Retention Team Leader

Join our Morwell or Dandenong team as a Retention Team Leader.

In this full‑time permanent role, you’ll lead a team dedicated to reducing churn and driving growth within our existing customer base. The ability to lead and support a team effectively across both on‑site and remote environments is essential.

This is a great opportunity to step up and take on an exciting new challenge at Aussie.

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 5th 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 awesome

• Think BIG

• No bullsh*t

• Be good to people

• Have fun

We are proud to be a B Corp Certified company, which means we’re good 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 stuff

• 26 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 month

• 20% off our Mobile services 

• Day to day benefits like flexible working arrangements, Employee Assistance Program (EAP), discounts with big names like Specsavers, HCF and many more

• Celebrating you! With monthly rewards and recognition

• Internal training and resources for you to continue to learn, grow and achieve your career goals

• Yearly allowance for amazing Aussie merch

• Fitness Passport for access to multiple gyms and pools across Australia

Let’s talk about you

• Knowledge of the telco industry

• Experience in technical support, accounts, customer service, or similar roles

• Strong understanding of customer service and retention principles

• Excellent organisation and time management skills

• Clear communication and a collaborative approach

• Innovative mindset with a willingness to challenge norms

How will you support our “Why?”

• Lead a medium to large team to meet targets and objectives

• Support and manage team performance to achieve goals

• Build and maintain professional customer relationships

• Provide insights on customer behaviour to inform retention strategies

• Escalate and resolve complex issues effectively

• Develop strategies to retain customers and grow business

• Train, coach, and supervise team members

• Ensure adherence to quality assurance standards

• Deliver one‑on‑one coaching and performance reviews

• Participate in meetings, training, and special projects

• Handle other tasks as directed by the Resolution Manager

• Demonstrate the ability to lead and support a team effectively in both on‑site and remote 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 [email protected]

Just 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!