Resolve Team Leader

• Based in our Morwell office with work from home flexibility
• Lead, develop, and motivate a team of Resolve Specialists
• 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 better

We’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 leave

Help us make energy better

About the role:

Through strong leadership and performance management, the Resolve Team Leader will lead, develop, and motivate a team of Resolve Specialists to excel in delivering customer-centric service first point complaint resolution.

You actively work as part of the Customer Advocacy Leader’s group and are expected to provide inspirational leadership to your team, to coach and develop individuals maximising their efforts and contributions across the Resolve team.

The Resolve Team Leader reports directly to the Customer Advocacy Manager, and is accountable for the effective performance and behaviours of the team and the individuals within it while also working collaboratively across the Customer Advocacy and Customer Service Excellent teams in the day-to-day management of teams as well as playing a leading role in frontline feedback that help build frontline capabilities and increase first point resolution of complaints.

In this role, you’ll be:

• Providing advice and leadership to the Resolve Agents across all aspects of the handling and resolution of complaints, and acting as the SME for all complaints queries and escalations
• Monitoring and measuring achievement of performance and behavioural objectives through regular proactive discussions with the Customer Advocacy Manager
• Advising on the professional development needs of the Resolve Agents and the service more broadly and assisting with balancing strategic priorities of the service with available resourcing
• Developing robust business cases to support investment in new initiatives and process improvements that enable greater efficiencies and capabilities
• Developing and delivering reports and presentations alongside the Customer Advocacy Manager that communicate outcomes, recommendations, and results to all levels of the business

Ideally, you’ll bring to the role:

• Experience leading a complaints team in a contact centre environment, as well as being the SME for all complaints queries and escalations
• Coaching and analytical skills, as well as excellent rapport building and customer service skills
• Strong communication and time management skills
• The desire to be results orientated, continually seeking improvement to meet targets
• Knowledge of customer information computing systems and procedures, monitoring and reporting

Help our team deliver a customer-centric first point of complaint resolution.

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: Monday 8th March
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