The Customer Resolution Specialist role is pivotal in managing and resolving customer complaints effectively, including escalations from vulnerable customers and individuals impacted by Family and Domestic Violence (FDV), as well as High Net Worth Individual (HNI) escalations. This role focuses on proactively identifying and resolving ongoing unresolved customer issues, improving customer experience, reducing repeat contacts, and building trust and brand loyalty.

The role includes handling inbound and outbound interactions, including high-risk and emergency situations, with professionalism, discretion, and empathy.

Key Responsibilities

Complaints Management

Handle Superloop product complaints across multiple channels, in line with regulatory and company complaint handling policies.

Engage with customers empathetically, with particular attention to FDV-affected and vulnerable customers.

Maintain accurate and confidential case notes and adhere to privacy protocols.

Liaise with internal teams to expedite resolution and ensure timely customer feedback.

Monitor complaint trends to identify recurring issues and suggest process improvements.

Escalate complex or high-risk complaints when required, following through until resolution.

Inbound and Outbound Customer Engagement

Conduct inbound and outbound calls for vulnerable customers, including FDV or emergency situations.

Manage 000 emergency outbound calls where necessary.

Handle complaints and TIO escalations through inbound and outbound channels.

Manage financial hardship cases with sensitivity, both inbound and outbound.





Provide empathetic support and resolution for high-risk customer scenarios.

Proactive Solutions Handling

Address repeat caller concerns with ownership and proactive problem-solving.

Investigate root causes behind repeated contacts or unresolved issues.

Coordinate with internal teams (tech, provisioning, billing) 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.

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 solid ownership.

High attention to detail and accuracy.

Resilient and composed under pressure.

Ethical and respectful of confidentiality.

On Offer

Flexibility – Work from home 50% of the time

Free Home Broadband

Free Mobile SIM plan

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.

📌 Customer Resolution Specialist (Australian Capital Territory)
🏢 Superloop
📍 Australian Capital Territory