Our client is a major Australian telecommunications provider specialising in business and enterprise connectivity services. They deliver data, internet, voice, and cloud solutions to businesses, government, and wholesale customers across Australia, operating substantial infrastructure and serving thousands of corporate clients. The business is committed to elevating customer experience and strengthening complaints resolution frameworks to ensure fair, timely, and compliant outcomes for business customers. They require experienced leadership to manage B2B complaints operations, drive continuous improvement, and embed customer advocacy principles across the organisation. They are seeking a Complaints Resolution Manager to lead end-to-end B2B complaints management, ensure regulatory compliance, and drive improvements in business customer outcomes. This role offers the opportunity to influence customer experience whilst working with operational, account management, and executive stakeholders. The Role As Complaints Resolution Manager, you will lead the complaints resolution function ensuring timely, fair, and compliant handling of business customer complaints across data, internet, voice, and cloud services. This role requires expertise in B2B complaints management frameworks, regulatory compliance, and the ability to drive systemic improvements addressing root causes of customer dissatisfaction. You will oversee complaints handling operations, manage escalations to ombudsman and regulatory bodies, conduct root cause analysis, and implement process improvements reducing complaint volumes. Working closely with account management, service delivery, product, and legal teams, you will embed customer advocacy principles and strengthen complaints resolution capability for business customers. This is a high-impact role requiring both operational excellence and strategic thinking, with responsibility for ensuring regulatory compliance whilst driving continuous improvement in customer outcomes. Key Responsibilities Lead end-to-end management of business customer complaints ensuring timely, fair, and compliant resolution across data, internet, voice, and cloud services Develop and implement B2B complaints management frameworks aligned to industry codes, regulatory requirements, and best practice Monitor and report on complaints metrics including volumes, trends, resolution timeframes, and business customer satisfaction outcomes Conduct root cause analysis on complaints data to identify systemic issues in service delivery, billing, and account management Drive continuous improvement initiatives addressing underlying pain points and reducing B2B complaint volumes Manage escalations to Telecommunications Industry Ombudsman (TIO), ACMA, and other regulatory bodies Ensure compliance with Telecommunications Consumer Protections (TCP) Code and regulatory obligations Collaborate with account management, service delivery, product, and legal teams to implement process and system improvements Prepare executive reporting on complaints performance, trends, and improvement initiatives Build capability within complaints teams and across the business on B2B complaint handling and customer advocacy Manage relationships with TIO, ACMA, and industry bodies Develop and maintain complaints policies, procedures, and quality frameworks Lead complex, high-stakes business customer escalations requiring senior intervention Support regulatory audits, reviews, and compliance programmes Requirements Tertiary qualification in business, customer experience, or related discipline 7-10 years' experience in complaints management, customer advocacy, or regulatory compliance roles within B2B telecommunications or regulated industries Strong understanding of Telecommunications Consumer Protections Code, TIO processes, and ACMA regulatory frameworks Demonstrated expertise in B2B complaints resolution frameworks, root cause analysis, and continuous improvement methodologies Proven track record driving systemic improvements reducing complaint volumes and improving business customer outcomes Experience managing relationships with ombudsman offices and regulatory authorities Strong stakeholder management skills with ability to influence account management, service delivery, and executive leaders Excellent analytical capabilities with experience interpreting complaints data to drive decision-making Understanding of business telecommunications services including data, internet, voice, and cloud delivery Ability to manage complex, high-stakes business customer escalations Experience building capability and embedding customer advocacy principles across B2B organisations Strong written and verbal communication skills including executive reporting Remuneration and Benefits Competitive remuneration package Comprehensive health insurance coverage Superannuation contributions Annual salary reviews Study support including tertiary education fee reimbursement and study leave Professional development programmes including LinkedIn Learning access Leadership development programmes and mentoring opportunities Employee share scheme Generous parental leave provisions Purchased annual leave options Flexible working arrangements including hybrid office/remote work Employee recognition programmes Access to 24/7 confidential counselling and employee assistance programmes Corporate discounts and employee perks programmes Career progression pathways within customer experience and regulatory compliance functions Please submit your CV and a covering letter addressing: Your experience managing complaints resolution or customer advocacy functions in B2B telecommunications or regulated industries Your understanding of TCP Code, TIO processes, and telecommunications regulatory frameworks Examples of continuous improvement initiatives you have led that reduced B2B complaints or improved business customer outcomes Your approach to root cause analysis and driving systemic improvements in B2B service delivery Your stakeholder management experience including account management, regulatory bodies, and executive leadership For Further Information Contact Ivan Pignataro | Director D'Arcy Weil T: 61 3 9999 7409 M: 0416 507 856 E: ivan@darcyweil.com This role is being managed exclusively by Ivan Pignataro at D'Arcy Weil.
