Job Summary

As a Customer Service and Support Team Leader you use your excellent people leadership and deep knowledge of Telstra’s products, services and processes to lead your team to deliver great customer experiences via our messaging, SMS, email and voice channels. You and your team promote Telstra products and services and provide a high-quality cost-effective service support to customers, dealing with non-technical product and billing enquiries, recording orders and provisioning related to a range of products and services.

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

Focus of the Role This is an onsite overnight shift based in Melbourne. Your role is to lead, motivate, develop and coach a team of contact centre consultants in the Emergency Service Answer Point Centre.

You will coach your team members to get it Right First Time and to embed a culture of customer service quality with every interaction. Your coaching will also aim to improve team performance through contribution of achievement to agreed standards as set by the Regulator.

You will seek to understand constraints that stop your team delivering on these outcomes and actively manage those barriers to meet core expectations. 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.

What We Offer

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.

What You’ll Do 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

Process escalations (tickets) in a timely manner to ensure compliance metrics are met and community safety is not compromised

Build capability by identifying, nurturing and sourcing talent (active participation in succession planning activities)

Create an environment where people are engaged and can perform at their best

Ensure individuals have development plans in place to address areas of development and plan for career progression

Coach Consultants to deliver a customer focussed and compliant outcome on every call

Create an environment where a consultant feels ok to escalate and ask for help Shifts as determined by WFM in an ongoing rotating roster environment which may, at times, require flexibility to change shifts to meet business needs

Enough about us, let's talk about you. To hit the ground running we are looking for individuals who can confidently demonstrate the following:

Significant on the job experience + 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

Ability to present self as the supporter and promoter of the Business Units strategy, values and policies