Client Services Team Lead

Role Overview

Ericom is hiring a Client Services Team Lead in Melbourne, Victoria, Australia to guide a busy client services function and support the delivery of high-quality service to carrier and managed service customers. The position also carries direct oversight of the Procurement and Administration Officer, with a strong focus on efficiency, service standards, and team growth.

In this role, you will help shape how the team works day to day, keep operations aligned to Managed Service Agreements, and ensure customers and internal stakeholders receive dependable support. The role combines people leadership, service delivery oversight, order management, vendor coordination, and administrative responsibility.

Key Responsibilities

• Direct and support the Client Services team, including the Procurement and Administration Officer.
• Provide coaching, mentoring, and development support to improve capability, performance, and career growth.
• Manage internal service boards in ConnectWise for carrier-related products and services.
• Handle accurate and prompt processing and provisioning of Telstra orders.
• Coordinate procurement activities and maintain productive relationships with vendors.
• Keep SOPs, process guides, and knowledge base content current.
• Address Telstra-related questions and escalate issues when needed.
• Maintain reliable data quality across systems and stakeholder reports.
• Assist Finance with reconciliation of Telstra and vendor payments.
• Track and report KPIs such as SLA performance, order accuracy, ticket handling, and stock levels.
• Promote ongoing improvement in processes and team performance.
• Ensure work is completed in line with Managed Service Agreement requirements.
• Take on additional operational and administrative tasks as needed.

Candidate Profile

The role suits someone with hands-on client service experience, a structured working style, and the confidence to lead and develop others. You should be comfortable learning new tools, staying highly organised, and maintaining strong accuracy in a fast-moving environment.

Essential Requirements

• At least 2 years of experience working with Telstra products and systems.
• Solid experience in client service or customer support roles.
• A highly organised, systematic approach to work.
• Strong working knowledge of Microsoft Outlook, Word, and Excel.
• Ability to pick up new systems quickly.
• Excellent attention to detail and accuracy.

Desirable Experience

• Prior use of ConnectWise.
• Knowledge of Telstra business offerings, particularly data and carriage services.
• Exposure to procurement or administrative work.

Skills and Attributes

• Clear written and verbal communication.
• People leadership and team development.
• Customer-first thinking.
• Problem-solving and initiative.
• Strong quality focus and attention to detail.
• Collaborative and adaptable working style.