Assistant Store Manager: Lead, Coach & Elevate Customer Experience

Optus; Brisbane; On-site; AUD 60,000 - 76,000; Full time

Benefits offered by this job

Product discounts

Parental leave

Wellbeing support

Job summary

Optus in Sunnybank is seeking an Assistant Store Manager / 2IC to lead with energy, coach the team and elevate customer experiences in a dynamic retail environment.

You’ll support the Store Manager to mentor staff, handle escalated inquiries with calm professionalism and drive day-to-day operations for peak performance.

This role values inclusive leadership, performance focus and the ability to adapt to shifting priorities while delivering memorable service.

Qualifications

• Supportive leadership empowering others through actions, integrity and encouragement.
• Customer-first coaching to deliver memorable experiences with the customer at heart.
• Calm under pressure, modelling de-escalation and handling challenges with care.
• Operational and business awareness of retail operations and performance drivers.
• Team culture and adaptability to stay inclusive when priorities shift.

Responsibilities

• Lead by example and support Store Manager to foster a high-performance culture.
• Coach, mentor and develop team members with guidance and feedback to deliver great experiences.
• Maintain a warm, welcoming customer-first environment for customers and staff.
• Support smooth daily operations from team coordination to service delivery and improve performance.
• Handle escalated customer enquiries with calm professionalism and de-escalation.
• Drive team engagement by celebrating wins and encouraging learning and collaboration.

Skills

Supportive Leadership

Customer First Coaching

Calm Under Pressure

Operational & Business Awareness

Team Culture & Adaptability

Job description

As one of Australia’s top telecommunications providers, Optus connects more than 11 million customers daily across mobile, broadband and digital products.

We’re looking to bring on board a supportive, driven and people focused Assistant Store Manager / 2IC to join our Sunnybankteam. If you love developing others, energising a team, delivering outstanding customer experiences and stepping into a challenge of leadership with confidence, then take the next step in your career with us.

At Optus, we collaborate with purpose, support one another, take accountability, act with integrity and celebrate our wins as one team. Together, we learn, grow, overcome challenges and build genuine connections, both with our customers and with each other. As a Second in Charge, you’ll play a key role in helping to develop the store’s culture, driving performance outcomes and contributing to its overall success.

What you’ll do:

• Lead by example, supporting your Store Manager to create a positive, high-performance culture where your team feels motivated, included and confident to shine.
• Support the store manager to coach, mentor and develop team members through clear guidance, meaningful feedback and day to day support, helping them deliver exceptional customer experiences.
• Help to maintain an energised, customer first environment that feels warm, welcoming and inspiring for both customers and your team.
• Support smooth daily operations, from team coordination to service delivery, while finding opportunities to uplift performance, efficiency and customer experience.
• Handle escalated customer enquiries with calm professionalism, modelling effective de‑escalation techniques and guiding the team through various situations.
• Help to drive team engagement by celebrating wins, supporting goal setting, encouraging continuous learning and strengthening collaboration.

What you bring:

• Supportive Leadership: You empower others through your actions, integrity and encouragement, helping people to perform at their best.
• Customer First Coaching: You lead by example, coaching and supporting the team to deliver memorable experiences and always keep customers at the heart of their actions.
• Calm Under Pressure: You stay composed during reactive or complex situations, modelling effective de‑escalation and helping your peers to manage challenges with care.
• Operational & Business Awareness: You have a strong grasp of retail operations, know what drives performance, and showcase balanced step up to leadership with store efficiencies.
• Team Culture & Adaptability: You support to build an inclusive team environment and stay flexible and solutions focused when priorities shift or customer needs change.

What’s in it for you?

• Competitive remuneration and exclusive access to unique discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and special shopping discounts with our retail and corporate partners.
• Competitive leave policies, including two paid Connected Days each year to focus on culture, family, health, community, or whatever’s important to you.
• We support growing families, with up to 16 weeks paid carer neutral parental leave
• Build meaningful connections through employee-led networks and diversity initiatives including Culture Connect, Elevate Women, Yarn First Nations, Disability Network and Express Yourself (LGBTQIA+).
• Put your wellbeing first with free access to counselling and support services, available 24/7 across multiple channels.

Not sure you meet every requirement? Don’t let that hold you back. We value potential just as much as experience, and this role might be exactly where your next chapter begins.

At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email ***************@optus.com.au or call 1800 309 ***.

For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity

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