About the role:

There's no other communications company in Australia that has the range of opportunities on offer like at Telstra! We are a company that shapes the world of tomorrow through technology, join the team and further your career in more ways than you can imagine.

We're working hard to become a world-class technology and service organisation and are looking for a driven Customer Service Consultant to join our Defence Billing operations team.

In this role your primary objective is to contribute to the retention and growth of customers in defined segment by providing the key interface within Telstra and ensure effective service delivery to customers; meantime deliver a high level of customer service and promote customer advocacy by taking ownership of customer issues and requests.

Your key responsibilities and major tasks include, but not limited to:

• Process complex customer requests/orders by the accurate entry of customer order information into multiple core and non-core systems.
• Resolve outstanding issues to the customer’s satisfaction through detailed analysis of customer data including Billing and in accordance with national standards and procedures.
• Resolve escalated customer calls in accordance with national standards.
• Minimise revenue loss through application and adherence of national process and procedures.
• Resolve complex inquiries through the analysis of complex customer accounts and make the necessary adjustments, in accordance with prescribed national procedures and/or customer processes.
• Be able to work as part of a team and/or as an individual.
• Monitor internal service request and escalate where appropriate
• Provide regular feedback to customers on outstanding issues
• Co-ordinate with other Telstra work areas and 3rd Party Suppliers to ensure customer billing requirements are met in an efficient and effective manner.
• Provide adhoc customer training and User Support as required.
• Provide MBRS services.

What we looking for:

To be successful in this role, you will have the following experience and qualifications:

• Competent level of ability in Microsoft Office Product Suite.
• Competent level of ability in the operation of computer based systems (but not limited to) MICA, MAXIM & FLEXCAB, ABRS, MBRS)
• Ability to work efficiently and proactively in a small team
• Demonstrated problem solving and analytic skills are essential
• High level verbal and written communication skills with a strong focus on delivering top level customer service
• Due to the nature of the role, successful candidate must have a current Baseline Level Security Clearance, with ability to hold and maintain such clearance

In return for all your hard work within this role, you will be given exposure to a wide variety of career pathways within Telstra, with plenty of scope for learning and development. If this role fits with your career goals and experience, click apply now!

Benefits and Career Path:

Working for the most successful Telco Company in Australia also brings with it some great benefits, including: Working with the top IT Specialists in the APAC Region who provide support and mentoring, Substantial discounts on a range of Telstra products (including FOXTEL), Financial benefits such as Telstra Share Options, Great Salary Packaging Options and discounts on various retail, health and fitness and entertainment areas, Excellent work/life balance that allows you to have an excellent divide of personal needs and work commitments and performance bonuses*. Check out our website for more information and testimonials from our Employees.

We’re committed to building a diverse and inclusive workforce. To enable everyone to participate, we’ve developed an ‘All Roles Flex’ policy to consider flexible ways of working for every role. To learn more, visit https://careers.telstra.com/allrolesflex

At Telstra, we've implemented an IT strategy that employs leading-edge software engineering practices to help deliver a superior customer experience with improved trust and speed of delivery, lower cost, and simplified architecture, systems and processes. 

Our team in Networks & Information Technology extend our network superiority and enable our customers to evolve in a digitally driven world. We always ensure an always-on experience with world-leading technology

As the Software Engineer, you'll be:

• Assisting in developing, deploying, and improving specific software application elements technologies and their interaction with Telstra processes and systems to deliver products and services to customer business units
• Assisting in the translation of business requirements to deliver software applications into realisable products, services, or systems in a timely, high quality and cost effective way to ensure the operational capability to deliver reliable custom
• Assessing capability of vendor solutions and offerings to meet business requirements and manage vendor technology delivery.
• Ensuring technology solutions are integrated with Telstra’s activation, assurance and billing processes and systems, and meet operational requirements.
• Developing build, test and deployment automation
• Researching and development of potential new technologies
  
  

To be successful in the role, you'll have:

• Demonstrated IT experience which includes hands on experience in Big Data Analytics and Development.
• Demonstrated experience in designing and developing applications in Spark using Scala to perform Data Transform and Persistence to Hadoop data stores like HIVE, HBASE, Elastic Search
• Familiarity with the tools in Hadoop Ecosystem including Hive, HDFS, MapReduce,Spark, Kafka, Yarn, Oozie, and Zookeeper.
• Have strong verbal and written skills.
• Ability to work under pressure to deliver to near-term deadlines.
• Ability to work in a matrix organisation, taking direction from both line and project management.
• Self-starter, able to get up to speed quickly and work independently.
• Hold tertiary qualifications in relevant field

A job at Telstra is like no other you've had. You'll be challenged, you’ll be inspired and you'll be proud. Because whatever your job is here, you'll always be part of something bigger.

