Senior Residential Customer Service Manager

1 week ago

Morwell, Victoria, Australia Aussie Broadband Limited Full time

Senior Residential Customer Service Manager page is loaded

Senior Residential Customer Service Manager Apply remote type Onsite locations Morwell - Hazelwood Dve time type Full time posted on Posted 20 Days Ago job requisition id JR101081 Aussie Broadband's (ABB) purpose is to the change the game. As our Senior Residential Customer Service Manager you'll support this by playing a key role in making sure that our high standards are met for our residential customers and providing leadership for our teams..

At Aussie Broadband we believe difference is something to celebrate. Being advocates for Inclusion and Diversity means our team can bring their whole selves to work and allows us to better represent our customers and the communities that we serve. As a proud Equal Opportunity Employer, supporting and celebrating difference is just one way that we demonstrate our value of 'Be good to people' everyday.

Join us as we continue to grow and make a mark as the 5th largest telco in Australia

Why work for Aussie?

Founded in regional Victoria almost 20 years ago, we are local from the ground up. What started in a living room in Morwell, has now expanded to every corner of Australia - we're growing fast and not slowing down

Our fantastic culture lives and breathes our values:

  • Don't be ordinary, be awesome
  • Think BIG
  • No bullsh*t
  • Be good to people
  • Have fun

We are proud to be a B Corp Certified company , which means we're good to our people, our customers, and the planet by maintaining the highest standards for social and environmental performance, transparency, and accountability.

We care about our community through our Pledge 1% commitment , sponsorship programs and our paid staff community service leave offering.

But don't just take our word for it – We have been named one of the top employers in Australia by HRD magazine .

The good stuff

  • 26 weeks paid parental leave for both primary and secondary caregivers (in addition to any government-paid leave)
  • Free internet up to the value of $109 per month
  • 20% off our Fetch and Mobile services
  • Day to day benefits like flexible working arrangements, Employee Assistance Program (EAP), discounts with big names like Origin, Specsavers, HCF and many more
  • Celebrating you With monthly rewards and recognition
  • Internal training and resources for you to continue to learn, grow and achieve your career goals
  • Yearly allowance for amazing Aussie merch
  • Fitness Passport for access to multiple gyms and pools across Australia
Let's talk about you

As our Senior Residential Customer Service Manager you will pay a key role in the leadership and strategic direction of the business. To be successful in the role you will possess:

  • Practical experience in overseeing the operations of a contact centre, including managing and supervising staff members.
  • A track record of successfully managing and leading teams, ensuring that they achieve their goals and deliver results.
  • Excellent verbal and written communications skills.
  • Strong attention to detail.
  • Exceptional personal organisation skills.
  • An understanding of the telco industry.
  • Demonstrated ability to solve problems and think critically and strategically, so that you can identify and address issues, make sound decisions, and lead your team through challenging situations.
How will you support our "Why?"

You will p rovide leadership, development, and coaching whilst actively engaging and supporting the development of your team to ensure better performance and succession planning for key roles. Your responsibilities will include:

  • Managing a medium to large-sized team and coordinating with team managers to meet organisational requirements of the Customer Service team.
  • Building and maintain effective internal and external stakeholder relationships.
  • Reviewing management information and data analytics to provide continuous improvement recommendations to improve efficiencies across the contact centre.
  • Managing the risk and impact of customer change requests, identifying service implications such as the impact of system or process changes on customers/staff.
  • Evaluating contact centre performance using key metrics and data analytics (accuracy, call-waiting time, etc.).
  • Preparing reports and analysing call centre data to improve processes, ensure resources are properly allocated, and maximise efficiency and customer satisfaction.

Ready to join?

Apply directly and our fantastic team will be in touch

If you have an questions get in touch today with our team at

Even if you feel you don't meet all the requirements, we'd still love to hear your story. We are unconventional in many ways, and we like to think outside the box with the people we hire.

Why work here?

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us

Get In Touch

Introduce yourself to our recruiters and we'll get in touch if there's a role that seems like a good match.

About Us

Aussie Broadband is an Australian operated telecommunications company that was formed in 2008 and is based in Morwell Victoria, Australia.

The company's main focus is nbn (NBN) subscription plans and bundles to residential homes, small businesses, not-for-profits, corporate/enterprise and managed service providers.

As a licensed carrier, the company provides these services through a wholesale agreement with NBN Co, a mix of leased backhaul infrastructure from third parties and its own network equipment.

The company also offers a range of other telecommunications services including VoIP, mobile plans and handsets, entertainment bundles through its partnership with Fetch TV and connections through its own fibre, the OptiComm network and its white label platform.
With its acquisition of Over the Wire, the company is also a Tier 1 voice provider, and offers a range of tailored cloud, connect and collaborate solutions to business, government and enterprise customers.

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