Service Delivery Coordinator – NBN, VoIP & Customer Onboarding

Salary: $70,000 – $85,000 per year

Bendigo Voice & Data (BVD) has kept Central Victorian businesses connected since 1998. We design, supply and support phone systems, VoIP, NBN/internet, cabling, Wi-Fi and workplace safety for local businesses that want a real provider, not a call centre.

We need one person to own the voice and internet service desk: onboarding, ports, connections, changes and disconnects. This is not a sales role and it is not a field tech role. You will run the work, then improve how we do it — processes, supplier use, customer experience and the products we can credibly offer.

The role is fully remote across Australia, working AEST hours. Our workshop and techs are in East Bendigo. You will work closely with them by phone, Teams and Simpro.

What you will own

You will be the single point of contact for onboarding and managing customers on:

• NBN internet through our wholesale / RSP partner

• Hosted VoIP on our white-label cloud phone platform

• On-premises and cloud business phone systems we resell

Day to day that means:

• Service-qualifying addresses and ordering NBN connections through a wholesale / RSP portal

• Collecting the paperwork that ports and transfers need: customer authority, latest bill, account number, LOC ID / AVC ID, service address

• Lodging, tracking and completing number ports (Cat A and Cat C), including reject fixes

• Processing new connections, transfers, relocations, changes and disconnections

• Setting up and changing hosted VoIP users, numbers and seats

• Coordinating on-prem and cloud phone system changes with our technicians

• Booking and tracking NBN appointments and telling the customer what happens next

• Keeping Simpro, supplier portals and billing aligned with what is actually live

• Giving our field techs a clean handover: address, technology type, appointment window, port date, site contact and known risks

• Being available on booked cutover mornings so the customer is not left hanging

Build the function, not just the tickets

This role is vacant because we need it built properly. Once you can run the queue, you will:

• Write and maintain simple processes for orders, ports, activations, changes and disconnects so the work does not live in one person’s head

• Tighten the handoff between sales, this desk and the field techs

• Identify where orders stall (paperwork, supplier rejects, appointments, billing) and fix the cause

• Recommend service and process improvements — plan options, onboarding packs, checklists, customer comms, supplier settings — so we can grow voice and internet without creating chaos

• Keep the General Manager informed on volume, delays and what we should change next

• Train others on the process as the workload grows

You will not be measured on new sales. You will be measured on services going live cleanly, fewer repeats, and a desk that gets stronger over time.

What you must already know

We need someone who has done this work, not someone who will learn it from scratch.

• Ordering and tracking NBN services through an RSP or wholesale portal

• Number porting end to end, including customer authorisation, Cat A vs Cat C, and why a port rejects

• Connections, transfers and disconnections for internet and voice

• Hosted / white-label cloud PBX administration

• Working across more than one upstream supplier

• Clear written English and a calm phone manner with regional business customers

• High attention to detail — one wrong account number kills a port

• The confidence to own a function in a small business and improve it, not just process what is put in front of you

You will already know not to cancel the old service before the port completes, and not to activate some NBN technologies until the number has ported.

Nice to have

• On-prem or cloud PBX reseller administration (iPECS, ARIA or similar)

• Wholesale NBN ordering tools

• Simpro or another job-management system

• Working knowledge of FTTP, FTTN, FTTC, HFC and Fixed Wireless service classes

• Experience in a small telco, RSP, or voice-and-data reseller — not only a Tier-1 call centre

• Evidence you have written a process, checklist or onboarding flow that other people now use

Who this role suits

You are organised, process-driven and happy living in portals. You like finishing a messy order, then stopping the same mess happening twice. You can run a queue without being chased, and you will speak up when a product or process is working against the customer.

You do not need to be in Bendigo. You do need to work Australian Eastern Time and be contactable for booked activations.

How we work

• Remote across Australia, AEST hours (approx. 8:30am–5:00pm, with flexibility around booked cutovers)

• Company laptop, systems access and MFA on all supplier portals

• First week in Bendigo preferred if you are in Victoria, so you can meet the techs and walk through a live order and a live port

• After that, office visits are optional

• Small team, short lines to the General Manager — you will have room to shape the role

• Paid day off on your birthday

What we offer

• $70,000 – $85,000 + super, depending on proven provisioning experience

• Genuine remote work — not “remote but in the office three days”

• A role you can own and grow, not a script

• Stable local business with a long customer base across Greater Bendigo and Central Victoria