Residential Customer Service Team Manager

6 days ago

Dandenong, Australia Aussie Broadband Full time

**Introduction**:
Why work for Aussie?

For the same reason our customers love us. We are Australian operated, local from the ground up. We’re recognised for our quality, great value internet, phone and mobile services that suit the needs of Australians and we like to punch way above our weight in the industry.

**Our fantastic culture thrives on our values**:

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

We’re Australia’s 5th largest telco and one of Australia’s fastest growing companies. Don’t just take our word for it - amongst other things, we’ve won some of Australia’s top customer service and employer of choice awards.

What does Aussie offer?
- Free internet to the value of $109 per month
- 20% off our Fetch and Mobile services
- Day to day benefits like flexible working arrangements, paid parental leave, employee assistance program
- Empowered in your career growth, so you will also be supported with ongoing training and development and access to LinkedIn Leaning
- Celebrating you with awards and recognition
- Discounts at various retailers and gyms
- Community Impact Programs, some of the ways we help can be found here

We also can’t forget the very hard-working coffee machine and the casual dress code.

**Description**:
What your responsibilities will include, but are not limited to:
Provide leadership, development and coaching. Actively engaging and supporting the development of your team to ensure better performance and succession planning
Manage a medium to large sized team and coordinate with team leaders to meet organisational requirements
Manage team performance and work alongside staff to ensure targets are met
Planning resource requirements within your team, including recruitment and training
Assist in improving the BAU procedures and support environment
Escalate customer complaints in accordance with the Aussie Broadband policy and procedures
Coordinating day to day operations in conjunction with the Team Leaders & Aussie Experts, including rostering and managing leave approval

**Skills and Experiences**:
**What we’re looking for**:
An understanding of the telco industry
Approachable and can explain things in a clear and direct manner
Strong leadership skills
An understanding of customer service principles
Advanced computer skills
Capability to work independently and as part of a team

At Aussie Broadband we see difference as our point of difference. We celebrate it, we support it, and thrive on it - because it means our team can bring their whole selves to work, and that we can better represent our customers and community. We’re proud to be an Equal Opportunity Employer, and our stand for inclusion and diversity is just one way we can demonstrate our value of ‘Be Good to People’.

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