Job DescriptionWe are uniqueEssential Energy is an organisation that values your voice, empowers your autonomy, recognises the strength in diversity, and prioritises your well-being while offering attractive remuneration and benefits.
Take pride in having a meaningful impact on regional, rural and remote communities while being a pivotal player in the energy industry's future.About The RoleWe currently have an opportunity for a Customer Resolutions Team Leader to join the growing Customer and Commercial team.
The role is based at Port Macquarie or anywhere within Essential Energy's operational footprint with the flexibility to work from home in a hybrid environment.The Customer Resolutions Team Leader will oversee the operations of Customer Resolutions, ensuring that customer claims and complaints are handled in a timely and effective manner.
We are seeking someone with a passion for leadership who can demonstrate experience engaging and motivating teams to achieve their best and make work rewarding, fun, and enjoyable.
You will be someone who displays a high degree of care and understanding and is able to achieve this in a blended working environment.The Customer Resolutions Team Leader is responsible for the effective leadership of operational activities relating to Customer Resolutions ensuring that customer concerns are handled in a timely and effective manner in accordance with statutory obligations and with the highest level of customer service.The Team Leader will support the Customer Resolutions Manager with implementing improved processes and ensuring the delivery of high customer service and support to customers and stakeholders while assisting to build an empowered team culture.About YouDemonstrated experience in a similar leadership role in a customer service environment.Demonstrated experience in leading and managing a team of customer service professionals.Proven experience managing complaints in complex and changing environments and the ability to handle escalated complaints including those from the Ombudsman.Sound commercial judgement and the ability to quickly weigh business vs customer concerns to achieve sensible outcomes.Experience working in a fast-paced environment with multiple complex issues occurring or emerging at once.Ability to produce regular reporting and interpret data and put in place process and system improvements.Strong stakeholder management both internal and external.Required Qualifications | SkillsDiploma of Leadership and Management or demonstrated capability through past employment experience and/or relevant qualifications.Strong leadership capability and skills with the ability to lead a team in the delivery of successful business outcomes.Excellent interpersonal and communication skills with the ability to establish and maintain effective relationships with all internal and external stakeholders and communicate, influence, and negotiate outcomes to meet business objectives.Ability to plan, monitor, assess and analyse workplace practices to ensure goals are achieved by specific deadlines.Strong research, problem-solving, and decision-making skills.Proven skills to enable the provision of quality reporting and policy and process development skills to drive continuous improvement opportunities.Time management techniques and organisational skills with the ability to meet business targets, perform under pressure and manage a complex and varied workload.Strong skills in computer operations and business systems relevant to the role including information systems supporting Customer Resolutions.Why Essential EnergyWe offer competitive remuneration commensurate with skills and experience and 16% superannuation.
Essential Energy provides employees with a broad range of employee benefits, including product discounts, Health Programs, and 26 weeks parental leave.
For more information on our benefits, please visit the employee benefits page.We are proud to be recognised as a WORK180 Endorsed Employer for All Women.As a pivotal player in the future energy industry, our organisation takes a future horizon perspective and isn't afraid to make decisions for the long term.
Our people do the same, knowing that their perspective, effort and achievements are critical to the success of our whole organisation.For further information please contact Elaine Gillman, Customer Resolutions Manager, on 0419 575 296.Applications close on January 26 2025 at 11:55pm.Essential Energy is committed to building a culturally diverse and inclusive workplace and strongly encourages applicants to apply regardless of gender, age, ethnicity, sexual orientation, or disability.
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