Who we are
We're Australia's leading telecommunications and technology company. With a global presence in more than 22 countries, we have a strong 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.
Focus of the role
The Front of House (FOH) Account Manager is primarily responsible for supporting walk-in traffic and inbound customer demand within the Centre. This role is critical to how the Centre will operate moving forward, providing clear structure, consistency, and coverage for the Sales Team. The FOH Account Manager balances reactive, customer‐facing activity with proactive sales and portfolio management during periods of reduced foot traffic.
What we Offer
* 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)
Role Location
38A Douglas Street Milton (Customer‐facing, in‐centre role)
Key Responsibilities
* Act as the primary point of contact for walk‐in customers, ensuring a prompt, professional, and high‐quality experience
* Support and manage inbound calls and enquiries, providing end‐to‐end ownership of customer interactions
* Ensure consistent Front of House presence during rostered FOH shifts.
* Sales performance is weighted to simplex products only, with a higher weighting towards GCM outcomes.
* Identify and convert sales opportunities generated from walk‐in traffic and inbound enquiries.
* Maintain disciplined opportunity management and accurate system updates.
Portfolio Management
* Operate with a reduced portfolio, to be worked proactively during periods of reduced foot traffic.
* Portfolio size will be approximately 400 customers.
* Maintain an expectation of 100% portfolio coverage every six (6) months.
* Use portfolio time to strengthen customer relationships, uncover growth opportunities, and manage retention risks.
Key Performance Metrics
* Sales Performance: Achievement of simplex sales targets, with increased weighting towards GCM.
* Front of House Effectiveness: Consistent coverage and quality customer experience for walk‐in and inbound interactions.
* Portfolio Coverage: 100% documented customer contact within a six‐month cycle.
* Activity Discipline: Effective balance between FOH coverage, inbound support, and portfolio management.
About you
At Telstra Business Technology Centres, our people are the face of Telstra for small and medium business customers. To be successful in this role, you'll bring:
* Proven experience delivering a consistent, professional and timely customer experience for walk‐in and inbound customers, ensuring every interaction reflects Telstra's commitment to outstanding service.
* Demonstrated capability in providing Front of House (FOH) coverage, supporting structured centre operations, smooth customer flow, and a welcoming in‐centre experience.
* A strong sales mindset with the ability to achieve sales targets through disciplined FOH engagement, proactive customer conversations, and identification of growth opportunities.
* Experience managing a customer portfolio, with the ability to maintain accurate documentation and actively manage relationships, even within a reduced or evolving portfolio size.
* Well‐developed organisational skills, enabling you to balance customer service, sales performance, and operational requirements in a fast‐paced retail and business environment.
* A customer‐centric and collaborative approach, with strong communication skills and a focus on building trust and long‐term customer value.
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