Customer Service Operations Manager

Customer Service Operations ManagerJob no: 500113
Work type: Permanent - Full Time
Location: Morwell
Categories: Customer Service, Retail Markets

• Based in our Morwell office
• Oversee our Morwell Customer Service contact centre
• 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 betterWe'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 leaveHelp us make energy betterAbout the role:The Customer Engagement (CE) division of Alinta Energy is accountable for the sales, service and vulnerable customer management for the Retail business. This is delivered through four key operational functions: Customer Service (and Sales), Advanced Customer Care, CX and BI and Digital Enablement, and cover the sales, service and digital enablement of our customer base.Over the next few years our customer base will change shape, while growing. This growth needs to be achieved while improving the customer experience, and reducing our cost to serve. The Operations Manager - Customer Service, Morwell, will be critical to this success in delivering a multiple cross-skilled centre capable of managing all front of house functions, escalations, sales and retention and tactical improvements to support day to day operations. The role will report directly to the Head of Customer Service Excellence.In this role, you'll be:

• Managing and accountable for the customer experience delivery of the Morwell Customer Service Centre, including the monthly-cyclic contact centre scorecard down to agent level
• Identifying and resolving all recurring customer pain-points
• Demonstrating positive visible and practical leadership in the day to day management of all inbound/outbound service activities
• Collaborating with a range of stakeholders to ensure support and alignment to the Retail goals, the Customer Engagement Goals and Service Functional Lead Program of Work and prioritisation
• Recruiting, developing, and performance managing individuals to create an effective performance culture to meet required business outcomes

Ideally, you'll bring to the role:

• Experience in a similar role leading at least 10 team leaders in a group at once
• Detailed knowledge of Customer Information Systems
• Experience working with senior stakeholders, managing people and coaching agents
• Experience in managing and implementing change
• Detailed knowledge of gas and electricity markets and associated rules/codes

This role suits an experienced Customer Service Operations Manager from a contract centre background, with strong people relationship and management skills.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: Thursday 11th April
LinkedIn#LI-CH1Advertised: 28 Mar 2024 AUS Eastern Daylight Time
Applications close: 11 Apr 2024 AUS Eastern Standard Time