Optus wages unjust: Communication Workers Union criticises service desk pay

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Optus wages unjust: Communication Workers Union criticises service desk pay

The Communications Workers Union has claimed Optus should make wage adjustments for a number of its members whose work has changed as a result of an internal company reorganisation.

Optus Business last year rationalised several of its help desk functions to create a single service desk, with responsibility for a wide range of functions, including support for major corporates and mobiles as well as offering 24/7 support for premium managed customers.

The CWU claims that since the help desk changes took affect, certain staff have not been offered adequate wage increases or training to prepare them for the heightened responsibilities they have now taken on. 

“The CWU met with Optus over this matter late last year and a working party was established to examine the pay and grading issues involved but it has yet to produce any outcome satisfactory to the union and its members,” the post read.

The CWU reportedly told Optus it would be following up the matter with the Fair Work Commission if it could not otherwise be resolved.

A spokesperson for Optus told CRN the telco had engaged with the CWU on the issue.

“Last year, Optus Business consolidated a number of support services into one service desk. Providing our clients with a single point of contact reduces the number of call handoffs required to resolve issues,” the Optus spokesperson said.

“In line with the reorganisation of our service desk structure, Optus reviewed the job scope and remuneration of affected employees using the Hay methodology.

“A small number of roles were regraded and received a remuneration increase, bringing their job classification into line with other similar roles.

“Optus has consulted with both the affected employees and the Communication Workers’ Union and has agreed to make structured training available to service desk employees.”

The CWU was contacted for further comment.
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