Wholesale Support Manager (Morwell)

Aussie Broadband’s (ABB) purpose is to change the game in telecommunications through better service, smarter solutions, and a customer-first mindset.As the Wholesale Support Manager, you will play a key role in bringing this purpose to life by leading and overseeing the Wholesale Support team. You’ll be responsible for ensuring seamless delivery across provisioning, service delivery, and both general and advanced technical support, while driving a high-performance culture and exceptional customer outcomes.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’ everyday.Join us as we continue to grow and make a mark as the 4th 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
- we’re 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 we’re valuable 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 don’t 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)Discounted internet up to the value of $109 per month20% off our Mobile servicesDay to day benefits like flexible working arrangements, Employee Assistance Program (EAP), discounts with big names like 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 AustraliaLet’s talk about youAs our Wholesale Support Manager, you will bring our values to life by delivering the following activities and outcomes:Identify, design, and implement improved business processes to enhance the support experience.Lead and manage team performance, working closely with staff to ensure targets and KPIs are consistently achieved.Build and maintain strong, organisation-wide stakeholder relationships, ensuring ongoing engagement with key partners.Take accountability for the overall management of risks and issues relating to activations and assurance activities.Develop, review, and maintain knowledge articles and work instructions to support the Wholesale Support team.Act as the escalation point for complex faults, modifications, and customer or partner enquiries.Support field technicians and customers by providing network and technical assistance where required.Oversee team administration and perform other duties as required.How will you support our "Why?"Strong understanding of the telco industry, including Voice, hosted PABX, Cisco routers, FortiGate firewalls, and related technologies.Proven experience in Team Manager / Team Leader / Call Centre leadership roles.Hands-on experience with small to large-scale SD-WAN, MPLS, and Layer 2 network environments.Experience across managed services, including Cloud Connect, hosted telephony systems, and managed routing & switching.Demonstrated success in building and establishing new teams, including shaping culture and ways of working.Key capabilities:Strong problem-solving skills with a leadership mindset.Highly organised with excellent time management and prioritisation skills.Clear, confident written and verbal communication.Ability to work independently while contributing effectively within a team.Quick to learn, adaptable, and comfortable in fast-changing environments.Ready to join?Hit the apply button to submit your application and our fantastic team will be in touch!Even if you feel you don’t meet all the requirements, we’d still love to hear your story. We like to think outside the box with the people we hire.If you have any questions, get in touch today with our team at a heads up, we can’t take applications through email, so make sure you apply via the job link we've set for this role, so you don't miss out! #J-18808-Ljbffr Apply on Kit Job: kitjobau.com/job/3qanhc