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About the Role

As a Customer Service and Support Team Leader, you will use your people leadership skills and knowledge of Telstra’s products, services, and processes to guide your team in delivering excellent customer experiences across messaging, SMS, email, and voice channels. You and your team will promote Telstra products and services, providing high-quality, cost-effective support for non-technical product and billing inquiries, and handling order recording and provisioning.

Responsibilities

Provide regular reports/feedback on workload/resource fluctuations to inform business plans, goals, and measures.
Maintain a workforce/workload management plan with the scheduling area to ensure staff viability for customer commitments and work requirements.
Monitor and report on systems to improve performance.
Manage stakeholders to remove roadblocks.
Resolve escalated customer issues and complaints using standard procedures and delegations.
Take ownership and always keep commitments.
Identify opportunities for process improvement impacting customers, the community, or the business.
Effectively manage on-phone resources to ensure adequate coverage at all times.
Accurately record all mandatory operational activities in the system.

Requirements

Significant on-the-job experience (2 years minimum).
Specialized vocational skills, including Team Management.
Proven experience working overnight shifts.
Proven ability to determine priorities, manage operational activities & resources, and make sound business judgments.
Excellent communication skills - written, auditory, and oral.
Intermediate Computer Literacy.
Demonstrated capability to manage difficult conversations effectively.
Ability to lead and motivate staff, particularly through change.

Skills

People leadership
Knowledge of Telstra’s products, services, and processes
Customer experience delivery
Team motivation
Coaching
Continuous improvement
Workforce/workload management
Stakeholder management
Problem-solving
Communication (written, auditory, oral)
Computer literacy
Managing difficult conversations

Location

Sydney

Work Type

Permanent
Onsite
Overnight

Experience Level

2 years minimum on the job experience
Team Management experience

Benefits

16 weeks paid parental leave for primary and secondary carers.
Professional development program.
Free Telstra mobile phone plan.
Laptop/Device allowance renewed every 2 years.
Purchased Annual Leave scheme.
Discounted Telstra products and services.

About the Company

An iconic Aussie brand with a global footprint.
Purpose is to build a connected future so everyone can thrive.
Focuses on providing the best experience and delivering the best tech on the best network.
Aims to be the place you want to work, offering a career that grows with you and working with a team powered by human connection that prioritizes wellbeing and choice.
At the forefront of local and global innovation in the digital world.
Building the networks for the future and pushing the boundaries of what’s possible with technology.

Equal Opportunity

We fully embrace flexibility and choice at Telstra and it’s as unique as you. We believe every role can flex in some way and encourage you to work where, when, and how you are most engaged, safe, and productive. Talk to us about how a role could be flexible for you!
We're after the right blend of experience and enthusiasm and look for cultural add, rather than cultural fit. We benefit from the unique gifts and backgrounds of each person in our business and push for diversity of thought in all we do.
When you join our team, you become part of a welcoming and inclusive community where everyone is respected, valued and celebrated. We actively seek individuals from various backgrounds, ethnicities, genders and abilities because we know that diversity not only strengthens our team but also enriches our work. We have zero tolerance for harassment of any kind, and we prioritise creating a workplace culture where everyone is safe and can thrive.
We work flexibly at Telstra. Talk to us about what flexibility means to you. When you apply, you can share your pronouns and / or any reasonable adjustments needed to take part equitably during the recruitment process.