AddressYour New Team
The Customer Operations Team is part of the Intellihub & TasMetering Customer Service Operations team, and are the first point of contact for our customers (retail electricity providers), end users (retail electricity customers), and Intellihub field technicans. The team is responsible for supporting the rollout of electricity smart meters, service lifecycle management, incident management, and supporting end user scheduling. The customer operations team is a key part of the TasMetering and Intellihub team to deploy and support advanced electricity meters .
Your New Role
The Customer Assurance Specialist role is part of the Customer Operations team within Intellihub & TasMetering team reporting to the Customer Operations Manager, which contributes towards the Intellihub & TasMetering objectives of deploying and operating the largest Smart Meter fleet in Tasmania.The purpose of this role within the customer operations team is to work in conjunction with the Field Operations, Data Operations, and Operational Excellence teams, supporting customer enquiries, supporting end user meter scheduling installations, service assurance events, incident management, management of complex issues and escalations.
Key Responsibilities
- Management of complex and escalated service requests, including off supply and compliance issues.
- Manage retail electricity customer-based queries, ensuring resolutions provided and follow ups are completed in agreed timeframes.
- Manage retail customer end user rescheduling and meter exchange enquiries, ensuring meter installation, exchange, remove, and maintenance activities are completed within regulated timeframes.
- Ensure service assurance and service enquiries are responded to and resolved in a timely manner.
- Responsible for managing escalations and complaints from retail electricity service providers to support Ombudsman enquiries.
- Responsible for achieving role KPI’s to enable quality and timely responsiveness to electricity retailers (Customers), end users, field technicians, and internal team members (peers).
- Follow business processes, systems, and work closely with key internal teams to ensure agreed SLAs and OLAs can be delivered.
- Minimum 2 years of relevant experience within an Operational high performing team within Energy, Telecommunications, Banking, Finance, or comparable operational environment.
- Customer focused with a strong drive to achieve best in class customer service and delivery.
- Intermediate to advanced knowledge of Microsoft 365 applications.
- Well organised with clear communication skills, both written and verbal.
- Strong assurance knowledge is desired, including input to output flows, and the ability to identify process gaps and recommend solutions to management.
- Strong analytical skills: ability to solve unstructured problems with minimal supervision and direction, strong organizational and planning skills.
- High aptitude for detailed analysis and strong follow-up skills with the ability to independently identify issues and employ solutions.
- Ability to follow processes, including managing escalations and exceptions from inception to resolution.
- Have a positive attitude and impact on team members
- High attention to detail and accuracy
- Proven relationship building skills
If you have any further questions, please email Chelsea our Talent Partner at *******@intellihub.com.au
