29 Nov
Aussie Broadband
Dandenong South
Lead the way as our Complaints Team Leader! This is an exciting pathway to leadership excellence and growth! As our Complaints Team Leader, you'll leave a lasting impact on customers and team members alike. As Aussie Broadbands Complaints Team Leader, you will be responsible for managing a team of complaints officers, ensuring timely, fair, and effective dispute resolution of customer complaints. You will coach and support Aussie Broadbands industry respected complaints team to deliver high-quality outcomes, ensure ongoing commitment to KPIs and industry standards, meet regulatory requirements, and identify opportunities to improve processes and customer experience across all segments.
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 Chance 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)
- Discounted internet up to the value of $109 per month
- 20% off our Mobile services
- Day to day benefits like flexible working arrangements, Employee Assistance Program (EAP), discounts with big names like 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
You’re someone who thrives on creating harmony and clarity in complex situations. You bring empathy and confidence to every interaction, and you’re passionate about supporting people to succeed. You value collaboration and have a natural ability to guide others with care and fairness.
- A genuine commitment to living our values and using them to guide actions.
- Strong interpersonal skills and a warm, approachable style.
- Knowledge of complaints handling processes and relevant regulatory standards.
- Ability to guide and nurture a small to medium-sized team, helping them grow and achieve goals.
- Excellent communication skills for engaging with customers and stakeholders.
- A calm and thoughtful approach to resolving escalated or sensitive matters.
Favourable skills and experience:
- Previous experience mentoring or coaching a customer-facing team.
- Strong problem-solving skills with the ability to manage complex situations.
- Ability to work under pressure while maintaining attention to detail.
- Understanding of regulatory requirements within the telco industry.
- Proficiency with internal systems and advanced computer skills.
How will you support our “Why?”
In this role, you’ll be at the heart of creating positive experiences for our customers and empowering your team to do the same. You’ll guide with empathy, encourage collaboration, and ensure that every complaint is handled with care and professionalism. Your work will help us build trust and strengthen relationships.
- Manage and resolve escalated complaints promptly and thoughtfully.
- Provide clear reporting on complaints and team performance.
- Support and guide your team to meet targets and deliver exceptional service.
- Foster strong, respectful relationships with customers and stakeholders.
- Investigate complaints and share constructive feedback with relevant teams.
- Collaborate with other escalation points to resolve issues effectively.
- Own compliance with industry standards and internal policies.
Ready to join?
Hit the apply button to submit your application and our fantastic team will be in touch!
Even if you feel you don’t meet all the requirements, we’d still love to hear your story. We like to think outside the box with the people we hire.
If you have any questions, get in touch today with our team at [email protected]
Just a heads up, we can’t take applications through email, so make sure you apply via the job link we've set for this role, so you don't miss out!
📌 Complaints Team Leader (Dandenong South)
🏢 Aussie Broadband
📍 Dandenong South
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