Team Leader – Client Services

Overview

We are looking for a Client Services Team Leader to guide a capable service team and take direct ownership of the Procurement and Administration Officer. The position is central to delivering reliable support to carrier and managed service customers while improving efficiency and building team capability.

Role summary

In this role, you will set expectations for excellent client service and help ensure the team works efficiently, cooperatively, and in line with Managed Service Agreements. A strong focus will be placed on coaching, mentoring, onboarding support, workload balancing, and ongoing development so the team can perform at a consistently high level.

You will also oversee carrier order handling, procurement coordination, vendor management, and administrative activities, partnering with internal stakeholders to protect service quality and operational standards.

Responsibilities

• Direct and support the Client Services team, including the Procurement and Administration Officer.
• Coach, mentor, and develop team members to strengthen capability, performance, and professional growth.
• Monitor internal service boards in ConnectWise for carrier-related products and services.
• Make sure Telstra-related orders are processed and provisioned accurately and on time.
• Manage supplier relationships and coordinate the purchase of goods and services.
• Keep SOPs, process documents, and knowledge base content current.
• Handle Telstra-related queries and escalate issues when needed.
• Maintain accurate data in internal systems and ensure reporting to stakeholders is reliable.
• Assist Finance with reconciliation of Telstra and vendor payments.
• Track and report KPIs such as SLA performance, order accuracy, ticket handling, and stock levels.
• Promote ongoing process improvement and better team outcomes.
• Ensure work meets Managed Service Agreement requirements.
• Support additional operational and administrative duties as required.

Requirements

• At least 2 years of experience working with Telstra products and systems.
• Solid experience in client service and support.
• Well-organised with a structured and methodical way of working.
• Confident using Microsoft Outlook, Word, and Excel.
• Quick learner with the ability to adapt to new systems.
• Strong focus on accuracy and attention to detail.
• Experience with ConnectWise is an advantage.
• Knowledge of Telstra business products, particularly data and carriage services, is desirable.
• Exposure to procurement or administration work is beneficial.
• Strong written and verbal communication skills.
• Ability to lead, coach, and develop a team.
• Customer-first mindset with a collaborative and adaptable approach.
• Problem-solving ability and initiative.

Additional Information

This is a full-time onsite position based in Melbourne, Victoria, Australia. The role is focused on maintaining service excellence, supporting operational integrity, and strengthening team performance through leadership and continuous improvement.

Who can apply

Candidates with relevant experience in client services, Telstra products and systems, procurement, or administration are encouraged to apply.

Skills

This role calls for client service leadership, team coaching, Telstra systems knowledge, order and service board management, procurement coordination, vendor management, KPI tracking, process documentation, Microsoft Office proficiency, stakeholder communication, and strong problem-solving skills.