Senior Residential Customer Service Manager

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 provide 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 [email protected]!
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.