Residential Activations Consultant

Aussie Broadband Limited; Traralgon; On-site; AUD 65,000 - 85,000; Full time

Benefits offered by this job

26 weeks parental leave

Internet discount

Mobile discount

Flexible working arrangements

Employee Assistance Program (EAP)

Fitness Passport

Job summary

Aussie Broadband Limited in Victoria, Australia, is seeking a Residential Activations Consultant to manage service activations from enquiry to go-live. You will handle activation-related calls, manage fallout cases, and coordinate with internal teams to keep customers informed.

The role requires strong attention to detail, excellent communication, and the ability to juggle multiple tasks while delivering a high-quality customer experience. Join us as we grow Australia's 4th largest telco.

Qualifications

• 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.
• Experience 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.

Responsibilities

• Manage inbound activation-related customer enquiries.
• Own activation fallout cases end-to-end, ensuring timely resolution.
• 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 skills

Problem-solving

Organisational skills

Prioritisation

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 fallout 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!

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. - We have been named one of the top employers in Australia by HRD magazine.

• 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
• Own activation fallout cases end-to-end, ensuring timely resolution
• 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

• 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 outcomes
• Experience 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

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

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.