Job Expectations
Build your career and Australia's future.
Not many people can say they are working on building Australia's future. With us you'll be doing just that, leaving a legacy for all Australians. Plus, there's equal employment, great training, and true flexible working arrangements.
A bit about your role
This is a Fixed term 12-month contract. As the Critical Complaints and Escalations Dispute Resolution Manager, you will take ownership of resolving high-risk and sensitive complaints with professionalism, empathy, and discretion. You will be entrusted with managing complex cases across nbn's products and services, including customer dissatisfaction, Hostile Premise incidents, regulatory breaches, TIO conciliation matters, and potential litigation. Your work will extend to revenue building products such as Fibre Connect, New Developments, and Enterprise Ethernet, ensuring that customer trust and brand integrity are protected at every step.
In this role, you will collaborate closely with customers, Retail Service Providers, Access Seekers, the TIO, and a wide range of internal and external stakeholders including Legal, Regulatory, Government Relations, and Corporate Affairs. You will lead by example, demonstrating best practice in communication and dispute resolution, while ensuring compliance with company policies and regulatory requirements. Your ability to diagnose issues, prevent escalation, and foster constructive relationships will be central to achieving fair and timely outcomes that safeguard both customers and nbn.
A bit about you
If this sounds like the role for you, you will likely bring extensive experience in customer service, high-risk complaint handling, and case management, ideally within telecommunications, financial services, or legal environments. You are confident in navigating complex and sensitive matters, including those involving individual safety risks, and you thrive under time critical conditions. Your strong analytical and problem-solving skills are matched by your ability to communicate with clarity, compassion, and authority.
You are collaborative and resilient, with a natural ability to build trust and influence across diverse teams and stakeholders. You balance empathy with sound judgement, ensuring that every decision is made with care and precision. With your attention to detail and commitment to quality, you will help prevent future litigation, support successful legal outcomes when required, and contribute to nbn's reputation as a responsible and customer-focused organisation. Your approach is solutions oriented and grounded in purpose, ensuring that every resolution strengthens nbn's relationships and reinforces its values.
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