Dispute Resolution Manager

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 12 month Secondment role. 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 judgment, 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. Life at nbn To be part of nbn is to be part of something bigger. There’s 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 Australia’s best fibre infrastructure into homes and businesses, plus places and things, everywhere. We’re continuing to create Australia’s network—a 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. That’s 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 benefits and why we’re 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 don’t hesitate to contact us by emailing ***********@nbnco.com.au or calling our Recruitment Accessibility Enquiry Line at +61 . 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 on 15th December 2025. To be eligible for this role, you must have full working rights in Australia. Worker Type – Fixed Term (Fixed Term) Time Type – Full time #J-18808-Ljbffr