Job Expectations

Build your career and Australias future.

Not many people can say they are working on building Australias future. With us youll be doing just that leaving a legacy for all Australians. Plus theres 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 resolvinghigh-riskand sensitive complaints with professionalism empathy and discretion. You will be entrusted with managing complex cases acrossnbnsproducts and services including customer dissatisfaction Hostile Premise incidents regulatory breaches TIO conciliation matters and potential litigation. Your work will extend torevenue buildingproducts 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 exampledemonstratingbest 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 andtimelyoutcomes that safeguard both customers andnbn.

A bit about you

If this sounds like the role for you you willlikely bringextensive experience in customer servicehigh-riskcomplaint 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 undertime criticalconditions. Your strong analytical andproblem-solvingskills 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 whenrequired and contribute tonbnsreputation as a responsible and customerfocused organisation. Your approach issolutions orientedand grounded in purpose ensuring that every resolution strengthensnbnsrelationships and reinforces its values.

Life at nbn

To be part of nbn is to be part of something bigger. Theres so much more from here. Our pioneering spirit drives us forward every day. Together we help lift the digital capability of the nation by building and connecting Australias best fibre infrastructure into homes and businesses plus places and things everywhere. Were continuing to create Australias networka network made for more. Not just a way for everyone to do the things they love but transforming the way they do them.

A more inclusive working world

nbn is committed to an inclusive flexible and supportive workplace where everyone can feel heard valued and respected. We believe diverse perspectives are the key to unlocking greater outcomes and encourage applications from people of all ages nationalities abilities and cultures. Thats why we have a Reconciliation Action Plan Accessibility & Inclusion Plan offer 18 weeks of paid parental leave are a Pride in Diversity Platinum Employer and have active employee-led diversity pillars.Click here to see our list of employee benefitsand why were recognised as a WORK180 Endorsed Employer for Women and their Employer of Choice for 2025.

Equal Opportunities for All

We champion equal opportunities for all employees. If you have any accessibility requirements and would like to discuss adjustments for the recruitment process please dont hesitate to contact us by emailing or calling our Recruitment Accessibility Enquiry Line at. Please note this line is dedicated to accessibility-related enquiries for the purposes of recruitment and only enquiries related to accessibility adjustments will be answered. For other matters please visit our Contact Us page on our website.

Where to from here

If you think this role might be for you we want to hear from you. Please apply by following the links and sending in your resume only. We do not require a cover letter or any selection criteria to be addressed.

Please note that this role is a Secondment opportunity and applications will close at midnight on15th December 2025.

To be eligible for this role you must have full working rights in Australia.

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