Customer Service and Support Team Leader

Responsibilities

• ● Employment Type Permanent
• ● Closing Date 3 Sept 2026 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 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
• ● This is an overnight role based onsite in Sydney. We are looking a highly motivated and passionate Customer Service and Support Team Leader to join the Triple Zero Team.
• ● Your role is to lead, motivate, develop and coach a team of contact centre consultants in the Emergency Service Answer Point Centre. 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.
• ● 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
• ● 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
• ● To hit the ground running we are looking for individuals who can confidently demonstrate the following: