Customer Care Manager (HFC)

nbn Australia


  • Multiple Opportunities available

nbn seeks to create an inclusive and diverse workplace that is reflective of the wider communities in which it operates and balancing opportunity for all. We are building a culture where different perspectives, thinking and skills are valued, and people are supported to achieve their potential. In particular, nbn is committed to increasing the participation of women in our organisation and especially women in leadership positions.

Your role in the future:

In your new role as Customer Care Manager, you will be an integral part of the HFC Service Operations (SOPS) Team, responsible for the day-to-day coordination and resolution of escalated issues and queries from Retail Service Providers (RSP’s) through Customer Delivery Managers (CDM’s). Your role will be primarily focused on coordinating and administering customer escalations to full resolution and to the satisfaction of all parties. You will be required to work cross functionally with other HFC SOPS nbn teams, other Customer Services Teams such as CSC/OSC/CCC, and Service Delivery Partners, complaint resolution. The role will evaluate and handle escalated issues which require high level liaison, communication, negotiation, problem solving and decision making skills and timely resolution.

This role sits within the Network and Service Operations (NSO) division of nbn which is accountable for the activation and operation of all networks and services. This is delivered through key operational functions: Network Enablement, Network Operations & Assurance, Service Activation, Customer Service & Assurance, HFC Operations and cover the activation, operation and maintenance of the nbn network as well as the activation and maintenance of all services in the network.

You can contribute to:

  • Lead and manage the coordination, investigation, resolution of escalated issues and enquiries
  • Case management of RSP/CDM issues and enquiries
  • Best practice and continuous improvement
  • Reporting
  • Coach/ mentor to others as RSP escalations handling SME

A bit about us:

nbn is the team behind the design, build and operation of the nbn™ network. Working for nbn, you’ll be part of one of the largest technology infrastructure projects Australia has seen, providing you with loads of opportunities, great flexibility, and a collaborative culture. You’ll work with inspirational leaders and innovators in their field, help take on engaging and exciting work, and seek imaginative solutions to new questions every day.

We are dedicated to providing all Australians with access to the benefits of fast broadband. But the nbn™ network is so much more than access to fast internet. A state of the art communications network helps ensure our digital future, and gives Australians the opportunity to be more productive, more creative, more efficient, and more connected – benefits we can all enjoy for decades to come, no matter where we live.

A bit about you:

The ideal candidate may possess:

  • Experience in a customer service orientated and issue management resolution focused team environment.
  • Previous experience in liaising with senior management in relation to resolution outcomes.
  • Experience and demonstrated skills in effective relationship building, interpersonal skills, organisation and time management, persuasion and influencing, negotiation and problem solving, decision making and best outcomes resolution.
  • Superior verbal and written communication skills including presentation skills.
  • Previous experience in the telecommunications sector would be highly desirable.

How to apply:

If you think this role might be for you, we want to hear from you. Please apply by following the links and sending in your resume together with a cover letter.

nbn is a fast moving organisation with lots to deliver - so we may not always wait until the job ad expires before reviewing applications. As a result, you should submit your application as soon as possible!

At nbn our people and our planet matter. We have an unwavering commitment to the wellbeing and safety of our employees so that everyone goes home safely each day and can perform at their peak to deliver the nbn™ network.

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