Permanent
31 July 2026 11:59pm
Assistant Store Manager
Job Summary
As an Assistant Store Manager, you will support store operations by assisting with team coordination and maintaining service standards. You will handle moderately complex tasks, ensure adherence to operational guidelines, and work independently on defined responsibilities. This role demonstrates growing autonomy and contributes to a seamless customer experience.
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 a having career that grows with you, and working with a team powered by human connection that prioritises well-being and choice.
Here’s what you can expect from us
- Flexible working. Wherever you live, choose where, when, and how you work so you can be at your best.
- There when life happens. From Gender Affirmation Leave to Telstra’s Additional Leave Day, we give you time to spend away from work when you need it most.
- Pay for performance. We recognize outstanding contributions through our generous incentive programs.
- Parental Leave. A gender-equal policy for parents so you can choose how and when you take your leave (16 weeks full pay or 32 weeks half pay). Receive superannuation contributions on paid and unpaid parental leave.
- Unlimited learning. Level up your credentials with access to 17,000 learning programs. Learn ‘on the job’ and achieve university credits toward degrees and Master's programs.
- Global presence. With a global presence across 22 countries, there are many opportunities to work where we do business.
- Extra perks. Receive 25% off Telstra products and services, plus unlock exclusive discounts from over 240 brands and partners.
Make a Difference
The Assistant Store Manager supports the Store Manager in the effective leadership and management of a telecommunications retail store, with responsibility for daily store operations, sales performance, customer experience, people leadership, and compliance with company policies and regulatory obligations. The role requires the application of sound judgement, commercial awareness, operational governance, and the ability to lead and develop a high-performing team aligned with business strategy and store objectives.
Key Responsibilities
This is how you’ll bring the purpose of your role to life.
1. Retail Operations & Systems Management
Support the Store Manager in planning, coordinating, and executing daily store operations to ensure efficient workflow, operational consistency, and adherence to company standards.
Confidently utilise and oversee team capability across retail systems, including Point of Sale (POS), transacting platforms, CRM tools, inventory systems, workforce applications, and business reporting dashboards.
Process and supervise transactions including new services, upgrades, recontracts, returns, credits, adjustments, and service changes, ensuring accuracy and compliance with company requirements.
Complete and oversee start-of-day and end-of-day reconciliation activities to mitigate financial and operational risk.
Monitor store data points, transactional accuracy, compliance indicators, and operational reporting to identify risks, trends, and opportunities for improvement.
Review daily Power BI and system-generated reporting to align store execution with sales strategy, compliance priorities, and business goals.
Provide daily communication to the team on store performance, individual results, expectations, and areas requiring corrective action or recognition.
2. Customer Relationship Management & Customer Outcomes
Access, update, and maintain customer profiles and records within CRM systems, ensuring customer interactions, notes, and follow-up actions are accurately recorded.
Drive quality customer outcomes by ensuring consultants follow approved processes for needs identification, service recommendations, issue resolution, and follow-up.
Respond to MessageBank callbacks, customer enquiries, and outstanding actions in a timely manner to support customer satisfaction and service continuity.
Manage customer complaints and escalations, determine appropriate next-step actions, and ensure issues are resolved in accordance with company policy and regulatory obligations.
Promote end-to-end ownership of customer matters to support retention, trust, and positive customer experience outcomes.
3. Inventory, Stock Control & Contract Reconciliation
Manage stock receipting, transfers, adjustments, returns, and stocktakes to maintain inventory accuracy and product availability.
Support loss prevention through correct stock handling, variance identification, reporting integrity, and adherence to internal inventory controls.
Undertake contract reconciliation remediation and ensure outstanding items are investigated and resolved accurately.
Maintain calendars and scheduling requirements relating to stocktakes, compliance deliverables, and operational deadlines.
Use compliance dashboards to ensure expected deliveries, stock-related discrepancies, and outstanding items are actioned within required timeframes, including the 48-hour expectation where applicable.
Coach team members on stock management processes, controls, and accountabilities to ensure consistent execution of required standards.
