Customer Solutions Coordinator Team Leader

Aussie Broadband Limited; City of Melbourne; On-site; AUD 90,000 - 110,000; Full time

Benefits offered by this job

26 weeks paid parental leave

Discounted internet

20% off Mobile services

Flexible working arrangements

Employee Assistance Program (EAP)

Monthly rewards and recognition

Yearly Aussie merch allowance

Job summary

Aussie Broadband is seeking an experienced Customer Solutions Coordinator Team Leader to join us in Melbourne, leading a high-performing team from either our Melbourne CBD or Dandenong office. You will drive service excellence, operational performance and continuous improvement with a strong focus on developing others.

Ideal candidates bring 3+ years in a Team Leader role and solid telco knowledge, with a passion for delivering outstanding customer experiences and building engaged teams in a

Qualifications

• 3+ years' experience in a Team Leader role.
• Previous leadership experience in a delivery environment.
• Strong telco knowledge, including NBN and business connectivity services.

Responsibilities

• Lead, coach, and develop a team of Customer Solutions Coordinators.
• Oversee day-to-day workflow, task allocation, and service delivery activities.
• Support achievement of team KPIs and customer service objectives.
• Act as an escalation point for customer and internal delivery issues.
• Drive customer satisfaction through timely, accurate and quality outcomes.
• Provide training, guidance, and ongoing support to team members.
• Promote a collaborative, high-performing team culture.

Skills

Leadership

Customer service

Communication

Stakeholder management

Problem solving

Adaptability

Job description

About Us

At Aussie Broadband, things are done a little bit differently. Our goal is to be the telco people love – customers, team members, shareholders and all stakeholders. We do this by living and breathing our values in everything we do, that'sthe Aussie way. As a B Corp Certified company, we hold ourselves to the highest standards for social and environmental performance, transparency, and accountability.We'reproud to have been named one of Australia's Top Employers by HRD magazine. Listed on the Australian Stock Exchange (ASX: ABB), the Aussie Broadband Group collectively supplies more than 1 million telecommunications services,operatestwo Tier 1 voice providers inAustraliaand ownsfibreinfrastructure. Our culture is built on five values that guide everything we do: Don'tbe ordinary, be awesome | Think BIG | Nobullsh*t | Be good to people | Have fun

About the Role

We're looking for an experienced Customer Solutions Coordinator Team Leader to join us in a permanent, full-time role, based in either our Melbourne CBD or Dandenong office. In this role, you'll lead and develop a high-performing team of Customer Solutions Coordinators, ensuring the smooth delivery of customer solutions while driving service excellence, operational performance, and continuous improvement. This opportunity is ideally suited to an experienced people leader with a strong telco background and a passion for developing others. Previous leadership experience in a delivery environment is highly regarded, with 3+ years' experience in a Team Leader role considered an advantage. If you're passionate about building engaged, high-performing teams and delivering exceptional customer experiences, we'd love to hear from you.

What You’ll Do

• Lead, coach, and develop a team of Customer Solutions Coordinators.
• Oversee day-to-day workflow, task allocation, and service delivery activities.
• Support achievement of team KPIs and customer service objectives.
• Act as an escalation point for customer and internal delivery issues.
• Drive customer satisfaction through timely, accurate and quality outcomes.
• Provide training, guidance, and ongoing support to team members.
• Promote a collaborative, high-performing team culture.

What You’ll Bring

• Previous leadership experience in a delivery environment is highly regarded, with 3+ years in a Team Leader role considered an advantage.
• Strong understanding of telco, NBN and business connectivity services.
• Exceptional communication, organisational and stakeholder management skills.
• Proven ability to solve problems, make decisions and drive outcomes.
• Able to adapt to change and thrive in a fast-paced environment.
• A collaborative leader who supports, motivates, and develops others.

Why Join Us

At Aussie Broadband, we celebrate difference and are committed to creating an inclusive workplace where everyone can bring their whole self to work. As a proud Equal Opportunity Employer, we support and celebrate diversity every day it's just one of the ways we live our value of "Be good to people." We also give back to the communities we serve through our Pledge 1% commitment, community sponsorship programs, and paid community service leave for all staff.

The Good Stuff

• 26 weeks paid parental leave for permanent employees, 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 Mobile services
• Fitness Passport for access to multiple gyms and pools across Australia
• Flexible working arrangements
• Employee Assistance Program (EAP)
• Discounts with Specsavers, HCF, and many more
• Monthly rewards and recognition
• Internal training and development resources to support your career growth
• Yearly Aussie merch allowance

Company Overview

Aussie Broadband is an Australian operated telecommunications company that was formed in 2008 and is based in Morwell Victoria, Australia. The company’s main focus is nbn™ (NBN) subscription plans and bundles to residential homes, small businesses, not-for-profits, corporate/enterprise and managed service providers. As a licensed carrier, the company provides these services through a wholesale agreement with NBN Co, a mix of leased backhaul infrastructure from third parties and its own network equipment. The company also offers a range of other telecommunications services including VoIP, mobile plans and handsets, entertainment bundles through its partnership with Fetch TV and connections through its own fibre, the OptiComm network and its white label platform. With its acquisition of Over the Wire, the company is also a Tier 1 voice provider, and offers a range of tailored cloud, connect and collaborate solutions to business, government and enterprise customers.