Assistant Store Leader - Northland


ABOUT THE ROLE - This is a 6 month secondment/fixed term role.

You will create an environment of personalised service, where the team take ownership of the whole experience, anticipate customer needs deliver an exceptional customer experience. Telstra Country Wide is responsible for serving customers in metropolitan, regional, rural and remote areas of Australia through our retail network – which includes Telstra Stores, licensees, retailers and partners. We provide telecommunications products and services, from home and mobile phones and devices, to fixed and wireless internet and Pay TV services. The key commercial objective for Telstra Country Wide Retail Stores is to maintain market share in all products whilst driving best practice customer service levels in all channels.

The Assistant Store Leaders will be accountable of leading inspiring and developing a team within the store to achieve sales targets, customer service targets and other key business objectives. This role is also accountable for the recruitment, coaching, succession planning and direct team leadership.

Your key accountabilities include:

  • Leadership of store team’s delivery of sales targets, ensuring sales and service opportunities are maximised within prescribed parameters
  • Achievement of customer targets such as NPS (Net Promotor Score), and the resolution of escalated customer issues and complaints in store
  • Lead & Develop a high performing team with a team culture that is second to none, setting clear accountabilities and developing the capability in store.
  • Recruitment, coaching and induction of new team members
  • Manage change management processes and compliance to store procedures and policies
  • Leadership of day to day in store operations in the absences of the Store Leader, (this role may rotate with other Assistant Store Leaders in the store)
  • HSE Responsibility: Take reasonable care for your own safety and the safety of others, comply with and implement any reasonable Telstra HSE instruction, policy, standard, minimum requirement or procedure, and support Telstra to meet its duties under the relevant safety and environmental legislation.

WHAT YOU’LL BRING

  • Proven track record in driving customer advocacy and sales success in a dynamic and challenging environment
  • Outstanding knowledge of Telstra systems and capabilities desirable
  • Well-developed coaching and people management skills
  • Has a high level of resilience
  • Previous management experience in a similar environment

We’re committed to building a diverse and inclusive workforce. To enable everyone to participate, we’ve developed an ‘All Roles Flex’ policy to consider flexible ways of working for every role. To learn more, visit tel.st/allrolesflex

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