Interested? Apply Now!

If this role sounds like you, then we would love to hear from you to discuss this great opportunity

We’re committed to building a diverse and inclusive workforce. To enable everyone to participate, we’ve developed an ‘All Roles Flex’ policy to consider flexible ways of working for every role. To learn more, visit our Telstra Careers Website: tel.st/allrolesflex

Key Accountabilities

• Assist customers to understand, use and resolve issues relating to our products and services
• Sell products and services that effectively meet customer needs
• Gain support and agreement negotiating an acceptable outcome or solution that balances the interests and needs of stakeholders and Telstra’s enterprise values
• Execute a strong negotiation technique and influence confidently to close opportunities
• Demonstrate cultural awareness through listening and adapting flexibly across interactions with our culturally diverse team members and customers
• Take reasonable care for your own safety and the safety of others, comply with and implement any reasonable Telstra HSE instruction, policy, standard, minimum requirement or procedure, and support Telstra to meet its duties under the relevant safety and environmental legislation.

Demonstrates strong sense of ownership of issues/orders presented and to manage end to end delivery within designated timeframes.Be naturally inquisitive and resilient with an ability to articulate, listen and communicate effectively identify customer needs along with providing customers with solutions to solve their concerns.

Comply with established sales practices and procedures and legislative requirements

Relevant Metrics against which performance will be assessed (measure of success):

• Exceed customer experience metrics through value creation for our customers
• Exceeding KPIs (e.g. Productivity, Operational overheads, Resolution, Cycle Time) delivering on productivity and quality expectations

Qualifications/experiences

Key Experience required

• Experience in Customer Service roles (at least 3 years prior experience)
• Experience in Inbound/Outbound Sales (at least 3 years prior experience)
• Experience in a target driven environment (at least 3 years prior experience)

We’re committed to building a diverse and inclusive workforce. To enable everyone to participate, we’ve developed an ‘All Roles Flex’ policy to consider flexible ways of working for every role. To learn more, visit tel.st/allrolesflex

What will you bring?

• Strong training background with experience in leadership roles, in a contact centre environment
• Extensive experience collaborating with a complex and multi-tiered stakeholder group to realise commercial outcomes.
• Extensive knowledge and experience with agent tools and other back-of-house tools.
• Experience working within a customer-focussed team
• People leadership; experience in managing delivery teams.

How you will be measured?

We are all measured on the same three things:

• Customer growth (active services)
• Customer satisfaction (churn)
• Profitability (EBITDA)

Interactions and behaviours

• Challenges the norm
• Approaches solutions with an open mind
• Human-Centred Design driven
• Loves getting involved in other domains and supporting them with good insights
• Communicate, communicate, communicate!  The good, the bad and the ugly.  Always give it and receive it with the best intent of getting the right outcome for our customers, employees & partners.
• Never walk past a problem – be it a code error, a fire hazard or a messy kitchen – raise it, fix it, own it, and encourage your colleagues to do the same.

Critical competencies:

• Tertiary qualification in Psychology or business-related discipline or similar
• In-depth knowledge and practical experience in learning & development programs
• Practical experience in Human-Centred design methods
• Excellent written and verbal communication, problem solving and time management skills
• Strong interpersonal and consultative skills
• Strong facilitation skills
• Strong influencing skills

If this role sounds like you Apply Now, we would love to hear from you.

We’re committed to building a diverse and inclusive workforce. To enable everyone to participate, we’ve developed an ‘All Roles Flex’ policy to consider flexible ways of working for every role. To learn more, visit our Telstra Careers Website: tel.st/allrolesflex

Telstra’s ambition is to become a world-class technology company that empowers people to connect. To do so, we must significantly and quickly, shift our capability, while continuing to lower the cost to serve our customers. 

As a Senior Business Strategy Specialist you will play an integral role on organic and inorganic corporate development activities to create shareholder value and thereby assist in the achievement of Telstra’s growth targets and capital efficiency goals.

