Complaints Specialist | Australian Telco | Up to ₱42K Package

Acquire Intelligence; Eastern Manila District; Hybrid; PHP 3,942,000 - 5,256,000; Full time

Benefits offered by this job

HMO coverage

Epic Yearly Kick-Off Parties with bigs

Value Awards

Real career growth with internalPromot

Meaningful work with talented teams

12 Vacation Leaves

12 Sick Leaves

1 Birthday Leave

14th Month Pay after 5 years

Referral incentives

Job summary

Acquire Intelligence is seeking an experienced Complaints Specialist to own end-to-end handling of complex, escalated, and regulatory complaints. You will serve as a subject-matter expert on complaint governance and influence service improvements across the business.

The role requires strong investigation, documentation, and written-communication skills, with rigorous adherence to privacy and regulatory standards, working with internal teams to deliver fair outcomes.

Qualifications

• Experience managing complex or escalated complaints in a regulated environment.
• Strong knowledge of complaint-handling obligations and relevant regulations.

Responsibilities

• Own complex, escalated, regulatory, and privacy-related complaints from receipt through investigation and closure.
• Assess issues using account history and available evidence to determine fair outcomes.
• Prepare clear, empathetic written responses explaining findings and remedies.
• Coordinate resolutions and responses with external dispute bodies as required.
• Apply applicable privacy and consumer laws to all handling activities.
• Analyse complaint trends and systemic issues across services to identify root causes.
• Collaborate with cross-functional teams to address drivers and improve outcomes.
• Maintain accurate registers and reporting for audit readiness and compliance.
• Produce regular reporting on themes, risks, and improvements.

Skills

Complaint handling

Regulatory compliance

Investigations

Written communication

Stakeholder collaboration

Tools

Salesforce

Genesys

Job description

About the role

We are partnering with a fast-growing Australian telecommunications provider delivering mobile, broadband, NBN, VoIP, and business communication solutions nationwide. With a strong commitment to fair customer outcomes and regulatory compliance, our client is seeking an experienced Complaints Specialist to join the team in a senior individual contributor capacity. In this hands-on role, you will own the end-to-end resolution of complex, escalated, and regulatory complaints, serve as a subject-matter expert in complaint handling and governance, and turn complaint insights into meaningful service improvements across the business.

Key responsibilities

• Own complex, escalated, regulatory, and privacy-related complaints from receipt through investigation, resolution, written communication, and closure

• Assess customer issues using account history, service records, and available evidence to determine fair and appropriate outcomes

• Prepare clear, accurate, and empathetic written complaint responses that explain findings, remedies, and escalation options

• Act as the primary operational owner for TIO complaints and escalations, coordinating evidence, proposed resolutions, and timely responses to the TIO, ACMA, ACCC, and OAIC

• Apply the TCP Code, Telecommunications Consumer Complaints Handling Industry Standard 2018, Australian Consumer Law, and Privacy Act 1988 to all complaint handling activities

• Analyse complaint trends, recurring failure points, and systemic issues across mobile, NBN, broadband, VoIP, billing, and provisioning to identify root causes

• Partner with Customer Service, Operations, Billing, Product, and Technology teams to address complaint drivers and improve customer outcomes

• Maintain accurate complaint registers, case documentation, and reporting to ensure audit readiness and regulatory compliance

• Produce regular complaint reporting covering themes, risks, root causes, remedies, and improvement opportunities for management

• Provide practical guidance and support to frontline teams on identifying, recording, escalating, and resolving complaints in line with regulatory obligations

About you

• Demonstrated experience managing complex or escalated complaints in Australian telecommunications, utilities, financial services, or another regulated consumer environment

• Strong working knowledge of the TCP Code and Australian telecommunications complaint-handling obligations, including ACMA requirements

• Solid understanding of Australian Consumer Law, ACCC consumer protections, and the ability to identify matters requiring specialist legal or compliance advice

• Working knowledge of the Privacy Act 1988, Australian Privacy Principles, and OAIC privacy complaint expectations

• Proven experience managing TIO or comparable external dispute resolution matters through to closure

• Strong investigation, case management, evidence review, and written communication skills with high attention to detail

• Ability to interpret regulatory requirements and translate them into practical, fair outcomes for customers

• Sound judgement and confidence handling sensitive, high-risk, or vulnerable-customer matters independently

• Experience within an Australian telecommunications provider or MVNO, ideally across mobile, NBN, broadband, VoIP, billing, or provisioning

• Experience with complaint management, CRM, or contact centre platforms such as Salesforce or Genesys is advantageous

Benefits

• HMO coverage for you and your family

• Epic Yearly Kick-Off Parties with major giveaways

• Recognition through our Value Awards

• Real career growth with internal promotions

• Meaningful work with talented and supportive teams

• 12 Vacation Leaves

• 12 Sick Leaves

• 1 Birthday Leave

• 14th Month Pay for employees who complete 5 years with us

• Generous referral incentives of up to ₱42,000 depending on the role

About us

At Acquire Intelligence, our mission is to help business work smarter. We bring together the best people, efficient processes, and automation to help companies grow faster and operate with confidence. Our purpose is to simplify how businesses work, improve performance, and lead meaningful change across the globe.

What are you waiting for? Come for a career, stay for the fun!