Team Leader – Client Services
We are seeking a Client Services Team Leader to lead and empower a high-performing Client Services team, including direct responsibility for the Procurement and Administration Officer. This role plays a key part in ensuring exceptional service delivery for carrier and managed service clients while driving operational efficiency and team development.
About the Role
As the Team Leader – Client Services, you will set the standard for high-quality customer service and ensure the team operates efficiently, collaboratively, and in alignment with Managed Service Agreements.
You will coach, mentor, and develop team members, supporting onboarding, workload management, and ongoing professional growth. You will foster a positive, accountable team culture that encourages continuous improvement and strong performance outcomes.
In addition, you will oversee carrier order processing, procurement activities, vendor coordination, and administrative functions while working closely with internal stakeholders to maintain service excellence and operational integrity.
Key Responsibilities
- Lead and supervise the Client Services team, including the Procurement and Administration Officer
- Coach, mentor, and develop team members to support growth, capability, and performance
- Oversee internal service boards (ConnectWise) for carrier-related products and services
- Ensure accurate and timely processing and provisioning of Telstra-related orders
- Manage vendor relationships and coordinate procurement of goods and services
- Maintain SOPs, process documentation, and knowledge base updates
- Resolve Telstra-related queries and escalate issues when required
- Ensure data accuracy across internal systems and stakeholder reporting
- Support reconciliation of Telstra and vendor payments with Finance
- Monitor and report on KPIs including SLA adherence, order accuracy, ticket management, and stock levels
- Drive continuous improvement across processes and team performance
- Ensure compliance with Managed Service Agreement obligations
- Support ad hoc operational and administrative tasks as required
What We’re Looking For
Essential
- Minimum 2+ years’ experience with Telstra products and systems
- Strong background in client service and support
- Highly organised with a methodical approach to work
- Strong proficiency in Microsoft Outlook, Word, and Excel
- Ability to learn new systems quickly
- High attention to detail and accuracy
Desirable
- Experience with ConnectWise
- Understanding of Telstra business products (especially data and carriage services)
- Exposure to procurement or administration functions
Key Skills & Attributes
- Strong communication (written and verbal)
- Leadership and team development capability
- Customer-focused mindset
- Problem-solving and initiative
- Strong attention to detail and quality
- Collaborative and adaptable approach
Pay: $85,000.00 – $95,000.00 per year
Work Authorisation:
Work Location: Hybrid remote in Melbourne VIC