You will adopt a project based role in the conversion of strategic organisational goals to executable transactions, including the execution of acquisitions, divestments and corporate development activities. Assisting to ensure that the rationale, strategy, risks, valuation and financial impact associated with the opportunities are fully considered and developed with a high degree of rigour and commerciality

Key Responsibilities

• Affiliated within the BU to develop, analyse and support the strategic roadmaps in concert with the line of business corporate plan
• Adopt a support role in the leadership and  conversion of strategic organisational goals to execute transaction, including the management of acquisitions, divestment and corporate development activities
• Work with Telstra’s lines of business teams to analyse and support transactions with favourable terms for Telstra.
• Conduct and prepare post implementation reviews to measure the actual shareholder value creation versus plan and to improve Telstra’s approach to acquisition and alliance in assigned portfolio.
• Investigate opportunities to refine Telstra’s acquisition and alliance capability in relation to set line of business.
• Develop effective relationships with peer groups and key stakeholders across Telstra and work closely alongside the M&A Team to ensure due diligence processes associated to activities are completed
• Investigate opportunities for acquisition and alliance opportunities through a broad external and internal network.
• Ensure the acquisition and alliance and integration strategies are practical.
• Maintain and influence a holistic view of line of business related acquisition and alliance strategy in the context of the broader Telstra M&A activity and LOB growth target and to coordinate acquisition and alliance related work efforts across the company.
• Provide a rigorous commercial and financial framework for evaluating alternative strategies for the Telstra Group and business units

A bit about you

• Demonstrated experience in a M&A and/or consulting environment
• Strong business partnering skills and the ability to engage and influence stakeholders
• Tertiary education in business, finance or related discipline
• Strong analytical skills
• Commercial acumen
• Excellent interpersonal and influencing skills

Sounds like you?

This is fantastic opportunity for someone to work as part of a close knit group where they can influence and contribute to an ever changing environment. If you enjoy working in a collaborative team who are supportive – this could be the perfect role for you!

So what are you waiting for? It's time to connect to a future created by you.

We’re committed to building a diverse and inclusive workforce. To enable everyone to participate, we’ve developed an ‘All Roles Flex’ policy to consider flexible ways of working for every role. To learn more, visit tel.st/allrolesflex

About the role:

There’s no other communications company in Australia that has the range of opportunities on offer like at Telstra! We are a company that shapes the world of tomorrow through technology, join the team and further your career in more ways than you can imagine.

Telstra is currently evolving through a $3billion transformation. However our support for key Government clients remains critical to our future success. The Government Assurance Team provides 24x7 support to Federal Government customers that are utilising a range of Telstra products and services including Managed Data Networks.

In the role of Network Automation Specialist, you will be providing complex technical service, solutions and support to the networks, infrastructure, and products and services supplied and operated by Telstra. You will be heavily involved in Complex Fault Investigation, Project participation and operational improvement through Network Automation. Additionally, this role will provide technical leadership for Telstra Stakeholders; undertake day to day operational tasks, network audits, network activity reviews and proactive maintenance tasks.

Your key responsibilities and major tasks include, but not limited to:

• Perform or participate in complex, specialised technical investigations to determine/confirm system and design standards and performance parameters for the networks, infrastructure, products and services supplied and operated by Telstra
• Deliver and/or develop technical training, updates & or briefings to staff to ensure understanding of process & procedures and automation opportunities
• Diagnose and restore complex issues with the networks, infrastructure, products and services supplied and operated by Telstra
• Prepare process documentation to describe how networks, infrastructure, products and services operate.
• Provide input into and maintain technical documentation.

To be successful in this role, you will have the following experience/qualifications/attributes:

• Expert level certification in Cisco AND including either, Juniper and/or F5 products.  (CCNA or CCIE ; JNCIA-Junos and/or JNCIS-FWV; F5-CA Certification )
• At least 5 years of experience in a technical support environment working with Cisco, Juniper, F5  Routing/Switching and Firewall products
• In depth understanding of data communications including, but not limited to, routing, switching.
• Server Load Balancing experience, including configuration and operational support in particular F5
• Working knowledge of scripting languages (e.g. Python, Ansible, Pearl, Java etc.)
• Business intelligence background working with Tableau, Splunk etc.
• Due to the nature of the work, successful applicants MUST be Australian Citizens with a current active Negative Vetting (NV1) security clearance.

In return for all your hard work within this role, you will be given exposure to a wide variety of career pathways within Telstra, with plenty of scope for learning and development. If this role fits with your career goals and experience, click apply now!

