Customer Resolution Manager

Company Overview
Founded in 2014, and listed on the ASX since 2015, Superloop's purpose is to enable better internet for Australian homes and businesses, by enabling challenger retail brands to take a larger share of the market, leveraging Superloop's Infrastructure-on-Demand platform.

Superloop operates in three segments of the market: consumer connectivity, business network and security solutions, and wholesale connectivity, all of which leverage Superloop's investments in physical infrastructure assets including fibre, subsea cables and fixed wireless, as well as Superloop's software platforms. Hundreds of thousands of homes and businesses rely on Superloop every day for their connectivity needs.

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Role Purpose
Manage and resolve customer complaints effectively in line with governance, including escalations from vulnerable customers and Family and Domestic Violence (FDV) impacted individuals along with HNI escalations, while proactively identifying and resolving ongoing unresolved customer issues. This role is pivotal in improving customer experience, reducing repeat contacts, and building trust and brand loyalty with our most impacted customer segments.

Key Responsibilities
Complaints Management

• Handle Superloop product complaints received through various channels in line with regulatory and company complaint handling policies.
• Engage with customers empathetically, FDV-affected and vulnerable customers, ensuring sensitivity and discretion.
• Maintain accurate and confidential case notes and adhere to privacy protocols.
• Liaise with internal teams to expedite resolution and ensure timely feedback to the customer and understanding the root cause of the core issue.
• Monitor complaint trends to identify recurring issues and suggest improvements to processes.
• Escalate complex or high-risk complaints when required and follow up until resolution and customer close looping.

Proactive Solutions Handling

• Addressing repeat caller concerns with a customer ownership attitude.
• Investigate the root cause behind repeated customer contact or unresolved service issues.
• Engage with the customer to understand their experience and expectations.
• Coordinate with internal teams (tech, provisioning, billing, etc.) to implement permanent fixes.
• Document cases thoroughly and ensure end-to-end closure with customer satisfaction.
• Track recurring issues and provide insights for systemic improvements with a road map to ensure elimination of repeat complaints from any process gaps identified.
• Reduce call centre volume by resolving issues before repeat contact occurs.

Qualifications And Experience

• 3+ years in a customer support or complaints resolution role within the telecommunication industry.
• Experience handling FDV or vulnerable customers is highly regarded.
• Strong interpersonal and communication skills, with a high level of empathy.
• Ability to manage emotionally charged conversations and resolve conflict.
• Strong analytical and problem-solving skills.
• Experience in root cause analysis and cross-functional collaboration.
• Familiarity with Salesforce ticketing systems and complaint handling tools (desired)

Key Attributes

• Empathetic and customer-focused.
• Proactive mindset with strong ownership.
• High attention to detail and accuracy.
• Resilient and composed under pressure.
• Ethical and respectful of confidentiality.

On Offer

• Free Home Broadband
• Free Mobile SIM plan
• Flexibility – 3 days/week in the office
• Lunch on Wednesdays, snacks, donuts and more
• Diverse and inclusive culture
• Gain skills and build relationships to succeed in the telco and tech industries, at Superloop and beyond.

At Superloop, we're dedicated to creating a supportive and inclusive workplace where everyone feels safe, valued, and empowered to be who they are. We actively embrace diversity and celebrate the unique backgrounds, perspectives, and experiences of our team members.
As an equal opportunity employer, we welcome applicants from all backgrounds to apply, regardless of gender, age, faith, ethnicity, nationality, sexuality, neurodiversity, or physical ability. We're committed to ensuring that our hiring processes are accessible and inclusive for everyone interested in joining Superloop.