Customer Operations Manager - Energy Retail

Customer Operations Manager - Energy Retail

Melbourne

• $120k-$140k + Super + Bonus
• Exciting opportunity to join an award-winning Australian Energy Retailer
• Full time, permanent

COMPANY:

JD Ross Energy have partnered with a growing Australian Energy Retailer, this is a fantastic opportunity to be part of a high calibre team with exciting growth plans. The company has experienced astonishing growth over the past 3 years and is showing no signs of slowing down.

You will be responsible for ensuring a customer centric and compliant culture within the customer engagement team. This is a hands-on role where you will lead by example and ensure the smooth operations of customer facing staff.

RESPONSIBILITIES:

• Team Leadership: Lead a team of customer service coordinators, providing clear direction, guidance, and coaching. Foster a positive and collaborative team environment that encourages open communication and empowers team members to excel in their roles.
• Customer Experience: Uphold the highest standards of customer service excellence. Collaborate with your team to handle inquiries, resolve issues, and address concerns from C&I clients promptly and professionally.
• Operational Efficiency: Monitor and manage the team's key performance metrics, ensuring that response times, and case resolution timeframes are consistently met. Identify process bottlenecks and inefficiencies, and work to implement solutions that optimize workflow and streamline operations.
• Complex Query Management: Handle and resolve complex customer queries such as Greenfields, Novations, Contract Variations. Collaborate with other departments, such as sales and billing, to ensure complex issues are resolved effectively.
• Reporting and Analysis: Maintain accurate records of customer interactions, trends, and feedback. Regularly analyze data to identify areas for improvement, devise action plans, and track the success of implemented initiatives.

YOU WILL HAVE:

• At least 3-5 years of experience in customer service or similar role within the energy and utilities sector.
• Demonstrable experience with Microsoft Office suite at an intermediate level, in particular Microsoft Excel
• Knowledge of the Australian (NEM) energy industry, understandings of the energy markets.
• Excellent communication skills, both written and verbal, along with active listening abilities.
• Problem-solving acumen, particularly in addressing complex customer issues and finding win-win solutions.

This is a fantastic opportunity to join an award-winning Australian Energy Retailer, for more information around jobs within Renewable Energy or to apply please email Jonathan at *************@jdrossenergy.com