The restructure will include the establishment of a new digital Customer Management Centre with 50 new roles, but is likely to result in an overall reduction of approximately 648 positions nationally. Those positions are expected to include around 391 back of house fulfilment and customer care roles which will be outsourced. Sensis currently employs around 3,500 staff.
Other measures planned include improved IT capabilities to strengthen digital innovation and delivery capabilities, improved marketing and go-to-market processes, with reduced duplication, restructuring the Yellow Pages sales operating model, outsourcing certain back office functions to deliver around-the-clock support for the White and Yellow Pages customer care and fulfilment capabilities, and reduced duplication of senior and middle management roles.
