Customer Service and Support Team Leader

📌 Core Information

🔹 Job Title: Customer Service and Support Team Leader

🔹 Company: Telstra

🔹 Location: Melbourne, Victoria, Australia

🔹 Job Type: On-site

🔹 Category: 📞 Customer Service

🔹 Date Posted: Mon Mar 31 2025

🔹 Experience Level: 2-5 years

🔹 Remote Status: On-site

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Leading and coaching a team of contact centre consultants in the Emergency Service Answer Point Centre.
• Embedding a culture of high-quality customer service through right-first-time practices.
• Identifying and managing constraints that hinder performance to meet regulatory standards.
• Promoting the Telstra brand and continuous improvement within the team.

ASSUMPTION: The role requires overnight shifts, focusing on emergency service interactions, which are crucial for both operational integrity and community safety.

📋 Key Responsibilities

✅ Provide regular reports/feedback on workload and resources.

✅ Maintain workforce/workload management plans in coordination with scheduling.

✅ Monitor and improve system performance.

✅ Resolve escalated customer issues using standard procedures.

✅ Identify and nurture talent for succession planning.

✅ Coach consultants to meet customer-focused and compliant outcomes.

✅ Ensure flexible coverage of shifts to meet business needs.

ASSUMPTION: Responsibilities include managing both operational and escalated issues to maintain consistent service level compliance.

🎯 Required Qualifications

Education: Not specified

Experience: Significant on-job experience with team management skills.

Required Skills:

• Team Management
• Excellent Communication Skills
• Coaching and Performance Management

Preferred Skills:

• Change Leadership
• Conflict Resolution

ASSUMPTION: Candidates are expected to possess a mix of communication, management, and problem-solving skills suitable for a leadership role in a customer service environment.

💰 Compensation & Benefits

Salary Range: Not specified; typically aligned with the industry standards for Melbourne-based customer service leadership positions.

Benefits:

• 16 weeks paid parental leave
• Professional development programs
• Free Telstra mobile phone plan

Working Hours: 40 hours per week; includes overnight shifts with potential flexibility.

ASSUMPTION: Benefits are structured to provide comprehensive support for career development and personal wellbeing.

📌 Applicant Insights

🔍 Company Context

Industry: Telecommunications, providing essential connectivity and infrastructure services globally.

Company Size: 1,001-5,000 employees; enabling robust support systems and developmental opportunities for staff.

Founded: Not specified; known for a strong reputation in telecommunications innovation.

Company Description:

• Specializes in national telecommunications infrastructure.
• Extensive asset portfolio including fibre optics and network facilities.
• Strategic focus on connecting and supporting Australia's networks and beyond.

Company Specialties:

• Infrastructure management
• Telecommunication services
• Network expansion

Company Website: https://infraco.telstra.com.au/

ASSUMPTION: The company's focus on infrastructure indicates a stable work environment with growth potential in telecommunications support roles.

📊 Role Analysis

Career Level: Intermediate to Senior, with opportunities for leadership and coaching positions.

Reporting Structure: Likely reports to a senior manager within the customer service hierarchy.

Work Arrangement: On-site, primarily overnight, within a structured coaching environment.

Growth Opportunities:

• Advancement within customer service leadership roles.
• Enhanced coaching and team development skills.
• Involvement in process improvements and change management initiatives.

ASSUMPTION: The role supports career progression with potential moves into senior leadership or specialized areas within Telstra.

🌍 Location & Work Environment

Office Type: Modern office facilities conducive to team collaboration.

Office Location(s): Melbourne, Victoria, providing a central and accessible workplace.

Geographic Context:

• Situated in a vibrant city with strong transport links.
• Access to a dynamic metropolitan lifestyle with diverse cultural experiences.
• Professional opportunities in a leading Australian economic hub.

Work Schedule: Flexible shifts with a focus on overnight coverage to support 24/7 operations.

ASSUMPTION: The Melbourne location indicates access to a diverse talent pool and engagement with a tech-savvy customer base.

💼 Interview & Application Insights

Typical Process:

• Initial application submission through Telstra's career portal.
• Assessment of qualifications and skills alignment.
• Interviews focusing on leadership and customer service scenarios.

Key Assessment Areas:

• Team management expertise
• Problem-solving and decision-making capabilities
• Adaptability to overnight and flexible work hours

Application Tips:

• Highlight relevant experience in customer service leadership.
• Provide examples of successful team management initiatives.
• Demonstrate understanding of Telstra's products and services.

ATS Keywords: Customer Service, Team Leader, Coaching, Problem Solving, Telecommunications

ASSUMPTION: Knowledge of Telstra's services and prior leadership experience are prioritized during the application process.

🛠️ Tools & Technologies

• Customer Relationship Management (CRM) systems
• Workforce management tools
• Telecommunication service platforms

ASSUMPTION: Familiarity with CRM and workforce management systems will be beneficial for operational efficiency in this role.

👔 Cultural Fit Considerations

Company Values:

• Commitment to customer satisfaction
• Innovation and improvement
• Diversity and inclusion

Work Style:

• Collaborative team engagement
• Proactive problem-solving and decision-making
• Emphasis on continuous learning and adaptation

Self-Assessment Questions:

• How do you prioritize tasks and manage time in a fast-paced environment?
• Can you provide examples of successful change management?
• How do you handle escalations and customer complaints effectively?

ASSUMPTION: The company values emphasize the importance of adaptability and customer focus, making cultural fit crucial.

⚠️ Potential Challenges

• Managing team performance under pressure
• Adapting to changing regulatory standards
• Maintaining service quality during overnight shifts
• Balancing workload with workforce availability

ASSUMPTION: The challenges primarily relate to operational management and ensuring compliance while maintaining quality standards in a high-demand environment.

📈 Similar Roles Comparison

• Typically requires significant team management experience
• Involves similar customer service oversight and coaching responsibilities
• May offer varied benefits and work schedule flexibility based on organizational policies

ASSUMPTION: Similar roles emphasize team and customer service management capabilities and adapting to fast-paced environments.

📝 Sample Projects

• Implementing new customer service protocols to improve response times
• Developing training programs to enhance team performance
• Overseeing technology upgrades in service delivery channels

ASSUMPTION: Projects are likely oriented towards operational improvement and workforce development to align with Telstra's strategic goals.

❓ Key Questions to Ask During Interview

• What are the primary expectations from a team leader during emergency response operations?
• How does Telstra support continuous learning and development for its employees?
• What metrics are used to evaluate team performance?
• Can you describe the typical challenges faced on a daily basis?
• What systems are in place to support staff wellbeing and work-life balance?

ASSUMPTION: Interviews will explore adaptability, problem-solving, and performance management skills due to the role’s focus on operational excellence and customer interaction.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link (URL to be provided by company)
• Prepare for potential behavioral and situational interviews.
• Demonstrate your understanding of Telstra’s values and customer service excellence.
• Engage with Telstra’s recruitment team for any specific requirements regarding shifts or flexibility needs.
• Remain proactive in following up post-application to express interest and commitment.

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.

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