Benefits and Career Path:

Working for the most successful Telco Company in Australia also brings with it some great benefits, including: Working with the top IT Specialists in the APAC Region who provide support and mentoring, Substantial discounts on a range of Telstra products (including FOXTEL), Financial benefits such as Telstra Share Options, Great Salary Packaging Options and discounts on various retail, health and fitness and entertainment areas, Excellent work/life balance that allows you to have an excellent divide of personal needs and work commitments and performance bonuses*. Check out our website for more information and testimonials from our Employees.

We’re committed to building a diverse and inclusive workforce. To enable everyone to participate, we’ve developed an ‘All Roles Flex’ policy to consider flexible ways of working for every role. To learn more, visit https://careers.telstra.com/allrolesflex

About the role:

There’s no other communications company in Australia that has the range of opportunities on offer like at Telstra! We are a company that shapes the world of tomorrow through technology, join the team and further your career in more ways than you can imagine.

Telstra is currently evolving through a $3billion transformation. However our support for key Government clients remains critical to our future success. The Government Assurance Team provides 24x7 support to Federal Government customers that are utilising a range of Telstra products and services including Managed Data Networks.

In the role of Storage Administrator, you will be providing technical support for the various Storage platforms enabling Telstra to deliver secure network and end user services to the Proactive Secure Managed Data Network (PSMDN) Customers. You will support IT Storage infrastructure operations critical to the successful delivery of Telstra programs, projects and services on behalf of PSMDN and the underlying management platform.

Your key responsibilities and major tasks include, but not limited to:

• Manage, maintain and improve IT Storage infrastructure systems and the services delivered to PSMDN Customers, using ITIL processes to provide optimum availability and performance.
• Manage and maintain the security of the platform.
• Maintain effective technical relationships, collaborate and share information with internal and external stakeholders (see Key Relationships below), to deliver operational effectiveness.
• Comply with operational policies, procedures and ITSM processes (particularly Incident, Change, Problem, Continuous Service Improvement (CSI) and Configuration Management).
• Monitor, analyse and manage data centre system and service health, technical performance and resource utilisation (capacity).
• Manage incidents to maintain system security, availability, and performance.
• Perform and/or support testing and manage changes at least risk to platform security, availability and performance.

To be successful in this role, you will have the following experience/qualifications/attributes:

• Qualification and proven experience managing and administering at least one, preferably two, of the following technologies in a data centre environment:

  • Microsoft Windows Server, Microsoft SCCM, AD, DNS & DHCP
  • Redhat Linux
  • Commvault Backup and Recovery technologies
  • Dell EMC Unity Storage
  • EMC VNX Storage Array
• Ability to competently communicate, collaborate and coordinate with other technical staff responsible for Data Centre system administration
• Due to the nature of the work, successful applicants MUST be Australian Citizens with a current active Negative Vetting (NV1) security clearance.

In return for all your hard work within this role, you will be given exposure to a wide variety of career pathways within Telstra, with plenty of scope for learning and development. If this role fits with your career goals and experience, click apply now!

Benefits and Career Path:

Working for the most successful Telco Company in Australia also brings with it some great benefits, including: Working with the top IT Specialists in the APAC Region who provide support and mentoring, Substantial discounts on a range of Telstra products (including FOXTEL), Financial benefits such as Telstra Share Options, Great Salary Packaging Options and discounts on various retail, health and fitness and entertainment areas, Excellent work/life balance that allows you to have an excellent divide of personal needs and work commitments and performance bonuses*. Check out our website for more information and testimonials from our Employees.

We’re committed to building a diverse and inclusive workforce. To enable everyone to participate, we’ve developed an ‘All Roles Flex’ policy to consider flexible ways of working for every role. To learn more, visit https://careers.telstra.com/allrolesflex

Role Purpose

To lead the establishment and management of the Order and Quoting Desk support function to ensure the effective delivery of Enterprise Customer Hub services.

Key Responsibilities

• Manage teams that:

  • provide support for 3rd party supplier quote requests, specific to Sales generated transactions within the Company’s Managed Service & International Connectivity Services
  • create and manage progression of orders, enforce order hygiene, and work with Telstra teams on order remediation to manage DTOWs (Dirty Tickets of Work)
• Work effectively within the defined process & guideline parameters required, to enable an efficient & scalable global team.
• Work closely between Sales, Pricing Teams as input to Commercial Propositions; Suppliers as negotiating optimal 3rd party quote costs to ensure data integrity from quoted to settlement costs and Procurement as an active feedback loop for improving cost base & responsiveness within the Sales cycle.
• Provide Global Support on all requests generated from the Sales team into a specific region and/or supplier and Regional Support on compiling cost inputs into local customized commercial solutions
• Enable the team to operate in an effective manner, tracking a balance between cost book automation with approved 3rd party suppliers from Procurement
• Ensure regular feedback to all stakeholders teams in relation to Salesforce entries, orders, pipeline, supplier costs, quote support performance
• Ensure financial/commercial data integrity is maintained throughout the process
• Establish best practice benchmarks in order management, supplier quoting & tracking within the team
• Lead knowledge management across the business area including process and standard
• Maintain the business area Operating/Engagement Model, updating it as new situations arise

