Account Manager FOH MILTON

Employment Type

Closing Date

Job Title

Job Summary

Job Description

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. T 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 (Customerfacing incentre 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 youll bring:

• Proven experience delivering a consistent professional and timely customer experience for walkin and inbound customers ensuring every interaction reflects Telstras commitment to outstanding service.

• Demonstrated capability in providing Front of House (FOH) coverage supporting structured centre operations smooth customer flow and a welcoming incentre 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.

• Welldeveloped organisational skills enabling you to balance customer service sales performance and operational requirements in a fastpaced retail and business environment.

• A customercentric and collaborative approach with strong communication skills and a focus on building trust and longterm customer value.

Please attach your resume/cv when applying to allow for a more thorough review of your qualifications and experience.