Residential Activations Consultant

Aussie Broadband; Traralgon; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

26 weeks paid parental leave

Discounted internet up to $109 per mo

20% off our Mobile services

Day to day benefits and EAP

Monthly rewards and recognition

Internal training and career growth

Yearly merch allowance

Fitness Passport

Job summary

Aussie Broadband is seeking a Residential Activations Consultant to manage service activations from enquiry to go-live. You will handle activation-related calls, navigate fall-out scenarios, and proactively resolve issues impacting customer timelines.

In this role you will communicate clearly with customers, collaborate with internal teams, and maintain accurate case notes to ensure a smooth activation experience across our Australian network.

Qualifications

• Strong customer service and communication skills.
• Ability to manage complex or unclear scenarios with confidence.
• Proven problem-solving capability and sound judgement.
• Strong organisational skills and attention to detail.
• Ability to manage competing priorities in a fast-paced environment.
• Confidence working across systems and managing case documentation.
• Comfortable taking ownership and accountability for outcomes.

Responsibilities

• Manage inbound activation-related customer enquiries
• Proactively identify and resolve issues impacting activations
• Clearly communicate timelines, next steps, and outcomes to customers
• Liaise with internal teams to progress and resolve activation issues
• Maintain accurate case notes and documentation
• Escalate issues appropriately when required, following defined processes
• Contribute to improved activation efficiency and reduced rework
• Support a consistent, confident, and professional customer experience

Skills

Customer service

Communication

Problem solving

Organization

Prioritization

Cross-system navigation

Ownership & accountability

Activation knowledge

Job description

As a Residential Activations Consultant, you will be responsible for managing residential service activations from enquiry through to completion. This includes handling activation‑related calls, managing fall‑out scenarios, and working proactively to resolve issues that may impact customer go-live dates.
The role requires strong attention to detail, clear communication, and the ability to confidently manage multiple tasks while maintaining a high standard of customer experience.

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 Opportunity 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 4th 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

• Manage inbound activation‑related customer enquiries
• Proactively identify and resolve issues impacting activations
• Clearly communicate timelines, next steps, and outcomes to customers
• Liaise with internal teams to progress and resolve activation issues
• Maintain accurate case notes and documentation
• Escalate issues appropriately when required, following defined processes
• Contribute to improved activation efficiency and reduced rework
• Support a consistent, confident, and professional customer experience

How will you support our “Why?”

• Strong customer service and communication skills (verbal and written)
• Ability to manage complex or unclear scenarios with confidence
• Proven problem‑solving capability and sound judgement
• Strong organisational skills and attention to detail
• Ability to manage competing priorities in a fast‑paced environment
• Confidence working across systems and managing case documentation
• Comfortable taking ownership and accountability for outcomesExperience in Customer Service, Service Delivery, or Activations preferred
• Experience handling escalations or complex customer cases is desirable
• Familiarity with activation, provisioning, or service‑based workflows is an advantage