AddressMore action is needed to reduce emissions and manage climate change. At the SEC, we are building an enterprising and dynamic team to accelerate Victoria’s transition to renewables and help achieve Victoria’s renewable energy target of 95% by 2035.
We are working together for renewable, affordable reliable energy for all Victorians.
Your role
Your role as the Customer Operations Manager in our Energy Markets business unit will be responsible for overseeing SEC’s retail energy operational processes including customer service, billing, meter data, metering, connections, and credit and collections, ensuring delivery of superior customer service to SECs customers.
Together with the General Manager Customer, you will implement outsource partner relationships, integrating them into SEC’s operating model, and work with technology vendors as a product owner to ensure a seamless and compliant service with a July 2025 deadline.
This role can be based in either our Melbourne CBD office or our regional office located in Morwell.
What you will do:
- Together with the GM Customer, meet the key SEC objective of servicing and billing Government customers by 1 July 2025.
- Managing outsource vendor/s to ensure achievement of set KPIs.
- Ensure provision of exceptional service to customers across connections, billing and general customer service and enquiry resolution.
- Ensure credit and collection processes are optimised to control SEC’s debt position.
- Be accountable in ensuring compliant retail operational processes.
- Lead continuous improvement and optimisation of operational processes to optimise customer experience and enable innovation and delivery of renewable products and services to market.
Your capabilities and areas of expertise that matter most for this role are:
- Deep understanding of Energy Retail Operating processes: Demonstrable experience working across Energy Retail operational processes. Including a level of understanding across customer service, billing, meter data, metering, connections, and credit and collections processes, ideally servicing Commercial and Industrial customers.
- Australian Retail Energy Market knowledge: Strong understanding of AEMO procedures, the Victorian regulatory landscape and breadth of retail industry market knowledge.
- Experience leading customer facing and/or back of house operational teams: Demonstrable experience in an operational leadership role including experience working with outsource partners to deliver against operational performance targets.
- Strong stakeholder management and interpersonal skills: Excellent interpersonal skills and an ability to build strong relationships with internal stakeholders and external partners to collaborate and work in an agile and ever-changing start-up environment.
- Alignment to the SEC ways of working and cultural behaviours: unwavering customer focus, striving for continuous improvement, and demonstrating a proactive can-do attitude in what is a dynamic and fast-paced environment.
- Problem solving skills: Excellent problem-solving skills, a proactive and structured approach to identifying and resolving problems for SEC and for our customers.
- Significant experience working for an Australian Energy Retailer with at least 3 years in commercial and industrial space.
- Demonstrable understanding of Commercial and Industrial customers needs and behaviours.
- Agile project delivery experience ideally as a product owner, project manager or business owner.
- A level of understanding and knowledge of behind the meter and distributed energy solutions such as Demand response, Virtual Power Plants, solar and battery solutions and the impact of these on retail energy products and service delivery.
- Experience identifying, scoping and delivering process optimisation opportunities including articulation of business case for change.
A career with us means you’ll be joining a new and vibrant ‘for purpose’ government-owned renewable energy company that:
- Empowers you to influence how we accelerate Victoria’s renewable energy transition and decarbonise our economy.
- Inspires you through meaningful, challenging work in an environment that encourages leadership and an entrepreneurial spirit.
- Supports your growth through career advancement and professional development opportunities.
- Provides hybrid work arrangements, with around 3 days working in Melbourne or Morwell, with flexible work options to meet individual circumstances, providing greater choice and autonomy.
We have an exciting and ambitious road ahead with a focus on:
- Investing in renewable energy and storage projects that accelerate the transition and deliver commercial returns.
- Supporting households to go all electric to reduce their emissions and energy bills.
- Building the renewable energy workforce our energy transition requires.
We will also play an important role in helping Victorian households to reduce their energy bills and emissions by offering simple and effective solutions to help them switch to electric.
The energy transformation will create thousands of jobs. The SEC will play a role in attracting and training our future renewable energy workforce, including through the SEC Centre of Training Excellence.
How to Apply
We strongly encourage applications from Aboriginal and Torres Strait Islander people. We are also deeply committed to building an inclusive workplace that embraces diversity and people with disability, people from the LGBTIQ community, and people from culturally diverse backgrounds. We strive to create a respectful and collaborative workplace culture that allows all employees to thrive.
Confidence can sometimes hold us back from applying for a job, but we recognise that there’s no such thing as a ‘perfect’ candidate. At the SEC we offer more than a job. We provide a platform for growth, encouraging you to bring your whole self to your role. However, you identify and whatever your background, please apply if this is a role that excites you.
For further information and to explore this opportunity further please contact ***********@delwp.vic.gov.au
Please click the ‘Apply Now’ button. As part of the application process, you will need to provide a copy of your resume and/ or a cover letter (optional) addressing how your skills, knowledge and experience will be relevant to this role.
Applications close at midnight on C.O.B. Wednesday 15th May 2024.
Other things to know
- Applicants must be an Australian citizen, permanent resident or hold a valid work permit to be eligible to apply.
- To receive this information in an accessible format (such as large print or audio) or if you require any reasonable adjustments during the recruitment process, please reach out to ***********@delwp.vic.gov.au
- The SEC affirms that the collection and handling of applications and personal information will be consistent with the requirements of the Privacy and Data Protection Act 2014
