Workplace Community Team Lead
We're an iconic Aussie brand with a global footprint. Our purpose is to build a connected future so everyone can thrive. We're all about providing the best experience and delivering the best tech on the best network.
This includes making Telstra the place you want to work.
For you, that means a having career that grows with you, and working with a team powered by human connection that prioritises wellbeing and choice.
What We Offer
- Flex appeal: choose where, when and how you work
- Performance-related pay
- Access to thousands of learning programs so you can level-up
- Global presence across 22 countries; opportunities to work where we do business.
- Purchased annual leave scheme
- Additional Telstra day off
- Additional 30% off Telstra products and services
- Toolkit provided (laptop + mobile phone + plan paid for)
What is the focus of the role?
This role will lead a team who value face to face and supporting our people, customers and partners, who focus on delivering workplace experience across our major hubs.
The Workplace Community Team Lead role contributes to Telstra’s hybrid workplace leadership position, by leading a team that ensures the experience that our people have within our property portfolio is simple, ensures we connect, collaborate, and celebrate, with fit-for-purpose curation that supports diverse communities.
This role contributes to the key strategic portfolio metrics, such as utilisation, wellness, repairs & maintenance, change adoption & onsite behaviours that are valued in service we provide to our people.
This is a customer/client-facing role and is required to attend the office regularly to support face-to-face interactions and our team deliver within our major hubs.
Key Accountabilities
Transforming to the Workplace Team of the future
- Develop existing and bring in new talent and capabilities into the Workplace Experience Team
- Commitment to leading a team who deliver the best level of service every time through high level of attention to detail.
- Develop and lead an active and visible Workplace Experience Team.
- Ensure there is a highly proactive, responsive, dynamic, and agile team.
Client/Stakeholder Management
- Pro-actively develop and manage Client relationships ensuring that expected service levels are achieved.
- Comply with all requirements of the Client contract and meet or exceed Key Performance Indicators
Leadership / Staff Management
- Actively encourage an environment that supports teamwork, co-operation, performance excellence and personal success.
- Proactively manage the team to deliver exceptional workplace experiences.
- Develop the team through performance assessments and training, managing staff workload through correct resourcing and developing a succession plan for key members and on-site vendors.
Operations Management
- Ensure the delivery of all operational requirements aligned with our workplace strategy
- Develop and implement operational procedures and performance measures to ensure simplification and accuracy of work methods, reliability of systems and consistency.
- Drive Client specific initiatives such technology rollouts, benchmarking, best practices etc.
- Ensure operations are aligned to financial processes and controls are adhered to at all times to achieve good financial management.
- Ensure compliance Health, Fire Life & Safety, Environment and Risk Management policies and procedures.
- Ensure data integrity of all systems across the Region and perform audits from time to time.
- Ensure meeting or exceeding SLA/KPI scores.
- Hire, attract and retain a team of top talented employees and to ensure company standards are met Review and spot-check suppliers/service providers performance to ensure contractual obligations are delivered.
- Resolve user's complaints and concerns with solutions and follow up.
- Manage Vendor Contract database to ensure they are up to date at all times Manage vendor procurement processes and ensure timely contract execution, negotiation, including preparation of tender documentation and preparation of contracts in accordance with Telstra guidelines.
- Generate reports and conduct presentations as per the service delivery requirements and overall account.
- Actively work with Line of Businesses and Project Teams on Change Management programme.
- Support with critical out-of-hours issues & participate as a key team member in responses to emergency situations.
- Responsible for monitoring and managing staff performance with criteria set in Individual Performance.
- Resolve user's complaints and concerns with solutions and follow up.
About you
Essential
- Self-motivated; confident & energetic
- Ability to effectively deal with stressful situations.
- Flexible – able to adapt to rapidly changing situations.
- Strongly goal-oriented – able to focus on meeting all performance targets.
- Is a team player – able to cooperate and work well with others to meet targets.
- Proven ability to initiate and follow through with improvement initiatives.
- Exhibits honesty & trustworthiness.
- Open to new ideas & willing to challenge the status quo.
High desirable
- Strong communicator – Good presentation skills and possesses strong verbal & written communication skills, also an active listener.
- Passion for quality – has an eye for detail to make sure the best delivery of services.
If this opportunity sounds like a perfect fit for you, we'd encourage you to apply!
When you join our team, you become part of a welcoming and inclusive community where everyone is respected, valued and celebrated. We actively seek individuals from various backgrounds, ethnicities, genders and abilities because we know that diversity not only strengthens our team but also enriches our work. We have zero tolerance for harassment of any kind, and we prioritise creating a workplace culture where everyone is safe and can thrive. We work flexibly at Telstra. Talk to us about what flexibility means to you. When you apply, you can share your pronouns and / or any reasonable adjustments needed to take part equitably during the recruitment process.
