s Australian-first recognition – up against 450 telcos worldwide – for providing the Best Customer Experience (CX) of the Year at the World Communication Awards. The Group’s Co-Founder and CEO David Tudehope was also recognised as CEO of the Year.

© Scoop Media

Business Headlines | Sci-Tech Headlines


Stats NZ: Consents For New Homes At All-Time High

A record 41,028 new homes have been consented in the year ended March 2021, Stats NZ said today. The previous record for the annual number of new homes consented was 40,025 in the year ended February 1974. “Within 10 years the number of new homes ... More>>

Stats NZ: Unemployment Declines As Underutilisation Rises

The seasonally adjusted unemployment rate decreased to 4.7 percent in the March 2021 quarter, continuing to fall from its recent peak of 5.2 percent in the September 2020 quarter but remaining high compared with recent years, Stats NZ said today. ... More>>


Digitl: The Story Behind Vodafone’s FibreX Court Ruling

Vodafone’s FibreX service was in the news this week. What is the story behind the Fair Trading Act court case? More>>

Reserve Bank: Concerned About New Zealand's Rising House Prices

New Zealand house prices have risen significantly in the past 12 months. This has raised concerns at the Reserve Bank of New Zealand – Te Putea Matua about the risk this poses to financial stability. Central banks responded swiftly to the global ... More>>

Westpac: Announces Strong Financial Result

Westpac New Zealand (Westpac NZ) [i] says a strong half-year financial result has been driven by better than expected economic conditions. Chief Executive David McLean said while the global COVID-19 pandemic was far from over, the financial effect on ... More>>

MYOB: SME Confidence In Economic Performance Still Cautious

New insights from the annual MYOB Business Monitor have shown the SME sector is still cautious about the potential for further economic recovery, with two-in-five (41%) expecting the New Zealand economy to decline this year. The latest research ... More>>