Job Description

Employment Type

Permanent

Closing Date

23 July 2026 11:59pm

Job Title

First Nations Contact Centre Assistant ManagerAs 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.

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 a having career that grows with you and working with a team powered by human connection that prioritises wellbeing and choice.

This role is a Telstra Identified First Nations position; To be successful you must identify as a First Nations person.

What We Offer

• Access to Cultural leave

• Toolkit provided (laptop + mobile phone + plan paid for)

• Additional Telstra day off

• Additional 30% off Telstra products and services

• Performance-related pay

• Access to thousands of learning programs so you can level-up

• Purchased annual leave scheme

• Global presence across 22 countries; opportunities to work where we do business.

What You’ll Do

Telstra Consumer - Customer Experience is responsible for creating and delivering a seamless and memorable customer experience across the board.

As the First Nations Contact Centre Assistant Manager you will lead and evolve the First Nations Contact Centre by providing a culturally safe workplace, ensuring a seamless customer experience is provided to our First Nations Customers. You will shape First Nations strategy and training, partner with stakeholders to drive continuous improvement across the team. You’ll coach and develop leaders, support day-to-day operations and performance, and work closely with leadership and HR to strengthen capability, engagement, and employee wellbeing.

Duties May include:

• Drive operational performance improvements across key metrics, spotting trends and opportunities to lift results

• Support the Centre and Team with system and IT issues, helping keep things running smoothly

• Monitor real-time adherence and step in where needed to keep performance on track

• Coach and develop First Nations employees through everyday feedback and support

• Facilitate stand-ups and team comms alongside Team Leads to keep everyone aligned

• Manage business cases with support from leadership, ensuring they’re handled properly and on time

• Carry out call listening and quality checks to help improve customer interactions

• Provide support across recruitment activities, including screening and onboarding

• Look after laptops and assets, keeping everything organised and up to date

About You

To be successful in this role, you will have had experience managing a team of First Nations People and understand the cultural needs associated with the role. You lead with empathy and by example, offering a calm presence when the team is under pressure, while providing clear expectations and communicating requirements effectively ensuring the team own their accountabilities. You are patient, yet able to bring the right level of confidence to help influence and navigate complex diverse First Nations stakeholders.

Essential Experience:

• Must Demonstrate a strong ability to build trust with the team and various stakeholder groups

• Experience managing a First Nations Team, ideally in a Contact Centre Environment

• Experience managing complex stakeholder relationships both internally and externally

• Ability to motivate, coach and grow capabilities of First Nations people.

• Experience managing people that have Cultural loads and how to help team members re-focus

• Strong communication skills and ability to act as an escalation for complex scenario’s

• Experience working with the Microsoft product suite with intermediate – advanced Computer literacy skills.

• Experience with Asset Management

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.

As part of your application with Telstra, you may receive communications from us on +61 440 135 548 (for job applications in Australia) and +1 (623) 400-7726 (for job applications in the Philippines and India).

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 DisabilityandAccessibility@team.telstra.com or via the additional contact options found at www.telstra.com.au/careers/diversity-equity-and-inclusion/disability-employment