Lead Customer Experience and Service Manager

7 days ago

North Melbourne, Victoria, Australia Telstra Full time
Job Title

Customer Sales and Service Lead

Job Description

Telstra is seeking a talented Customer Sales and Service Lead to join our team. As a key player in our First Nations Connect Hotline team, you will play a vital role in delivering exceptional customer service to our First Nations and remote customers.

You will be responsible for leading, motivating, and developing a team of contact centre consultants to improve team performance and contribute to the achievement of agreed customer service outcomes.

This role will require you to 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.

You will also be responsible for empowering 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.

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.

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.

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