Senior Connections SME

About us and our culture
Jemena is an Aboriginal word meaning 'to hear, listen and think' and our business has evolved over nearly 200 years! Our origins go way back to 1837 when The Australian Gas Light Company was established. Pictured here is an original gas streetlight in Sydney, lit by us, many years ago. We are an Australian energy company who owns and operates over $12.4 Billion worth of gas and electricity transportation assets across Australia supplying millions of households and businesses with essential services every day.
We focus on being fun, supportive, collaborative and forward thinking people at Jemena. Be part of a forward thinking culture with genuine people leaders that encourage your growth, continuous improvement and new ways of working. We empower our people to reach their potential. Prioritising our employees' wellbeing, equal opportunities, along with empowering a fully diverse and fulfilled workforce is key.
Our people are our greatest asset so having various flexible working options, remote working, paid parental (primary & partner) leave and leave purchase plans amongst many other benefits, is a key foundation to our success. We also have an array of well-being options to support our people. Jemena & Zinfra are certified as a Family Inclusive Workplace. We are also an endorsed employer of Work180 - Jobs For Women. We are passionate about what we do, and we are proud of who we are.
Here's an overview of our role:
We are seeking a highly skilled and experienced Senior Connections Subject Matter Expert to join our dynamic team. The Senior Connections SME will play a crucial role in overseeing the end-to-end performance of JEN's Connections services, with a focus on CT metering. This role involves serving as the primary point of contact for expert support and resolution of escalated issues from internal teams and external service providers.
Key Responsibilities:

• Manage the overall performance of Electricity Connections services, including CT metering.
• Act as the key contact person for handling escalated issues from internal teams (e.g., Customer Care) and external service providers (Contact Centre and Field Services).
• Provide subject matter experience and support to team members including service providers
• Handle escalated customer complaints and provide a resolution within the agreed time frame
• Monitor and manage performance KPIs for Electricity Connections.
• Oversee service provider performance through JESA and Startek MBR.
• Supervise CT metering processes to ensure accuracy and compliance.
• Facilitate the Connections handover process and understand the CIC works pipeline.
• Adapt to dynamic environments and evolving regulatory requirements.
• Optimize processes and workflows to enhance efficiency and effectiveness.

Qualifications and Experience:

• Significant experience in a similar role within the electricity distribution or utilities industry.
• In-depth knowledge of Electricity Connections processes and CT metering.
• Strong understanding of regulatory requirements and compliance standards.
• Excellent communication, negotiation, and problem-solving skills.
• Proven ability to manage relationships with internal and external stakeholders.
• Experience in performance management and process optimization.
• Ability to thrive in a fast-paced and dynamic work environment.

We provide you:

• Jemena is among the first companies in Australia to be accredited as a Family Inclusive Workplace
• flexible work arrangements, empowered to work your way & agile + additional leave benefits!
• primary & secondary parental leave & well-being and family support benefits
• numerous career development pathways + yearly financial support to upskill
• annual bonuses + generous $$$ employee referral program
• empowering you within a fun, diverse and inclusive culture
• group benefits galore for all employees!
• genuine focus on work / life balance

Diversity, Inclusion and Belonging
We understand and value the multiple strengths and contributions of a diverse workforce, the ability hybrid where possible, and our Reconciliation Action Plan is demonstrated commitment to employment, business, and partnership opportunities with Australia's First Peoples. We actively encourage applications from people of all ages, genders and backgrounds including Aboriginal and Torres Strait Islander peoples, People with Disability and LGBTQIA+. When you join Jemena, you become part of our diverse, inclusive and passionate team, where you can be your committed self.
Recruitment Process:
During our recruitment process, you will be required to undergo pre-employment checks including pre-employment medical, reference checks, national police check. Notice to Third Parties: Jemena does not accept unsolicited resumes (or liability associated with fees or costs) from recruitment agencies, search firms or third parties. Interested candidates are welcome to submit their application independently.