First Nations Customer Service and Support Team Manager

Telstra; Townsville City; On-site; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Additional Telstra day off

Quarterly bonus scheme

Toolkit provided (laptop + phone)

30% off Telstra products

Access to learning programs

Performance-related pay

Global presence

Purchased annual leave

Job summary

Telstra is seeking a First Nations Team Leader to guide a dedicated Indigenous contact centre team in Townsville, delivering specialist customer service and complex support. You will coach staff, align with Telstra’s strategy, and drive outcomes while respecting cultural protocols.

You will lead a geographically diverse team across First Nations communities, focusing on performance, compliance, and exceptional customer experiences, with overtime as needed and shift allowances.

Qualifications

• Experience leading a high-performance team.
• Experience working with a geographically diverse range of First Nations communities.
• Strong knowledge of Aboriginal & Torres Strait Islander cultures and issues.
• Ability to coach and develop others to improve customer experience.
• Experience in engaging effectively with First Nations communities.

Responsibilities

• Translate strategy into actionable team priorities and coach in line with Telstra goals.
• Identify staff development opportunities and enable best-practice processes.
• Empower the team to improve processes and deliver exceptional customer experiences.
• Create development plans and career pathways for team members.
• Demonstrate sensitivity and respect for First Nations cultures in all interactions.

Skills

Team leadership

Coaching

Customer service

First Nations engagement

Job description

First Nations Customer Service and Support Team Manager

Employment Type: Permanent Closing Date: 13 Oct 2026 11:59pm Job Title: First Nations 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.

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 environment

• Contact centre or Retail leadership experience

• Experience with performance coaching and complaint management

• Administration experience

• Maintaining stakeholder relationships

We're amongst the top 2% of companies globally in the CDP Global Climate Change Index 2023, being awarded an 'A' rating. If you want to work for a company that cares about sustainability, we want to hear from you.

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***************@team.telstra.comor via the additional contact options found atwww.telstra.com.au/careers/diversity-equity-and-inclusion/disability-employment