Customer Service Team Leader - Digital

Employment Type

Closing Date

Job Title

Job Summary

Job Description

Who We Are

We're Australia's leading telecommunications and technology company. With a global presence in more than 22 countries, we have a strong 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.

Here’s what you can expect from us:

• Performance-related pay

• Access to thousands of learning programs so you can level-up

• Global presence across 22 countries; opportunities to work where we do business.

• Medical insurance coverage for you and your loved ones.

What You’ll Do

Telstra Consumer - Telstra Contact Centres provides customer support to Telstra's customers across a range of channels.

As a Customer Service Team Leader - Digital, you will lead a team responsible for managing customer relationships via messaging, SMS, and voice channels. This role is crucial in delivering high-quality, cost-effective services for non-technical product and billing inquiries, recording orders, and provisioning related to various products and services.

Important note: This role will be working onsite on a 24x7 rotating roster (shifting).

Key Responsibilities:

This is how you will bring the purpose of your role to life:

• Lead a team providing customer support (sales, faults, complaints, and service) across all retail customers and channels.

• Coach and develop team members to deliver digital service responses efficiently in line with guidance tools, scripts, service standards, and targets.

• Resolve escalated customer issues and complaints using standard procedures and delegations.

• Build strong relationships within the team to foster a high-performing team culture aligned with company values.

• Set performance and behavioural goals for the team to meet customer experience, volume, and quality targets.

• Manage resource allocation and ensure the capability required to meet customer commitments.

• Coach the team to promote and sell products/services as part of resolving issues or in alignment with cross-selling and upselling targets.

• Provide clarity on capability requirements to enable team members to drive their development.

• Contribute data-driven input to business plans to improve efficiency, effectiveness, and customer satisfaction.

• Identify opportunities to innovate and create new business practices to improve operations.

About you

Essential Requirements:

• Solid leadership experience in a contact centre or similar environment.

• Broad background in any voice or non-voice contact centre environment.

• Effective time management skills to handle workloads and meet targets.

• A solid understanding of contact centre operations and tools for messaging or voice platforms.

• Familiarity with systems like Workday for onboarding

• Strong skills in coaching, communication, and active listening.

• Ability to analyze data and make informed decisions.

Highly desirable qualification:

• Skills in business writing and creativity for engagement activities.

If you are passionate to succeed as part of a high performing team, we welcome you to apply!

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We encourage applications from people of all abilities and backgrounds - including Aboriginal and Torres Strait Islander peoples, the LGBQTI+ community, linguistically diverse, and people living with disability. When you apply, you can choose to note the pronouns you use and /or any reasonable adjustments needed to take part equitably during the interview process. 
 www.telstra.com.au/careers/diversity-and-inclusion or email us at DisabilityandAccessibility@team.telstra.com noting your preferred method of contact.