Client Services Team Lead

About the role

We are looking for a Client Services Team Lead to drive a high‑performing client services team and oversee procurement and administration functions. The role ensures exceptional service delivery for carrier and managed‑service clients while improving operational efficiency.

Key responsibilities

• Lead and supervise the Client Services team, including the Procurement and Administration Officer.
• Coach, mentor and develop team members, managing onboarding, workload and professional growth.
• Oversee internal service boards (ConnectWise) for carrier‑related products and services.
• Process and provision Telstra‑related orders accurately and on time.
• 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 high attention to detail.
• Experience with ConnectWise is desirable.
• Understanding of Telstra data and carriage services is a plus.
• Exposure to procurement or administration functions is advantageous.

Required skills

• Microsoft Outlook
• Microsoft Word
• Microsoft Excel
• ConnectWise
• Telstra products and systems