4. Sales Performance & Customer Experience Delivery
Drive achievement of store sales targets and key performance indicators through leadership, coaching, monitoring, and effective prioritisation of sales opportunities.
Apply structured, needs-based and solution-led selling approaches to ensure the right product, right customer, and right outcome.
Ensure all sales and service interactions are conducted with transparency, clear explanations, suitability of recommendation, affordability discussion, and customer agreement.
Support demonstration of devices, products, and accessories so customers understand the features, functionality, and relevant policy settings, including no change-of-mind requirements where applicable.
Monitor individual and team performance, identify underperformance or outliers, and implement actions to improve sales capability and compliance outcomes.
Recognise and reinforce high performance through timely coaching, feedback, and positive leadership behaviours.
5. Leadership, Coaching & Capability Development
Lead, supervise, and develop a team of Customer Service and Sales Consultants to deliver operational, commercial, and customer experience objectives.
Support onboarding of new starters, including system access, training module completion, workbook review, lab attendance monitoring, and practical capability development.
Provide in-the-moment coaching through direct observation, role modelling, and immediate feedback to embed correct behaviours, sales quality, and operational compliance.
Conduct structured coaching conversations using formal methodologies such as SBII (Situation–Behaviour–Impact–Improvement), Monthly Performance Reviews, mid-month check-ins, and quality sales/compliance coaching.
Facilitate daily huddles, performance updates, one-to-one coaching sessions, information briefings, and development planning discussions.
Identify skill gaps and capability uplift opportunities and implement targeted coaching and training plans aligned to store strategy and business priorities.
Lead team members through process changes, system updates, and business initiatives while maintaining engagement, clarity, and accountability.
6. Workforce Planning & Administration
Manage and support use of workforce systems relating to time and attendance, leave management, training compliance, accreditation, and performance tracking.
Assist with roster development and roster posting in alignment with labour budget expectations, store traffic, and operational priorities.
Monitor overtime utilisation and staffing efficiency to support productivity, cost management, and service standards.
Ensure team completion of mandatory learning, accreditations, and required procedural updates.
7. Technology, Product & Digital Systems Knowledge
Maintain current and practical knowledge of Telstra products and services, including mobile, fixed, broadband, connected devices, accessories, protection products, add-ons, and business solutions.
Remain up to date with procedural, policy, system, and operational changes to ensure compliance with company expectations and customer outcome requirements.
Provide guidance to staff and customers on smartphones, tablets, wearables, accessories, and basic troubleshooting.
Support internal privacy and security requirements, including Multi-Factor Authentication (MFA), secure access practices, and identity verification processes.
Use digital sales tools including product comparison systems, quoting platforms, and recommendation tools to support current and future-state customer needs in line with company standards, ACL, and ACCC obligations.
8. Compliance, Governance & Risk Management
Ensure compliance with privacy legislation, customer data protection obligations, and internal security requirements.
Apply customer identity verification and fraud prevention processes in all relevant sales and service activities.
Maintain responsible selling standards and ensure sales recommendations are appropriate, documented, and compliant.
Support retail audit readiness by maintaining accurate documentation, transactional integrity, and compliance with operational procedures.
Uphold Workplace Health and Safety (WHS) obligations, including hazard identification, incident escalation, and emergency readiness requirements.
Business Impact & Decision-Making Authority
The Assistant Store Manager has a direct impact on commercial performance, customer outcomes, workforce capability, and operational compliance within the store. The role contributes to store profitability and business performance by translating strategic direction into consistent day-to-day execution and by ensuring the team operates to required standards.
Directly influences store sales performance through leadership of key activity drivers, coaching, monitoring of results, and intervention where performance gaps are identified.
Improves customer satisfaction, retention, and service quality by ensuring compliant, solution-based selling and timely resolution of enquiries and complaints.
Reduces operational and compliance risk by maintaining transactional accuracy, audit readiness, stock integrity, and adherence to governance processes.
