customer service representative

inbound sales representative

claims consultant

sales representative

sales consultant

TSA Group

I give TSA Group a total of 4 stars as a whole due to the following,

The Job Work/Life Balance is great however leave is provided sparingly, even in dire instances leave has to be justified with multiple documents and constant reminders. Paid sick leave is also scarce at this workplace. You comply with the unplanned absence policy, provide a doctor's certificate only to have 'sick leave - unpaid' on your payslip - in the instance you have an adequate sick leave balance. The hours vary depending on your roster yet they work well for full-time workers. The hours never exceed a start time of 9AM.

The salary and benefits isn't too bad, can't say I wasn't paid well considering my role as a sales agent. The original enticing declaration on the job description was 'uncapped incentives' however bear in mind, TSA has a budget they explain can sometimes affect your pay. So even if you exceed your targets, you can only earn so much more on top of your base salary. As for advancement, unless you engage with management in a super cosy manner to the point the personal/professional barrier is broken, you will not advance. There are only so many management positions and they hard to come by. Management who is employed at the time make it firmly clear they aren't going anywhere anytime soon.

Management overall isn't too bad, certain managers are lovely; efficient; personable and motivational. As a whole, they are all there to help you become a better salesperson and they really do know best. They will always have you back but remember their best interest is to push results. 

The job culture is a funny one, a grey area. The staff in terms of agents are 80% lovely and friendly, where friendly conversation flows and everyone likes to help you. However as in any workplace, there is always a bad egg. One discouragement I had upon my first 2 weeks working there was the visibility of something that resembled my high school experience. There is a lot of gossip, unfriendly competition and explicit conversation which was not well managed or disciplined. Exclusions apply to certain calibres of people who genuinely do the right thing. In saying this, I have made lifelong friends at TSA that are some of the most awesome people I have ever met. 
On topic, the team building games, occasional drinks out and chill-out zone do make it fun. I do however, suggest keeping your personal life at home and not bringing it to the office. This is a given, however there were unfortunate occurrences where details about an individual's personal life were disclosed upon others in spite. 

Overall, I did enjoy my time there and met some lovely people. Work hard, know how to handle yourself and you will be fine. Oh and don't forget to drum into your head - you are a salesperson.

To thoes looking TSA sounds like a fantastic company to work for with many fantastic company perks, hybrid and remote work ability and great partners like IAG, HCF, My Car and Air NZ. 

But once within you will find nothing but a chaotic atmosphere of difficult workload, an attitude of disagree but you need to commit/ we will make you commit and a ever changing roster of Senior Management. 

When I was brought on-board to TSA I was brought in on their brand new campaign assisting IAG (Insurance Australia Group). This sounded like a fantastic opportunity and the initial group of 40 where a fantastic bunch. But much like the ever changing nature of climate change and the disasters impacting the east coast of Australia, the expansion of the campaign has cost TSA more then its values. 

My initial experience couldn't have been more positive, fantastic leadership, fantastic colleagues and peers, top notch training. But over my tenure there has been to many unforfilled promises and to many egos willing to stamp you out if you display to much care, empathy, ability or kindness. The expanded and new senior leadership teams promotes on a preference system rewarding thoes they buddy up to. So forget talent and get popular, get popular fast. Build a brand and a name and you will be rewarded. If you however are a diligent worker who puts effort in and goes above and beyond thinking you will be escalated or chosen for higher duties you are wrong. 

I was promoted to the role of SME as a steeping stone and pathway to leadership, this never came. I became abundantly clear if senior management didn't like you nor if you didn't talk to the right people (as it was revealed from a Lead within the campaign you had no hope of career progression. 

This all came to a heads last year with some or the most gender biased support I'd ever received as I welcomed my son into the world as a first time dad, my Lead actually said to me "their are man female members of staff who don't struggle as much as you do". I also received a performance review for the duration of my paternity leave and the first 6 weeks of my newborns life which any parent reading this would find absurd. All of this made it clear after dedication and service TSA wasn't the place it once was. 

I started a little while back with TSA, I thought that it was a decent enough job to begin with, but they stop being nice after you’ve finished your trial period. 

My team are great but when a couple of people take leave it screws the whole process and the rest of us are stuck with taking back to back calls for the rest of the day. We’re always understaffed. Always. 

We were told that getting new people in would fix this but over the course of a few months we’ve gone from taking 60 calls each a day to over 100. And yet our higher up management want us to take on even more workload and calls off other centres because they expect us to be robots and stay at our desks all day. Because who needs a toilet break right? 

