Job Title

Senior Residential Customer Service Manager page is loadedSenior Residential Customer Service ManagerApply remote type Onsite locations Morwell - Hazelwood Dve time type Full time posted on Posted 30+ Days Ago job requisition id JR101081 Aussie Broadbands (ABB) purpose is to change the game. As our Senior Residential Customer Service Manager you''ll support this by playing a key role in making sure that our high standards are met for our residential customers and providing leadership for our teams.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 every day.Join us as we continue to grow and make a mark as the 5th 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 - were growing fast and not slowing down!Our fantastic culture lives and breathes our values:Don''t be ordinary, be awesomeThink BIGNo bullsh*tBe good to peopleHave funWe are proud to be a B Corp Certified company, which means were 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 dont just take our word for it We have been named one of the top employers in Australia by HRD magazine.The good stuff26 weeks paid parental leave for both primary and secondary caregivers (in addition to any government-paid leave)Free internet up to the value of $109 per month20% off our Fetch and Mobile servicesDay to day benefits like flexible working arrangements, Employee Assistance Program (EAP), discounts with big names like Origin, Specsavers, HCF and many moreCelebrating you! With monthly rewards and recognitionInternal training and resources for you to continue to learn, grow and achieve your career goalsYearly allowance for amazing Aussie merchFitness Passport for access to multiple gyms and pools across AustraliaLets talk about youAs our Senior Residential Customer Service Manager you will play a key role in the leadership and strategic direction of the business. To be successful in the role you will possess:Practical experience in overseeing the operations of a contact centre, including managing and supervising staff members.A track record of successfully managing and leading teams, ensuring that they achieve their goals and deliver results.Excellent verbal and written communications skills.Strong attention to detail.Exceptional personal organisation skills.An understanding of the telco industry.Demonstrated ability to solve problems and think critically and strategically, so that you can identify and address issues, make sound decisions, and lead your team through challenging situations.How will you support our Why?You will provide leadership, development, and coaching whilst actively engaging and supporting the development of your team to ensure better performance and succession planning for key roles. Your responsibilities will include:Managing a medium to large-sized team and coordinating with team managers to meet organisational requirements of the Customer Service team.Building and maintaining effective internal and external stakeholder relationships.Reviewing management information and data analytics to provide continuous improvement recommendations to improve efficiencies across the contact centre.Managing the risk and impact of customer change requests, identifying service implications such as the impact of system or process changes on customers/staff.Evaluating contact centre performance using key metrics and data analytics (accuracy, call-waiting time, etc.).Preparing reports and analysing call centre data to improve processes, ensure resources are properly allocated, and maximise efficiency and customer satisfaction.Ready to join?Apply directly and our fantastic team will be in touch!If you have any questions, get in touch today with our team at careers@team.aussiebroadband.com.au!Even if you feel you dont meet all the requirements, wed still love to hear your story. We are unconventional in many ways, and we like to think outside the box with the people we hire.Why work here?If you like wild growth and working with happy, enthusiastic over-achievers, you''ll enjoy your career with us!Get In TouchIntroduce yourself to our recruiters and we''ll get in touch if there''s a role that seems like a good match.About UsAussie Broadband is an Australian operated telecommunications company that was formed in 2008 and is based in Morwell Victoria, Australia.The companys main focus is 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. #J-18808-Ljbffr