Customer Service and Support Team Leader

**Employment Type**:Permanent

**Closing Date**:4 Feb 2025 11:59pm

**Job Title**:Customer Service and Support Team Leader

**Job Summary**

**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**

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
- 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
- Demonstrated ability to manage and resolve complex/difficult/sensitive situations.
- 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._