Our quality assurance is an absolute joke. We get marked down for the absolute stupidest things when people in other campaigns can be more casual. And if the QA people don’t like you may the odds be in your favour because they will listen to multiple calls (higher up in management confirmed this to me) and only pick out the 1 bad one out of 100 good ones. 

Management are obsessed with getting more output and more money. Seems like it’s all they care about. This place has a very high turnover rate because of this. 

A call centre was never going to be a great job. Bluntly it’s a minimum wage job that’s something to hold you over till you finish a course or find something that’s more in your field. These types of places have a high turnover rate for a reason and I won’t be sticking around much longer as I’ve worn out my welcome and the people around me make me feel like this. 

You’re expected to be a robot in a job that will most likely be taken over by them in a few years time. 

If you’re looking for a short term job to hold you over and keep some cash flow going, by all means apply. If you’re after something that you want to make a career out of, look elsewhere. Your hair will fall out from the stress. 

Considering the high amount of people who didn’t stick around longer then a few days, a few weeks or even a few months I think having been able to put up with this place for the length of a year it was probably worth the effort. Was pretty straight forward. Sell Telstra products. Very good team mates. Not much else in future roles as not any job security as they would terminate and rehire if needed to end the deal in the first place. Management that had worked with us from day one did not end up staying long as soon as they used his education and teaching they gave the only qualified staff member with any qualifications in business the sack as likely gave the same job to unqualified staff who had been hired for a full different role but wouldn’t expect pay to be equal to what should be paid. Generally if it means a job or the street id pick the job as it was okay if you can cope with them driving to push demand on sales. Their job is to drive staff to obtain whole household of products and your job is to manipulate the customers to buy ridiculously expensive telco products. On that note it got me a job out of there by having a reference that was needed to get a better position in better place and then I got a decent reference and left at the 12 month mark. The colleagues worked with were great and made good friends with them through common sense of suffering we all went through. It’s a ship em in ship em out low paying job without much future but it was a start and a basic income so can’t argue with getting there doing it and being able to get a year done and then leave. Worth it if you need a job doing something to keep the sanity of can tolerate the management. 

Having worked here for a little while, I can say that this is an entirely reasonable workplace to work, but isn't for the faint of heart. You will be pushed into making sales - not hard, but it's there. Don't let anyone tell you otherwise. You will be monitored every minute of the day - although it's not necessarily enforced every minute...just noted. The records are there.

Training provided is good, but not super detailed - good for what is possible though. The trainers are passionate about doing their best to get you prepped - you'll need to learn a lot on the floor though. Mostly it's situational stuff that could never be put into a training course of basically any length. The problem is that because you're on a phone call - it's going to be a lot of stress getting the hang of it.

Team leaders are give or take - they all have different styles - some better than others. No shocks there. I haven't met a team leader that's a bad person though - they're all pretty cool people.

Advancement seems possible, but who knows. The organisation does seem incredibly keen to promote from within...but also the nice fun stories of "I became management in 12 months!" only applies to some people...many more are still on the floor.

The people are absolutely golden though - I haven't met a team member yet from any team that I haven't at least liked in principle. Many are just great people generally.

Whatever you think of call centres, if you can stick it out here, you can stick it out anywhere, so worth the experience in my view - just apply, can't hurt. But don't necessarily hold to the idea that this is going to be a place of sunshine and rainbows - as will be painted during recruitment. The recruiters mean well of course, but they're doing a sales job...the jade will set in quickly.

I worked at TSA for over 1 year and I tried my absolute best to excel consistently; which I did. I have always worked in sales and always have brought results wherever I go. This was the first place at multiple occasions my commission was taken away from me due to not meeting certain metrics. Completely unfair and on top of that they actually state the commission is "uncapped" on their own online advertisement so blatant liars is another thing to add to the list.

The managers are all undertrained and I actually got terminated due to "incorrect information" which was specifically trained to me by multiple managers over the period I was employed with TSA. The managers who taught me incorrectly got away with it and didn't back me up when I had to prove why I should remain an existing asset for the business; hence why I wrote "unloyal" above. The business' higher authority only care about the client which is "Telstra" meaning TSA isn't apart of Telstra they are a sub-contracter for them and have absolutely %0 respect for the employees' well being. The only reason I was terminated was because they can't afford to have eyes on them for being a poorly managed call centre so instead they terminate quite a large portion of their overall staff; this isn't just me, the same scenario happens very frequently. The turnover rate for staff members is absolutely ridiculous. I work in a team of 20-30 and on a calculated average 2-3 employees leave/get fired every week and every 2-3 weeks there is a brand new bunch of freshly manipulated workers.


*Disappointing Experience with TSA Group*
I had a disappointing experience working with TSA Group, primarily due to poor management practices. The leadership team seemed more focused on their own issues rather than supporting their coworkers.

