Client Services Team Leader

About the role

The Client Services Team Leader will oversee a high‑performing client services group, including a Procurement and Administration Officer, to ensure exceptional service delivery for carrier and managed‑service clients. The role focuses on operational efficiency, team development, and adherence to Managed Service Agreements.

Key responsibilities

• Lead and supervise the Client Services team, including the Procurement and Administration Officer.
• Coach, mentor, and develop team members to support growth, capability, and performance.
• Oversee internal service boards (ConnectWise) for carrier‑related products and services.
• Ensure accurate and timely processing and provisioning of Telstra‑related orders.
• Manage vendor relationships and coordinate procurement of goods and services.
• Maintain SOPs, process documentation, and knowledge‑base updates.
• Resolve Telstra‑related queries and escalate 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 including SLA adherence, order accuracy, ticket management, and stock levels.
• Drive continuous improvement across processes and team performance.
• Ensure compliance with Managed Service Agreement obligations.
• Support ad‑hoc operational and administrative tasks as required.

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.
• Strong communication (written and verbal) and leadership capability.
• Customer‑focused mindset with problem‑solving initiative.
• Collaborative and adaptable approach.

Required skills

• Microsoft Outlook
• Microsoft Word
• Microsoft Excel
• ConnectWise