Customer Support Manager

Do you want to deliver work that truly matters to our community?

There's never been a better time to join the energy industry! At Western Power we're working towards our vision for a clean energy future and we're looking for diverse, passionate people to join our team of world leading experts.

We currently have an exciting opportunity for a Customer Support Manager: Distributed Energy Resource Connections at our Perth CBD Office on a Permanent Full-Time basis.

About this role

Rooftop solar systems, battery energy storage, electric vehicles and other technologies are transforming Western Australia's electricity system. These Distributed Energy Resources (or DER) present opportunities for the way we produce, manage and consume electricity in our State.

This position is critical to achieving a future where DER is integral to a safe, reliable and efficient electricity system, and where the full capabilities of DER can provide benefits and value to all customers.

Responsible for managing the end-to-end customer experience for the connection of all small-scale Distributed Energy Resources (DER) and the continuous improvement of associated products and processes within agreed key performance indicators (KPIs).

What can you bring to Western Power?

• Tertiary qualifications in a commercial or business discipline or a relevant Electricity (network) qualification.
• A broad and/or deep knowledge within a Customer Service environment or related area.
• Demonstrated ability to support and implement customer service strategies with specific knowledge of customer service principles, processes, and practices.
• Strong strategic and operational leadership, influencing, communication and interpersonal skills.
• Experience working with information technology (IT) systems desirable.

Responsibilities

• Managing the end-to-end customer experience for connection of all small-scale Distributed Energy Resources (DER) including renewable (rooftop) energy systems, battery energy storage etc., and the continuous improvement of associated products and processes within agreed key performance indicators (KPIs).
• Ongoing strategic planning, operation and maintenance of processes and outputs as a result of the application and connection of small-scale DER including their registration and management as required by applicable Technical Rules and Regulations.
• Contribute to and participate in strategic planning and positioning of future DER connections processes.
• Continually assess overall performance against functional expectations, intervening as required to ensure achievement of all key performance indicators.
• Monitor customer service process effectiveness, service levels and customer satisfaction.
• Oversee management and operation of customer administration processes.
• Direct management of customer interactions.
• Support Western Power in developing a positive reputation within its communities.
• Meeting allocated legal and regulatory compliance obligations.
• Contribute to and support the planning, budgeting, and reporting processes.
• Manage talent through effective execution of employee performance outcomes through established system and processes and the ongoing development of employees.
• Contribute to and support the Safety, Health, Security and Environmental programs.

What can Western Power bring to you?

• Competitive salary + 11% Superannuation
• Professional Development opportunities including training initiatives and study assistance.
• An award-winning employee recognition and benefits program.
• The opportunity to purchase up to four weeks of additional leave per year.
• Access to salary packaging, social club activities, discounted health insurance and gym membership.

Our commitment to Diversity

We are committed to our Disability Access and Inclusion Plan 2021 - 2027 and ensuring that people with disability have equal opportunities to gain and maintain employment with Western Power. It is strongly encouraged that people with a disability who meet the inherent requirements of the position description apply for this role.

We are also proud to have launched our Innovate RAP in Mar 2022 (Reconciliation Action Plan). Our Innovate RAP outlines our commitment to the Reconciliation journey in WA.

Like what you hear?

Submit your application by clicking the ‘apply' button.

Our recruitment process requires that all candidates who progress to the pre-employment stage must hold a police clearance issued within the last six months.

Applications close on 3 April 2024.