AddressBig challenges require big solutions. And the transition to a net-zero world is about as big as it gets. Working at Shell Energy - one of Australia’s leading energy retailers - puts you at the heart of that endeavour.
Be part of a team with the expertise and drive to succeed
We are recruiting for an experienced Operations Specialist, based in Brisbane.
The Operations Specialist will be responsible for maintaining Shell Energy’s market leading customer satisfaction throughout all aspects of the customer lifecycle. This will be achieved through the accurate and timely resolution of order management and billing exceptions, as well as resolving any stakeholder enquiries within the internal and external service levels.
With honesty, integrity and respect, you will:
- Processing all market transactions in accordance with the relevant Energy Laws, Rules and Regulations and in accordance with Shell Energy’s policies and procedures;
- Resolving order management, meter data and billing exceptions within internal and external service levels (quality and efficiency);
- Receiving, analysing and responding to complex stakeholder enquiries and complaints received over the phone, email or other mediums;
- Developing and maintaining processes and supporting standard operating procedures for functions within Customer Operations;
- Co-ordinates and oversees the delivery of key functions, including work allocation where required, to ensure customer expectations are met;
- Establishes and maintains relationships with Network Providers and Metering Co-ordinators to ensure timely transfer, consistent meter data delivery and timely completion of service orders that will provide exceptional service to our customers;
- Providing expert subject matter advice to customers, the business or project teams;
- Identifying improvements to existing business processes and systems and to assist in the development of acceptable solutions to improve the level of customer service and performance of customer operations;
- Run operational reporting as required; and
- Managing any special projects allocated by the leadership team.
What you’ll bring
Here’s what you’ll need to thrive in this role:
- Excellent problem solving and analytical skills;
- Ability to quickly learn and adapt to industry CRM and billing platforms;
- Ability to perform under pressure and deliver commercially sound outcomes;
- Ability to work both independently and as part of a team, with diverse range of stakeholders;
- High attention to detail;
- Demonstrated organisation and time management skills;
- Advanced knowledge in Excel and the ability to run reports;
- Facilitation and communication skills, both written and verbal;
- Ability to resolve conflict and negotiate good business and customer outcomes;
- Excellent interpersonal skills and ability to build relationships with a wide range of stakeholders;
- Demonstrated desire and interest in helping stakeholders create positive customer outcomes and maintaining strong relationships;
- Proficient at using the Microsoft Office Suite;
- Effective decision-making;
- Knowledge of the customer lifecycle of a contestable retail electricity customer will be highly regarded; and
- An understanding of the National Electricity Market (NEM), B2B processes and relationships between various participants will be highly regarded.
Why join our team
Every day, our people bring deep expertise, true innovation and investment to help our clients - and the world - reduce their environmental footprint. You can be part of that change.
Here are the top reasons why our people choose us:
- Purpose that you can see. As the Operations Specialist your technical expertise will help us achieve our vision of a better energy future.
- Work that’s interesting, innovative and high impact. We hope you’ll love the challenge and opportunity to achieve - for Shell Energy, your team members, and you.
- People who bring the expertise and drive to succeed. Our team is respectful, inclusive, and prioritises connection and collaboration.
- Competitive remuneration packages, including an attractive incentivised bonus program.
- Generous paid parental leave options that give team members more time to enjoy what matters most.
- Flexible working arrangements, with modern workplaces and technologies that support new, hybrid ways of working.
- An Employee Assistance Program for you and your family when you need it.
https://shellenergy.com.au/about-us/careers/job-vacancies/
Read the stories of our incredible people.
https://shellenergy.com.au/about-us/our-people/
Join us. Together, we can make the difference count.
Shell Energy is an Equal Opportunity Employer that values the diversity of its people. We do not discriminate on the basis of gender, race, religion, colour, national origin, sexual orientation, age, marital status, veteran status or disability.
