We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!
At Acquire Intelligence, our mission is to help business work smarter.
We bring together the best people, efficient processes, and automation to help companies grow faster and operate with confidence.
Our purpose is to simplify how businesses work, improve performance, and lead meaningful change across the globe.
If you're passionate about making a real impact through innovation and collaboration, Acquire Intelligence is the place to grow your career.
Advance Your Career - Join us today and be part of a team where your work makes an impact!
WHY JOIN THE A-TEAM? Come for a career, stay for the fun!
Here's what's waiting for you:
HMO coverage for you and your family
Epic Yearly Kick-Off Parties with major giveaways (including a car in 2023!)
Recognition through our Value Awards — we celebrate your wins
Real career growth with internal promotions
Meaningful work with talented and supportive teams
Your future matters:
900 internal promotions every year
2,700+ leadership training courses
Extra rewards along the way:
14th Month Pay for employees who complete 5 years with us
Generous referral incentives of up to ₱42,000 depending on the role
Enjoy work-life balance:
12 Vacation Leaves
12 Sick Leaves
1 Birthday Leave
A SNAPSHOT OF YOUR ROLE
Join Acquire Intelligence as a Complaints Manager and take ownership of the full complaints lifecycle across a dynamic telecommunications environment. This is a senior individual contributor role where your expertise directly shapes outcomes for customers and the business alike, with no people-leadership responsibilities getting in the way of the work you do best. You will serve as the internal subject-matter expert for complex, escalated, regulatory, and privacy-related complaints, driving investigations, crafting written responses, leading remediation efforts, and ensuring the organisation remains audit-ready across all relevant regulatory frameworks.
YOUR DAILY RESPONSIBILITIES
Manage end-to-end handling of complex, escalated, regulatory, and privacy-related customer complaints
Conduct thorough investigations into complaints and produce high-quality written responses
Lead remediation activities and ensure appropriate customer outcomes are achieved
Perform root-cause analysis to identify systemic issues and recommend corrective actions
Maintain organisational readiness for regulatory audits and external dispute resolution processes
Liaise with the Telecommunications Industry Ombudsman and manage TIO dispute resolution
Monitor compliance with the TCP Code, ACMA requirements, Australian Consumer Law, and the Privacy Act 1988
Act as the internal subject-matter expert and go-to resource for complaint-handling policy and practice
Identify trends in complaint data and present insights to support continuous improvement
A BIT ABOUT YOU
Demonstrated experience managing complaints in the Australian telecommunications industry
Strong working knowledge of the TCP Code and ACMA complaint-handling requirements
Solid understanding of Australian Consumer Law and ACCC consumer protection obligations
Familiarity with the Privacy Act 1988 and OAIC privacy complaint expectations
Experience handling Telecommunications Industry Ombudsman disputes and external escalations
Skilled at conducting structured investigations and producing clear, professional written responses
Able to perform root-cause analysis and translate findings into actionable recommendations
Comfortable working as a senior individual contributor with a high degree of autonomy
Highly organised with the ability to manage multiple complex matters simultaneously
WHAT WE VALUE
We're proud of our diverse global team, all working in a collaborative environment and happy to share these common values:
Curious and Clever:…