Over the earlier months, we have employed about 2000 new workforce users across the country so we can solution purchaser and compact organization phone calls in Australia. It is another of lots of modifications we’ve created to develop a superior buyer knowledge.

Our crew are your neighbours. They’re situated in cities and cities throughout Australia, together with regional hubs like Maryborough, Bunbury and Bathurst. Thanks to hybrid working, this usually means the man or woman encouraging you could be in your state, suburb, town or – who is aware of – even your street. On any offered day, 9 out of 10 of our shopper and little company service staff decide on to function at residence.

Answering your calls regionally

We frequently question you what you want to see from us. What we heard loud and distinct was that you wanted a alter in the way we answered our phone calls, so we did it. It is a adjust that also deepens our regional experience.

Liz is answering your calls when she’s not actively playing for our countrywide rugby team!

Liz, Telstra customer service expert and Australian national female rugby player

When Telstra clients simply call and communicate to Liz in Brisbane, what they could possibly not realise is they are chatting to Australia’s most capped female rugby player. Liz Patu, 32, earnt her 25th Examination cap this 12 months when the Wallaroos took on Japan in Might, and is now teaching with the national rugby union workforce for the Entire world Cup in New Zealand later on this 12 months. She’s equipped to do all this with the flexibility of her full-time job in Telstra’s small small business connect with crew. Liz joined Telstra two a long time back and is effective her timetable about coaching and Wallaroos tours.

For fast thoughts – like checking your invoice summary, controlling your expert services or even troubleshooting link issues – we have the My Telstra application. But for extra intricate problems or a little bit of excess support, you told us you want to speak to a person who will get you. A person who understands your service history, and is familiar with what you are going by.

For the duration of the Queensland floods earlier this year, we experienced customers in Brisbane speaking to nearby crew associates who comprehended initial-hand the difficulties they were being facing. Staying there – locals supporting locals – this motivates our group each and every working day.

Our staff demonstrates our community

Now when you phone, you will converse to locals from all about Australia – people today who replicate our group and shopper base which includes quite a few who have accents symbolizing our variety.

2000km from Melbourne to Longreach to assist compact corporations

Daniel, our contact centre team leader based in Longreach

When Daniel’s spouse Belinda landed her desire work in Longreach, it was a no brainer the few would make the 2000km journey north from Melbourne with their toddler George in tow. But what he didn’t hope was currently being in a position to do the job remotely and expand his connect with staff in the distant heritage town. Daniel, who supports Telstra’s little organization customers, has even been capable to aid out Longreach locals. “It’s the minor points where by we can make a distinction. For example, I took my auto into the neighborhood smash mend shop and they explained to me their voicemail was not working. I obtained that mounted for them, even though they fixed my motor vehicle! Smaller corporations count on Telstra to preserve them related, and I love my occupation assisting them do that.”

You may well chat to 60-yr-old Kaylee from Hervey Bay, a previous beloved country publican and prolific local community volunteer. Kaylee works from home and has a passion for serving to our more mature customers.

Or potentially you are going to speak to Liz – which is if she’s not touring with the Australian Women’s Wallaroos rugby union crew. Like lots of of our team, Liz works flexibly to fit with her nationwide rugby duties – and not long ago celebrated her 25th cap with the Wallaroos. She’s been with us for two several years, and enjoys helping fellow Maroons’ supporters (and all rugby fanatics).

Or it could be Daniel, who set up our most distant contact centre staff from the coronary heart of the outback. Daniel’s centered in Longreach, but his crew operates from home all over Central West Queensland.

Creating the appropriate modifications for you

This adjust is all portion of our T22 system, created to make life improved for our customers.

Four a long time in the past we introduced T22 to completely transform Telstra, and remodel customer practical experience to get rid of the points that annoyed you. Considering the fact that then, we’ve radically simplified our products and solutions, providers and contracts and designed large alterations like making seamless electronic activities and introducing no lock-in, very simple upfront strategies.

Back to the foreseeable future at 60, with 15 several years of customer provider over her pub’s public bar

Kaylee, Telstra customer service expert and former publican

As the owner-operator of a tiny state pub in Tasmania’s central highlands for 15 several years, Kaylee learnt a matter or two about what it means to actually listen, and being familiar with people’s complications with kindness and care. Individuals are the competencies she now delivers to Telstra’s customer contact group, performing from her new property in Hervey Bay. It is a minor little bit again-to-the-upcoming for Kaylee, who labored for Telstra in the ’90s as portion of the listing guidance crew in Hobart.

Now that we have concluded T22, our new T25 system will establish on the get the job done we’ve already accomplished, and continue on to improve the way we provide you. Which is why we’re generating adjustments for you – like acquiring our consumer and small company calls answered in Australia, and possessing Kaylee, Liz, Daniel and hundreds of our other community workforce users answering your calls when you need to have us.

Andrew Penn
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Andrew Penn &#13

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Telstra

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Andy Penn turned the CEO and Managing Director of Telstra, Australia’s largest telecommunications corporation, on 1 May 2015. At Telstra, Andy is primary an ambitious modify application transforming the enterprise to be positioned to contend in the radically changing technological innovation world of the future with 5G at its core. Andy has had an substantial profession spanning 40 several years across 3 various industries – telecommunications, economic expert services and shipping. He joined Telstra in 2012 as Main Fiscal Officer. In 2014 he took on the more responsibilities as Group Executive Global.&#13

Prior to Telstra, Andy put in 23 years with the AXA Group, one particular of the world’s biggest coverage and financial commitment groups. His time at AXA included the roles of Main Executive Officer 2006-2011 AXA Asia Pacific Holdings, Chief Money Officer, Main Government Asia and Main Govt Australia and New Zealand.  At AXA, Andy was instrumental in setting up a person of the most profitable Asian businesses by an Australian firm that was marketed to its father or mother in 2011 for more than A$10bn.&#13

Other directorships & appointments: Member of the Council of Trustees of the Nationwide Gallery of Victoria Board Director of the Groupe Speciale Cell Association (GSMA) Chairman of the Australian Government’s Cyber Field Advisory Panel, made to manual enhancement of Australia’s 2020 Cyber Security Technique Patron, on behalf of Telstra, of the Countrywide Aboriginal and Torres Strait Islander Arts Awards (NATSIAA) Lifetime Governor of Incredibly Particular Young ones and an Ambassador for the Amy Gillett Foundation. He serves on the advisory boards of each The Significant Concern Home for Households and JDRF.&#13

Recognition and qualifications: MBA (Kingston), AMP (Harvard), FCCA, HFAIPM. Andy has a countrywide diploma in business research (with distinction), is a Fellow of the Chartered Affiliation of Licensed Accountants, holds an MBA from Kingston University and is a graduate of Harvard’s Highly developed Management Plan. In 2008 Andy was recognised as Insurance coverage Executive of the 12 months in the Australian Banking and Finance Awards and in 2016 he was manufactured an honorary fellow of the Australian Institute of Challenge Administration. In 2018 Andy was named by the Monetary Situations among the top 10 male leaders globally HERoes listing supporting ladies in business enterprise. In 2019 he was named by the Australian Monetary Critique as among the the top 10 most effective people in organization.