Customer Sales and Service Lead

  • Job Number: JR-10031532
  • Employment Type: Permanent Full Time
  • Location: NT: Darwin
  • Opening date: 13/01/2021 12:00 AM AEST
  • Closing date: 20/01/2021 11:59 PM AEST
  • Applications close in: 4 days time

With our customers at the heart of everything we do, we’re designing innovative solutions to deliver better ways for everyone to connect, share and thrive. And that’s where our people come in, by collaborating to make great things happen.

Our Consumer & Small Business team

Our team span from creatives, strategists, production, and subject matter experts who work on some of the most exciting projects our business can offer. You could transform the way a function operates or how our people engage with our customers. Maybe you’re helping to design revolutionary self-service eCommerce platform but one thing’s for sure, wherever you’re based, you’ll add to projects that transform peoples’ lives and do work that improves the customer experience.

The role with us

As the Customer Sales and Service Lead, you'll lead, motivate, develop and coach a team of contact centre consultants to improve team performance and contribute to the achievement of agreed customer service outcomes to Telstra’s Indigenous and vulnerable customers. Coach team members to leverage the Telstra Branded Experience to engage in service to sales conversations, truly understanding and meeting the needs of our customers.

Empower the team to be self-managing, identifying customer pain points, looking for productivity opportunities and helping to remove blockers for the team by solving them.

Engage other teams, resources and stakeholders to help your team achieve its goals.  This role will deliver over the phone support in addition to face to face regional and remote customer and community visits as required.

Key responsibilities

  • Empower our frontline team to identify opportunities around process improvement that have impact on the customer and help break down barriers for the team to implement these. 
  • Manage stakeholders to remove roadblocks and work collaboratively with other areas of the business.
  • Coach front line team members to understand how their role can contribute to the T22 Strategy, and how they can improve the experiences they provide to customers using the Telstra Branded Experience.
  • 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.

Your capabilities & experience

To be successful in the role, you'll..

  • Identify and resolve customer issues in a timely manner. Takes personal responsibility to deliver customer satisfaction and seeks feedback to improve service delivery.
  • Contact centre / Customer facing experience preferable.
  • Excellent communication skills - written, auditory and oral.
  • Ability to coach, inspire and develop their teams
  • Demonstrated ability to manage and resolve complex/difficult/sensitive situations. 
  • Experience working with a geographically diverse range of Indigenous communities, including metropolitan, regional and remote communities.
  • A strong knowledge of Aboriginal & Torres Strait Islander culture and society and an understanding of historical and contemporary issues relating to Indigenous peoples.
  • Experience and expertise in engaging effectively with Aboriginal & Torres Strait Islander peoples.
  • Ability to travel to remote communities for up to a week.

High Desirable:    

  • Previous experience in a sales and service environment, Contact centre, Retail store or Telemarketing complex administration.
  • Using performance management daily to achieve a committed achievement-oriented culture.
  • Understanding of the products, services and the application within the customer base (preferable not essential).

It’s no secret we expect a lot from you. But like any good relationship, we give a lot back. Like a commitment to work-life balance and flexible work options available to every role. And, for what you’ll probably appreciate the most is the amazingly diverse and talented group of colleagues you'll work with to achieve great things.

Sounds like you? Come join us!

If you can help us add a positive impact to every Telstra customer’s experience, enjoy collaborating with different people and can handle challenge in any form, we want to hear from you!

Apply Now
  • Job Number: JR-10031532
  • Employment Type: Permanent Full Time
  • Location: NT: Darwin
  • Opening date: 13/01/2021 12:00 AM AEST
  • Closing date: 20/01/2021 11:59 PM AEST
  • Applications close in: 4 days time