• Job Description

  Req#: JR-10109092

  Employment Type

  Permanent

  Closing Date

  29 Nov 2023 11:59pm

  Job Title

  Customer Service and Support Team Leader

  Job Summary

  Job Description

  Telstra has an exciting opportunity available for an experienced Team Leader to join our Emergency Services Answer Point team.

  As a team leader, you will be the contact point for all team members, so your communication skills should be excellent. You should also be able to act proactively ensure smooth team operations and effective collaboration. Your role is to lead, motivate, develop and coach a team of contact centre consultants in the Emergency Service Answer Point Centre in Victoria.

  You will coach your team members to get it Right First Time and to embed a culture of customer service quality and compliance with every interaction.

  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.

  The successful candidate will possess advanced computer literacy skills, be a quick learner, high resilience skill set and have a “Can Do Attitude”. Experience in leading is highly desirable.

  Here’s what you can expect from us:

  • 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 all 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 towards degrees and Masters programs.

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

  • Extra perks. Receive 30% off Telstra products and services, plus unlock exclusive discounts from over 240 brands and partners.

  Key Responsibilities

  • 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 focused 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 on a 24/7 availability.

  • 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 judgement to best achieve the business objectives.

  • Excellent communication skills - written, auditory and oral with 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.

  • Successful candidate must be open to work onsite in 160 Peel St Windsor.

  This role requires the successful candidate to be vaccinated against Covid-19, to ensure the safety and wellbeing of our people and customers. However, please speak to us if you have any questions about this based on your specific circumstances.

  The role is 100% working from the office there is no capacity to perform this role working from home.

  Upon submitting your application within 3 hours you will receive a Video Interview and Assessment email from our partner, HireVue. We are unable to progress with your application without your completed HireVue Video Interview, so please complete this as soon as possible.

• About the company

  Telstra Corporation Limited is an Australian telecommunications company which builds and operates telecommunications networks and markets voice, mobile, internet access, pay television and other products and services.

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