Customer Service and Support Team Leader

Employment Type

Permanent

Closing Date

23 May 2025 11:59pm

Job Title

Customer Service and Support Team Leader

Job Summary

As a Customer Service and Support Team Leader you use your excellent people leadership and deep knowledge of Telstra’s products, services and processes to lead your team to deliver great customer experiences via our messaging, SMS, email and voice channels. You and your team promote Telstra products and services and provide a high-quality cost-effective service support to customers, dealing with non-technical product and billing enquiries, recording orders and provisioning related to a range of products and services.

Job Description

Responsibilities:

You'll bring the purpose of your role to life by delivering against the following responsibilities via real-time chat, asynchronous messaging and phone calls:
• Lead a team who provides all types of customer support (sales, faults, simplex complaints and service) where applicable across all retail customers, across all channels.
• Coach and develop team members to successfully deliver digital service channel responses that accurately and efficiently process customer requests and inquiries (sales, provisioning, activations, faults, or billing) in alignment with guidance tools, scripts, service standards and targets.
• Resolve escalated customer issues and complaints through the application of known solutions, standard procedures and delegations
• Collaborate with stakeholders to remove roadblocks and use your knowledge of Telstra processes to effectively handover customer enquiries/issues to the appropriate area when necessary.
• Build strong, trusting relationships within the team to enable a high performing team culture aligned to living our values.
• Provide clarity on performance, behavioural goals and expectations to your team to ensure that they can deliver against customer experience, volume and quality targets.
• Actively maintain a talent pipeline for the chapter to ensure that workforce strategy objectives are achieved.
• Manage resource allocation in collaboration with scheduling area, including recruitment and/or selection, to ensure capability required is available to meet customer commitments and other work requirements
• Actively coach team to promote and sell Telstra products/services as a-part of recommending alternative products or services to resolve an issue or in alignment with agreed cross selling and upselling processes and targets.
• Lead the team to meet prescribed customer service messaging standards and performance objectives by them following documented processes captured in work instructions/forums to solve the issue.
• Ensure customer information is maintained to required standards and all system-generated reports are actioned as required
• Work effectively across diverse cultures by demonstrating awareness and adapting flexibly across interactions with our culturally diverse team members and customers.
• Provide clarity to team members on current and future capability requirements to enable them to own and drive their development so they can continually grow and add value in different ways.
• Use timely feedback conversations to inspire team member performance and the achievement of challenging goals
• Provide regular data driven input into business plan, goals and measures to improve efficiency, effectiveness and customer satisfaction.
• Identify opportunities to innovate and create new business operations practices/approaches to improve efficiency and effectiveness.

You’re available to support our customers 24/7, so you will need to be able to work on a rotating roster including scheduled days off.

The role will be 100% work from office with some capability to work from home considered in the future.

Skills:

·       Active Listening

·       Analytical Thinking

·       Business Writing

·       Coaching

·       Collaboration

·       Creativity

·       Detail-Oriented

·       Develop planning

·       Mentorship

·       Negotiation

·       Performance Management (PM)

·       Problem Solving

·       Process Improvement

·       Resource Planning

·       Team Development