Qualifications/Experience

Essential

• Strong Business & Commercial Acumen
• Excellent verbal and written communication, interpersonal skills
• Sound knowledge and experience in international communication network platforms, products and services
• At least 5-8 years experience in BPO or shared services operations or similar industries with strong operations model
• People management experience, track record of driving high performing teams

Highly Desirable

• 5 to 10 years of work experience in buying in Telcos or Carriers preferred
• Advanced knowledge of Salesforce CRM desired but not required
• Vendor management/procurement experience desired
• Solving complex problems
• Contribution to developing strategy
• Engaging and influencing stakeholders

We’re committed to building a diverse and inclusive workforce. To enable everyone to participate, we’ve developed an ‘All Roles Flex’ policy to consider flexible ways of working for every role. To learn more, visit tel.st/allrolesflex

Role Purpose

To lead the establishment and management of the Pricing Desk support function to ensure the effective delivery of Enterprise Customer Hub services.

Key Responsibilities

• Lead the development and management of the Price Desk operations
• Perform pricing analysis across various opportunities, including complex and major deals where senior expertise is essential
• Review work done by pricing analysts, as needed
• Work effectively within the defined process & guideline parameters required, to enable an efficient & scalable global team.
• Ensure regular feedback to all stakeholders teams in relation to pricing escalations
• Ensure financial/commercial data integrity is maintained throughout the process
• Establish best practice benchmarks in pricing
• Lead knowledge management across the business area including process and standards
• Maintain the business area Operating/Engagement Model, updating it as new situations arise

Qualifications/Experiences

Essential

• Bachelors degree in business / marketing / economics / engineering / analytics
• 10+ years telecommunication or other business environment experience
• Demonstrable experience in a financial / commercial / business analytics role, with advanced financial modelling, analytical and quantitative expertise
• Experience in understanding, interpreting and analysing complex business issues
• Experience in focused market research activities to support business decision making.
• Ability to clearly present complex analytics into clearly articulated outcomes and recommendations
• Understanding International Connectivity and Managed services products within an international environment
• Understand the concepts of customer value, segmentation, targeting and positioning and how they interrelate
• Relationship builder both externally/internally
• High attention to detail
• Well organized and efficient, able to report accurately and meet deadlines

High Desirable

• Solving complex problems
• Contribution to developing strategy
• Engaging and influencing stakeholders
• 4+ years in Pricing experience is desirable
• An international multicultural approach, ability to work in virtual teams

We’re committed to building a diverse and inclusive workforce. To enable everyone to participate, we’ve developed an ‘All Roles Flex’ policy to consider flexible ways of working for every role. To learn more, visit tel.st/allrolesflex

Role Purpose:

Set the direction, strategy and create the culture of the customer service functions and contribute to BU strategic direction.

Key Responsibilities

• Lead the ECH Service Management team in driving the following focus areas:

  • Service Level Management – i.e. ensure service levels are being achieved, incidents and issues are managed to resolution and contracted reporting is provided in a timely manner
  • Service Improvement – i.e. initiate design and implement collaborative service improvement initiatives for operational excellence and performance improvement
  • Trend and Problem Management – i.e. analyze performance trend and engage with problem management to ensure any chronic issue is properly reported and addressed
• Lead the development and management of the Business Plan, Budget & Business Initiatives for the assigned business group.
• Lead knowledge management across the business area including process and standards
• Maintain the business area Operating/Engagement Model, updating it as new situations arise
• Apply the principles of continuous improvement and encourage the business group to do the same
• Facilitate the team in designing action and solutions to improve customer satisfaction

Essential Qualification

• Minimum of 8 years of experience in Service Management with customer facing service or relationship management experience, or equivalent
• People management experience, track record of driving high performing teams
• Strong professional empathy    

High desirable

• Team management
• Selling to larger multinational organizations
• Solving complex problems
• Contribution to developing strategy
• Engaging and influencing stakeholders
• Extensive understanding and knowledge of Telecommunications/IT products and global data services