Customer Sales and Service Lead

Employment Type

Closing Date

Job Title

Job Summary

Job Description

At Telstra, our purpose is to build a connected future so everyone can thrive. It's a future that won't happen on its own, it has to be delivered — and only Telstra can bring together all the parts to create it. And, this is where YOU come in, by playing your part in help our customers connect: faster, better and smarter.

Telstra’s First Nations Connect Hotline team is currently based in Darwin and is staffed solely by First Nations Australians. We are here to provide culturally appropriate support to Telstra’s First Nations customers with a key focus on assisting all customers who live in remote Australia.

We listen and understand the needs of our customers and work to deliver a tailored exceptional customer service. We understand how important it is for our customers to be heard and seen especially our remote First Nations customers.

Identified Position: Applications open to Aboriginal and/or Torres Strait Islanders only

Make a Difference

As part of Consumer & Small Business, your mission will be to make the complex simple so our customers can focus on the more important things in life.

This is an expanding and high-performing team, which will provide you with ample opportunities to develop and grow your career. We're passionate about impact, we challenge the status quo and have fun in the everyday.

Here’s what you can expect from us

• Flexible working. Wherever you live, choose where, when, and how you work so you can be at your best.

• There when life happens. From Gender Affirmation Leave to Telstra’s Additional Leave Day, we give you time to spend away from work when you need it most.

• Pay for performance. We recognise outstanding contributions through our generous incentive programs.

• Parental Leave. A gender-equal policy for parents so you can choose how and when you take your leave (16 weeks full pay or 32 weeks half pay). Receive superannuation contributions on paid and unpaid parental leave.

• Unlimited learning. Level up your credentials with access to 17,000 learning programs. Learn ‘on the job’ and achieve university credits toward degrees and Master's programs.

• Global presence. With a global presence across 22 countries,  there are many opportunities to work where we do business.

• Extra perks. Receive 25% off Telstra products and services, plus unlock exclusive discounts from over 240 brands and partners.

The role with us

The primary purpose of this role is to lead, motivate, develop and coach a team of contact centre consultants to improve team performance and contribute to the achievement of agreed customer service outcomes to Telstra’s First Nations and remote customers.

Coach team members to leverage the Telstra Branded Experience to engage in service to sales conversations, truly understanding and meeting the needs of our customers.

Empower the team to be self-managing, identifying customer pain points, looking for productivity opportunities and helping to remove blockers for the team by solving them.

Engage other teams, resources and stakeholders to help your team achieve its goals.  This role will deliver over the phone support in addition to face to face regional and remote customer and community visits as required.

Key Responsibilities

• Coach front line team members to understand how their role can contribute to the T25 Strategy, and how they can improve the experiences they provide to customers using the Telstra Branded Experience.

• Empower our frontline team to identify opportunities around process improvement that have impact on the customer and help break down barriers for the team to implement these.

• Build a team culture using agile principles where consultants use the brilliant basics as a foundation to provide personalisation and a First Time Right culture, owning a customer episode E2E and reducing rework.

• Reinforce how we care for our customers by respecting privacy, providing accessibility to services and support for customers who find themselves in vulnerable circumstances.

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

• Manage stakeholders to remove roadblocks and work collaboratively with other areas of the business.

• 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.

• Support our frontline teams to work flexibly at Telstra through different working arrangements where it meets business requirements and we have the capability to support.

To be successful within this role:

• Proven experience managing a team - With the ability to coach, mentor and provide support both at a professional and personal level

• Contact centre / Customer facing experience essential

• Experience working with a geographically diverse range of Aboriginal and Torres Strait Islander communities, including metropolitan, regional and remote communities.

• A strong knowledge of Aboriginal & Torres Strait Islander culture and society and an understanding of historical and contemporary issues relating to First Nations peoples

• Experience and expertise in engaging effectively with Aboriginal & Torres Strait Islander’s

• Solving problems of moderate complexity

• Ability to travel to remote communities for up to a week when and if required

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

• Ability to determine priorities, understand financials, manage operational resources and make sound business judgements to best achieve the customers' requirements.

• Excellent communication skills - written, auditory and oral.

• Ability to coach, inspire and develop their teams

• Manage difficult conversations

• Identified Role - Applications open to Aboriginal and/or Torres Strait Islanders only

If you've got a passion to innovate, succeed as part of a great team, and looking for the next step in your career, we'd welcome you to apply!

We’re committed to building a diverse and inclusive workforce in all its forms. We encourage applicants from diverse gender and linguistic backgrounds and applicants who may be living with a disability. We also offer flexibility in all our roles, to ensure everyone can participate.

To learn more about how we support our people, including accessibility adjustments we can provide you through the recruitment process, visit tel.st/thrive.