Customer Service and Support Team Leader

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Closing Date

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Job Summary

Job Description

Who We Are

We're an iconic Aussie brand with a global footprint. Our purpose is to build a connected future so everyone can thrive. We're all about providing the best experience and delivering the best tech on the best network.

This includes making Telstra the place you want to work. For you, that means a having career that grows with you and working with a team powered by human connection that prioritises wellbeing and choice.

Focus of the Role

This is an overnight role based onsite in Sydney. We are looking for a highly motivated and passionate Customer Service and Support Team Leader to join the Triple Zero Team.

Your role is to lead, motivate, develop and coach a team of contact centre consultants in the Emergency Service Answer Point Centre. As a Change Leader you will create advocates of the Telstra brand and develop our continuous improvement capability by the way in which you act, learn and adjust.

Your key responsibilities and major tasks include, but are not limited to:

• Provide regular reports/feedback on fluctuations in workload/resources to input into business plan, goals, and measures.

• In conjunction with the scheduling area, maintain workforce/workload management plan which ensures the viability of staff to meet customer commitments and other work requirements.

• Monitor and report on systems to improve performance.

• Manage stakeholders within your area to remove roadblocks.

• Resolve escalated customer issues and complaints through the application of standard procedures and delegations.

• Take ownership of and will always keep your commitments.

• Identifying opportunities around process improvement that have impact on the customer/community or business.

• Effectively manage on phone resources to ensure adequate coverage at all times.

• Accurate system recording of all mandatory required operational activities.

To hit the ground running we are looking for individuals who can confidently demonstrate the following:

• Significant on the job experience (2 years minimum) + some specialised vocational skills (including Team Management)

• Proven ability to determine priorities, manage operational activities & resources and make sound business judgements to best achieve the business objectives.

• Excellent communication skills - written, auditory and oral.

• Intermediate Computer Literacy

• Ability to coach, inspire and develop their teams.

• Demonstrated capability to manage difficult conversations effectively.

• Ability to lead and motivate staff particularly through change.

• Experience working in an overnight environment.

Our perks & benefits:

• 16 weeks paid parental leave for primary and secondary carers.

• Professional development program.

• An epic (free) Telstra mobile phone plan.

• Laptop/Device allowance renewed every 2 years.

• Purchased Annual Leave scheme.

• Discounted Telstra products and services.

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!

On the cusp of the next technological transformation in the digital world, Telstra has and continues to be at the forefront of local and global innovation. Come disrupt and lead the industry as we build the networks for the future and push the boundaries of what’s possible with technology.

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.

What are the next steps?
If you’re looking for the platform to evolve and develop your career, we want to hear from you! We’ll provide you with the training to be successful in this role, which will lead you to the opportunity to drive your own success and shape your ongoing career development within this exciting area of our business.

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.