Job Description

Service Delivery Coordinator – NBN, VoIP & Customer Onboarding n

Bendigo Voice & Data (BVD) has kept Central Victorian businesses connected since 1998. We design, supply and support phone systems, VoIP, NBN/internet, cabling, Wi‑Fi and workplace safety for local businesses that want a real provider, not a call centre.

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We need one person to own the voice and internet service desk: onboarding, ports, connections, changes and disconnects. This is not a sales role and it is not a field tech role. You will run the work, then improve how we do it — processes, supplier use, customer experience and the products we can credibly offer.

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The role is fully remote across Australia , working AEST hours. Our workshop and techs are in East Bendigo. You will work closely with them by phone, Teams and Simpro.

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Bendigo Voice & Data (BVD) has kept Central Victorian businesses connected since 1998. We design, supply and support phone systems, VoIP, NBN/internet, cabling, Wi‑Fi and workplace safety for local businesses that want a real provider, not a call centre.

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We need one person to own the voice and internet service desk: onboarding, ports, connections, changes and disconnects. This is not a sales role and it is not a field tech role. You will run the work, then improve how we do it — processes, supplier use, customer experience and the products we can credibly offer.

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The role is fully remote across Australia , working AEST hours. Our workshop and techs are in East Bendigo. You will work closely with them by phone, Teams and Simpro.

What you will own n

You will be the single point of contact for onboarding and managing customers on:

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NBN internet through our wholesale / RSP partner

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Hosted VoIP on our white‑label cloud phone platform

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On‑premises and cloud business phone systems we resell

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Day to day that means:

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Service‑qualifying addresses and ordering NBN connections through a wholesale / RSP portal

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Collecting the paperwork that ports and transfers need: customer authority, latest bill, account number, LOC ID / AVC ID, service address

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Lodging, tracking and completing number ports (Cat A and Cat C), including reject fixes

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Processing new connections, transfers, relocations, changes and disconnections

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Setting up and changing hosted VoIP users, numbers and seats

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Coordinating on‑prem and cloud phone system changes with our technicians

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Booking and tracking NBN appointments and telling the customer what happens next

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Keeping Simpro, supplier portals and billing aligned with what is actually live

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Giving our field techs a clean handover: address, technology type, appointment window, port date, site contact and known risks

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Being available on booked cutover mornings so the customer is not left hanging

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Build the function, not just the tickets n

This role is vacant because we need it built properly. Once you can run the queue, you will:

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Write and maintain simple processes for orders, ports, activations, changes and disconnects so the work does not live in one person’s head

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Tighten the handoff between sales, this desk and the field techs

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Identify where orders stall (paperwork, supplier rejects, appointments, billing) and fix the cause

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Recommend service and process improvements — plan options, onboarding packs, checklists, customer comms, supplier settings — so we can grow voice and internet without creating chaos

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Keep the General Manager informed on volume, delays and what we should change next

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Train others on the process as the workload grows

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You will not be measured on new sales. You will be measured on services going live cleanly, fewer repeats, and a desk that gets stronger over time.

What you must already know n

We need someone who has done this work, not someone who will learn it from scratch.

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Ordering and tracking NBN services through an RSP or wholesale portal

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Number porting end to end, including customer authorisation, Cat A vs Cat C, and why a port rejects

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Connections, transfers and disconnections for internet and voice

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Hosted / white‑label cloud PBX administration

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Working across more than one upstream supplier

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Transparent written English and a calm phone manner with regional business customers

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High attention to detail — one wrong account number kills a port

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The confidence to own a function in a small business and improve it, not just process what is put in front of you

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You will already know not to cancel the old service before the port completes, and not to activate some NBN technologies until the number has ported.

Nice to have n

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On‑prem or cloud PBX reseller administration (iPECS, ARIA or similar)

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Wholesale NBN ordering tools

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Simpro or another job‑management system

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Working knowledge of FTTP, FTTN, FTTC, HFC and Fixed Wireless service classes

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Experience in a small telco, RSP, or voice‑and‑data reseller — not only a Tier‑1 call centre

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Evidence you have written a process, checklist or onboarding flow that other people now use

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Who this role suits n

You are organised, process‑driven and happy living in portals. You like finishing a messy order, then stopping the same mess happening twice. You can run a queue without being chased, and you will speak up when a product or process is working against the customer.

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You do not need to be in Bendigo. You do need to work Australian Eastern Time and be contactable for booked activations.

How we work n

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Remote across Australia, AEST hours (approx. 8:30am–5:00pm, with flexibility around booked cutovers)

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Company laptop, systems access and MFA on all supplier portals

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First week in Bendigo preferred if you are in Victoria, so you can meet the techs and walk through a live order and a live port

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After that, office visits are optional

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Small team, short lines to the General Manager — you will have room to shape the role

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Paid day off on your birthday

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What we offer nn
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$70,000 – $85,000 + super, depending on proven provisioning experience

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Genuine remote work — not "remote but in the office three days"

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A role you can own and grow, not a script

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Stable local business with a long customer base across Greater Bendigo and Central Victoria

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📌 Service Delivery Coordinator - NBN, VoIP & Customer Onboarding (Newcastle)
🏢 Bendigo Voice and Data
📍 Newcastle