Contributes to team capability uplift and productivity through structured onboarding, coaching, performance management, and reinforcement of required standards.
Supports effective implementation of process changes, new systems, and business initiatives at store level to ensure team alignment and continuity of operations.
Within delegated authority, the Assistant Store Manager exercises independent judgement in relation to day-to-day store management and people leadership, including operational prioritisation, customer issue resolution, staff capability actions, stock and compliance issues, and recommendations to improve business performance.
Makes real-time operational decisions to manage customer flow, task prioritisation, staffing deployment, and store execution based on business needs.
Identifies and addresses individual performance issues and determines appropriate coaching, feedback, and follow-up actions.
Resolves customer escalations and determines suitable solutions within company policy and regulatory requirements.
Manages stock discrepancies, contract reconciliation issues, and compliance-related exceptions requiring investigation or remediation.
Supports roster and resource adjustments within approved parameters to maintain operational efficiency and service standards.
Provides recommendations to the Store Manager on process improvement, team development, performance trends, and sales opportunities.
Level of Responsibility & Reporting Lines
The Assistant Store Manager operates as the second-in-charge of the store and holds a position of significant responsibility within the retail environment. The role supports the Store Manager across all facets of store performance and assumes leadership of the store team in the absence of the Store Manager.
Responsible for the day-to-day supervision and coordination of retail sales staff to ensure sales, service, and compliance objectives are achieved.
Accountable for implementing company policies, procedures, and business initiatives at store level and ensuring consistent adherence by team members.
Exercises independent judgement in managing customer matters, performance issues, operational risks, and competing priorities in a fast-paced environment.
Maintains direct influence over team capability, behaviour, and performance outcomes through ongoing leadership, coaching, and direction.
Reporting lines for the role are as follows:
Reports to: Store Manager
Direct reports / supervised staff: Customer Service and Sales Consultants / Retail Sales Consultants
Internal stakeholders: Regional or Area Manager, Operations, Compliance, Human Resources, Inventory and other retail leadership stakeholders as required
About you
To be successful in the role, you'll bring skills and experience in:
Capability Requirements
Ability to learn new systems quickly and support team adoption of systems, processes, and operational changes.
High attention to detail, accuracy, and compliance in a fast-paced customer-facing environment.
Confidence in decision-making within delegated authority and ability to manage competing priorities.
Strong time management, prioritisation, written communication, and verbal communication skills.
Ability to lead performance positively, motivate others, and maintain team alignment with store strategy.
Confidence in dealing with customer complaints, escalations, and follow-up procedures in a professional manner.
Ability to maintain and execute visual merchandising changes in a timely and efficient manner as required.
Qualifications & Experience
Minimum three (3) years of experience in retail roles, including leadership and/or management responsibilities, with a strong understanding of sales and customer service principles.
Demonstrated experience analysing performance data and identifying trends to support business intelligence and decision-making.
Proven ability to drive results through energising and leading a retail team to achieve and exceed sales targets and key performance indicators.
Demonstrated ability to influence and build rapport with a diverse team through leading from the front and setting the standard by example.
Experience in customer complaint resolution, with the ability to turn negative customer situations into positive outcomes.
Strong capability in motivating, coaching, and developing a high-performing team, including leading team members through change.
Technical knowledge of Telstra products, services, and in-store systems.
Demonstrated experience implementing system and process changes in a retail environment and maintaining team alignment with procedural updates.
If you are passionate to succeed as part of an agile and experienced team, we welcome you to apply!
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We encourage applications from people of all abilities and backgrounds - including Aboriginal and Torres Strait Islander peoples, the LGBQTI+ community, linguistically diverse, and people living with disability. When you apply, you can choose to note the pronouns you use and /or any reasonable adjustments needed to take part equitably during the interview process. Visit
www.telstra.com.au/careers/diversity-and-inclusion or email us at [email protected] noting your preferred method of contact
Recruitment Start Date:03/07/2026
Recruitment End Date: 31/07/2026
Remuneration Range: AUD $77,600 to $104,500