*Key Concerns:*

1. *Inadequate Training*: The training provided was subpar, leading to mistakes on the job. This lack of preparation left me feeling unconfident and uncertain.
2. *Micromanagement*: Every aspect of our workday was strictly monitored, including lunch breaks and toilet breaks. Being just one minute late would result in an unnecessary conversation with the team leader.
3. *Lack of Support*: After completing probation, I felt abandoned and unsupported. Instead of receiving constructive feedback or training, formal meetings were used to issue written warnings or terminate employment.
4. *Unprofessional Management*: Management's approach was often unprofessional and dismissive, prioritisng their own interests over employee well-being.

*Warning to Potential Employees:*

If you value a supportive work environment and proper training, TSA Group may not be the best fit. Be prepared for a rigid and unsympathetic management style that prioritises punctuality (Adherence) over employee growth.

*Recommendations for Improvement:*

1. Invest in comprehensive training programs.
2. Foster an open-door policy for employee concerns.
3. Encourage a culture of constructive feedback and growth.
4. Review and revise management practices to prioritize employee well-being.


I managed to stick around at TSA (Telstra sales) for 6 months, many times I felt hopeless and wanted to quit.

Only reason I didn’t quit was because the people there were great and I did enjoy time to chat with them.

1/3 managers I had were supportive, the other 2 were disgusting people and made the job very hard for me.
One day I was sick and they threatened my job the next day for texting instead of calling in sick.
Another time I was sick the manager was doing everything to try and get me to come into work, I gave in and came in half way through the day due to pressure and ended up telling me I can go home an hour later despite the long journey to work.

I found out at the time that team managers actually have targets for who shows up at work in their team, so this doesn’t surprise me that they will hound you to come to work even if you feel horrible.

The job itself is extremely high pressure and from my own experience breathing is almost non-existant here as the second you put the dialler on pause you get questioned (even if it’s to go to the bathroom!!).

I actually got fired from my position at TSA for non-compliance, I was given advice by my team leader on how to make more commissions. I took this advice and ended up having several investigations under my name taken out, resulting in getting fired. I decided not to throw my team leader under the bus, as I know that their job was more valuable than mine and they had good intentions.
Bottom line is if someone is making lots of commission at this job there is something that they know, that you never will!

Although my time at TSA hasn’t been too long I will say I’m definitely considering leaving. 

Training is too focused on the TSA ways rather than what you’ll actually be doing at work. Management is bad and rude I’m lucky enough to have an amazing team lead but the higher ups are ridiculous I had to fight for my days off that I had due to surgery to be paid for even with a medical certificate. My annual leaves have always been declined and I finally got my annual leave and now they’re trying to take it away or I’ll not be with my team when I come back. 

We’ve moved branches 3 times now work isn’t comfortable you never know when you’ll have to completely unlearn everything you’ve learnt and leave vulnerable insureds that only trust you in the dark. 

And it’s either I give up my annual leave that I’ve just started and I won’t be told when I’ll be approved for it again even though over Christmas I wasn’t aloud leave to take care of a sick elderly in my family or i continue my leave and lose all my work and friendships I’ve made as I’ll be stripped out of my team. 

We are all just a number if we are sick too bad you need to work or risk not having your sick leave paid, you’ll be told constantly that your not doing enough even though your stats are the highest in your team. You’ll just be able to live on the salary too bad if you’ve got a family and you’re the only one that pays for things.

Overall not happy, I love my team mates and that’s as far as it goes at this point in time, your whole life and energy gets drained out of you and it’s constantly negative vibes 24/7

Working as an Order Management Officer at TSA for the past seven years has developed my numeracy, literacy and accuracy skills to a high level. When dealing with data, it is vital to be accurate and take great care with attention to detail. I regularly deal with the customer details, which involves accurate input of customer date of birth, customer address, customer mobile number into computer system.  I am also required to communicate with other departments via emails. It is important that these communications are in the correct manner, for understanding and compliance with the regulations. 
When confronted with a problem I meticulously collect data, assess it thoroughly, examining a range of possible options for its solution, and make a decision based on evidence, to ensure optimal outcomes for the business. I ensure the assessment is completed swiftly and communicate with all relevant stakeholders whenever possible.

My experience in electronic records management system has been gained through several years’. Throughout my employment in this area I have consistently demonstrated my excellent ability to support client’s need, whilst meeting and exceeding organisational objectives. With over several years of professional experience in the record management industry, I have developed extensive expertise relevant to the management, implementation and performance of computer systems. My experience has been diverse and includes: data management, system maintenance and support, training of users, and resource management.

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