Residential Activations Team Leader

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

Benefits offered by this job

26 weeks parental leave

Discounted internet

20% off Mobile services

Fitness Passport

Flexible working arrangements

Employee Assistance Program (EAP)

Discounts with partners

Monthly rewards

Aussie merch allowance

Job summary

Aussie Broadband Limited in Morwell, Victoria, seeks a capable leader to oversee the Residential Activations Consultants and ensure timely, high-quality activation support for residential customers.

You will coach and develop the team, act as escalation point, and collaborate with stakeholders to improve service delivery while maintaining QA standards in a fast-paced environment.

Qualifications

• Leadership experience with ability to lead, motivate and develop teams.
• Solid understanding of the telecommunications industry.
• Experience in activations support, customer service, accounts or similar operational environments.
• Outstanding communication and interpersonal skills.

Responsibilities

• Lead, coach and develop a team of Residential Activations Consultants.
• Oversee delivery of high-quality activation support to residential customers.
• Manage team performance and ensure targets and service standards are achieved.
• Deliver ongoing training, coaching and development to team members.
• Act as an escalation point for customer and activation-related enquiries.
• Ensure QA standards are consistently maintained across the team.
• Work with internal stakeholders to support seamless service delivery.
• Drive continuous improvement initiatives and support departmental projects.
• Monitor KPIs and customer service measures to drive performance.

Skills

Leadership

Communication

Problem-solving

Team development

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's the Aussie way. As a B Corp Certified company, we hold ourselves to the highest standards for social and environmental performance, transparency, and accountability. We're proud 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, operates two Tier 1 voice providers in Australia and owns fibre infrastructure. Our culture is built on five values that guide everything we do: Don't be ordinary, be awesome | Think BIG | No bullsh*t | Be good to people | Have fun

What You'll Do

Lead, coach and develop a team of Residential Activations Consultants. Oversee the delivery of high-quality and timely activation support to residential customers. Manage team performance and ensure operational targets and service standards are achieved. Deliver ongoing training, coaching and development to team members. Act as an escalation point for customer and activation-related enquiries. Ensure quality assurance standards are consistently maintained across the team. Work closely with internal stakeholders to support seamless service delivery. Drive continuous improvement initiatives and support departmental projects. Monitor KPIs, customer service measures and operational performance outcomes. Foster a positive, collaborative and high-performing team culture.

What You'll Bring

Previous leadership experience with the ability to lead, motivate and develop teams. A solid understanding of the telecommunications industry. Experience in activations support, customer service, accounts or similar operational environments. Outstanding communication and interpersonal skills. Strong problem-solving and decision-making capabilities. Ability to work independently and collaboratively in a fast-paced environment. Advanced computer and system navigation skills. A customer-first mindset with a focus on delivering exceptional service outcomes. The ability to adapt quickly to changing priorities and business needs.

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

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.