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Customer Service and Relationship Manager
1 month ago
We are seeking an experienced Customer Service and Relationship Manager to lead our First Nations Connect Hotline team based in Darwin. The successful candidate will be responsible for coaching and developing a team of contact centre consultants to improve customer service outcomes.
The primary purpose of this role is to empower the team to engage with customers, identify opportunities for process improvement, and deliver exceptional service experiences using the Telstra Branded Experience.
Key Responsibilities- Team Leadership: Coach front line team members to understand their role in contributing to the T25 Strategy and improve customer experiences.
- Process Improvement: Empower the team to identify opportunities for process improvement that impact customers and help break down barriers for implementation.
- Agile Team Culture: 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.
- Customer Care: Reinforce how we care for our customers by respecting privacy, providing accessibility to services, and support for vulnerable circumstances.
- Talent Development: Identify, nurture, and source talent through active participation in succession planning activities.
- Stakeholder Management: Manage stakeholders to remove roadblocks and work collaboratively with other areas of the business.
To be successful in this role, you will need:
- Proven Experience: Proven experience managing a team, with the ability to coach, mentor, and provide support both professionally and personally.
- Contact Centre/Customer Facing Experience: Contact centre/customer-facing experience is essential.
- Diverse Communities: Experience working with geographically diverse range of Aboriginal and Torres Strait Islander communities, including metropolitan, regional, and remote communities.
- Cultural Knowledge: A strong knowledge of Aboriginal & Torres Strait Islander culture and society, and understanding of historical and contemporary issues relating to First Nations peoples.
- Problem-Solving: Ability to solve problems of moderate complexity.
- Travel: Ability to travel to remote communities for up to a week when required.
- Business Acumen: Significant on-the-job experience plus some specialised vocational skills (including Team Management).
- Communication: Excellent communication skills – written, auditory, and oral.
- Leadership: Ability to coach, inspire, and develop teams.
We offer a competitive salary package, including:
- Salary: $110,000 - $140,000 per annum, depending on experience.
- Benefits: Flexible working arrangements, paid parental leave, unlimited learning opportunities, and more.
