NBN Escalations and Complaints Manager



As a Delivery Relationship Team Manager for Escalations and Complaints, you will work with the industry partner escalations and complaints operations teams and provide best practice support. You will be required to contribute to the development of programs of work, analysis and insights to reduce the volume of complaints within the NBN Small Business Activations portfolio and participate in change programs on the ground

• Lead a team of consultants and/or subject matter experts to ensure the Telstra NBN complaints within NBN Small Business Activations [GBS] team delivers on performance, quality and customer advocacy outcomes

• Ensure that the customer is at the centre of all decisions by focussing on the key the customer service basics [take ownership, action commitments and get it right the first time], real and accountable for you and your team

• Actively identify drivers & root cause issues for escalations across the NBN end to end process

• Monitor any escalations and ensure they are resolved within SLA

• Lead the industry partners to deliver successful customer outcomes by way of meeting SLAs and KPIs.

• Manage escalations and blockers or dependencies with relevant stakeholders

• Report on and provide regular insights to NBN Complaint performance

• Review and report on operational performance, but not limited to your own team

• Ensure timely and effective escalation of issues or opportunities for improvement to operational team or appropriate XCo stakeholders across GBS, TCC and or the broader Telstra Community including at operational and governance level

• Develop and distribute updates and reports to operational and executive stakeholders

• Maintain an excellent understanding of the NBN product activation, assurance and billing processes

• Ensure that Telstra meets its obligations to our customers

Develop a culture of customer ownership, proactive customer management so that staff are enabled to provide a superior customer outcome

Audit Risk and Compliance

• Understand Telstra’s Risk and Compliance Framework (e.g. Privacy risk, Security risk, IT Risk etc.) and support/ facilitate partner in developing suitable Plans to ensure compliance (e.g. Business Continuity Plans)  

We’re committed to building a diverse and inclusive workforce. To enable everyone to participate, we’ve developed an ‘All Roles Flex’ policy to consider flexible ways of working for every role. To learn more, visit tel.st/allrolesflex


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