Employment Type
Permanent
Closing Date
1 Oct *******:59pm
Job Title
Customer Service and Support Team Manager
Job Summary
As a Customer Service & Support Team Lead you lead, develop and coach a team of specialised customer contact staff who provide complex service consultancy services.
You use your great leadership skills, deep knowledge of Telstra's products, services and processes and your passion for customers to lead your team to deliver a great customer experience in relation to a broad range of products and services.
Job Description
Our MOB is growing and we are on the lookout for a Team Leader to lead our new Townsville Call Centre Team.
The Role
As the First Nations Team Leader, you will lead an Indigenous team that services our First Nations Customers, based in our in-office Townsville call centre.
You have a passion for supporting MOB and the community, demonstrated through building leadership capability and improving compliance, performance, and operational ways of working in support of our First Nations communities and customers.
You will use your experience and relationships to coach your team to deliver high quality, specialised customer service to Telstra's First Nations and remote customers.
This role is a Telstra Identified First Nations position; To be successful you must identify as a First Nations person.
Please note that this role operates Monday – Friday that may require Over-time with Shift allowances provided.
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 having a career that grows with you and working with a team powered by human connection that prioritises wellbeing and choice.
What We Offer
Additional Telstra day off & cultural leave
Quarterly bonus scheme based on performance and behaviour
Toolkit provided to you (laptop + mobile phone + plan paid for)
30% off Telstra products and services
Access to thousands of learning programs so you can level-up
Performance-related pay




Global presence across 22 countries; opportunities to work where we do business.
Purchased annual leave scheme
What You'll Do
Telstra Consumer - Telstra Contact Centres provides customer support to Telstra's customers across a range of channels.
Key responsibilities
Translate Telstra's strategy into clear, actionable priorities, coaching your team to understand how their individual roles contribute to the strategy, creating a high performing team united by shared goals and objectives.
Identify staff development and education opportunities to create a team that has the skills to perform at their greatest, applying best practice methods to achieve outstanding customer outcomes.
Empower your team to identify and discuss opportunities for improvement and support them to implement their ideas to continuously enhance processes and create exceptional customer experiences.
Identify, nurture and source talent by creating individual development plans and career pathways for team members, taking an active approach to succession planning.
Demonstrate strong passion and effort to understand First Nations cultures, traditions and histories, with sensitivity and respect for cultural protocols and practices when working with First Nations communities.
About You
To be successful in the role, you will have the following skills and experience:
Experience in leading a high-performance team
Experience working with a geographically diverse range of First Nations 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 First Nations people.
Experience and expertise in engaging effectively with Aboriginal & Torres Strait Islander's.
Ability to coach and develop others to apply customer-centric approaches that resolve customer issues and improve the customer experience.




Solving problems of moderate to high complexity.
Highly Desirable:
Previous experience leading a team in a sales and service workplace
Contact centre or Retail leadership experience
Experience with performance coaching and complaint management
Administration experience
Maintaining stakeholder relationships
If this sounds like a job for you, we welcome your application so we can bring you in for a Yarn with the team.
Want to know more about our First Nations team at Telstra?
Visit our first nations page for more information on support, community engagement and careers.
We're amongst the top 2% of companies globally in the CDP Global Climate Change Index ****, being awarded an 'A' rating.
If you want to work for a company that cares about sustainability, we want to hear from you.
As part of your application with Telstra, you may receive communications from us on *************** (for job applications in Australia) and ***************** (for job applications in the Philippines and India).
When you join our team, you become part of a welcoming and inclusive community where everyone is respected, valued and celebrated.
We actively seek individuals from various backgrounds, ethnicities, genders and disabilities because we know that diversity not only strengthens our team but also enriches our work.
We have zero tolerance for harassment of any kind, and we prioritise creating a workplace culture where everyone is safe and can thrive.
As part of the hiring process, all identified candidates will undergo a background check, and the results will play a role in the final decision regarding your application.
We work flexibly at Telstra.
Talk to us about what flexibility means to you.
When you apply, you can share your pronouns and / or any reasonable adjustments needed to take part equitably during the recruitment process.
We are aware of current limitations with our website accessibility and are working towards improving this.
Should you experience any issues accessing information or the application form, and require this in an alternate format, please contact our Talent Acquisition team on
******
or via the additional contact options found at

📌 Customer Service And Support Team Manager (Townsville)
🏢 Telstra
📍 Townsville