Client Services Team Lead

About the role

We are looking for a Client Services Team Lead to drive high‑quality service delivery for carrier and managed‑service clients. The role combines team leadership, operational oversight of procurement and administration, and close collaboration with internal stakeholders to maintain service excellence.

Key responsibilities

• Lead and supervise the Client Services team, including the Procurement and Administration Officer.
• Coach, mentor and develop team members, supporting onboarding and performance growth.
• Oversee internal service boards (ConnectWise) for carrier‑related products and services.
• Ensure accurate and timely processing of Telstra‑related orders and provisioning.
• Manage vendor relationships and coordinate procurement of goods and services.
• Maintain SOPs, process documentation and knowledge‑base updates.
• Resolve Telstra‑related queries, escalating issues when required.
• Ensure data accuracy across internal systems and stakeholder reporting.
• Support reconciliation of Telstra and vendor payments with Finance.
• Monitor and report on KPIs such as SLA adherence, order accuracy, ticket management and stock levels.
• Drive continuous improvement across processes and team performance.
• Ensure compliance with Managed Service Agreement obligations and handle ad‑hoc operational tasks.

Required profile

• Minimum 2 + years experience with Telstra products and systems.
• Strong background in client service and support.
• Highly organised with a methodical approach to work.
• Ability to learn new systems quickly and maintain high attention to detail.
• Desirable: experience with ConnectWise, knowledge of Telstra data and carriage services, exposure to procurement or administration functions.

Required skills

• Microsoft Outlook
• Microsoft Word
• Microsoft Excel
• ConnectWise (preferred)