Alinta Assist Operational Manager, East Coast

• Operating out of our Morwell office
• Lead our high performing Alinta Assist teams
• Flexible Hybrid Working |Energy Discounts|Career Growth Opportunities

Want a better job?

You’ll find it at Alinta Energy.

Australia’s energy system is undergoing the biggest transformation in its history and we’re right there with it.

Help us make energy better

We’re making energy better for our more than 1.1 million customers – and we’re making work life better for our 1,000+ people too.

Enjoy better benefits including great discounts on electricity and gas usage where Alinta Energy products are available, flexible work arrangements and 14 weeks paid parental leave

Help us make energy better

About the role:

The Alinta Assist Operational Manager, East Coast is a pivotal role responsible for the day-to-day operations of specialised delivery teams within the Alinta Assist program. The role will lead teams focused on Payment Difficulty, Hardship, Life Support, and Family Violence. This role requires a knowledgeable, hands-on leadership approach to ensure customer experience delivery, operational efficiency, team leadership, and collaboration with internal stakeholders to enhance the overall effectiveness of the Alinta Assist team.

In this role, you’ll be:

• Leading and mentoring multiple Team Leaders across the specialised delivery teams, setting clear expectations for performance and accountability across the Payment Difficulty, Hardship, Life Support, and Family Violence interactions
• Contributing to the development and execution of the Advanced Customer Care strategic plan
• Implementing, monitoring and analysing Customer Experience and Operational metrics to ensure targets and key performance indicators are met, and implementing solutions that optimise workflow, enhance operational efficiency, and improve overall team performance
• Collaborating closely with Workforce Management to assess staffing levels, optimise process and resource allocation, ensuring alignment with program priorities and financial constraints
• Collaborating and building strong relationships with internal stakeholders to understand business requirements and ensure the Alinta Assist program aligns with organisational goals

Ideally, you’ll bring to the role:

• Hands-on experience in leading operational teams within a complex processes and compliance-based Contact Centre Environment
• Proven success in thriving within highly regulated and specialised environments, specifically those catering to vulnerable customer needs
• In-depth knowledge of payment difficulty, hardship, life support, and family violence requirements, processes, and operational landscapes
• Strong interpersonal skills, focusing on building and managing relationships with internal stakeholders
• Understanding of the regulatory / legislative framework that governs the energy market would be beneficial but not essential

This role suits a people person passionate about positive customer and commercial outcomes, that enjoys working in and contributing to a top performing and positive contact centre culture.

Enjoy better benefits - check our website for the full list!

One of the best things about Alinta Energy is we discover better together. If you like the sound of that, and you’re a match for the role, we’d love to talk to you.

Alinta Energy. That’s better.

We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant.

If your application progresses, we will need to complete background and pre-employment checks, such as immigration checks, reference checks, criminal background checks, qualification checks, and additional checks for roles related to finance.

We look forward to hearing from you.

Click ‘Apply’ to submit your application.
Closing date: Sunday 7th March
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