SA Power Networks has an exciting opportunity for a Customer Service Manager to join our Customer Experience team on a permanent basis.
Who we are
SA Power Networks delivers energy solutions to empower South Australia today and in the future.
We are always seeking to build a more sustainable, efficient, and innovative business that creates real value for our customers.
As one of the State's largest employers, we have a commitment to integrity and take pride in doing the right thing for our people, customers, and community.
Progress your career and help us in empowering South Australia.
About the opportunity
Are you passionate about enhancing customer experience and leading a dynamic team?
SA Power Networks is looking for a Customer Services Manager to oversee our call center operations and customer communications, ensuring excellence across all touchpoints.
This role offers a unique opportunity to make a meaningful impact on customer satisfaction and operational excellence within a collaborative work environment that prioritizes continuous improvement.
Additionally, it provides ample opportunities for professional growth and development, allowing you to enhance your skills and advance your career.
Key Responsibilities:
Lead the General Enquiries, Industry Enquiries & Bookings, Energy Advisory, and social media functions.
Collaborate with key stakeholders to foster a customer-focused culture.
Manage customer communications during major events as a vital member of our Emergency Management Team.
Oversee service levels and ensure our 24/7 Faults and Emergencies reporting service meets our high standards.
Key role objectives
Drive the strategic direction of contact centre operations, ensuring alignment with organisational goals and the delivery of seamless customer experiences across all touchpoints.
Develop and implement advanced customer communication and messaging strategies, optimising how the organisation engages with customers and ensuring clarity, consistency, and responsiveness in all interactions.
Work closely with the CX Performance and Insights team to action data-driven insights to continuously refine and enhance customer service practices and outcomes.
Champion a culture of innovation and performance within the contact centre, promoting collaboration and a customer-centric mindset across all teams.
Essential role requirements
Degree in a business-related discipline or significant relevant management experience in a complex operational and customer orientated environment within the electricity or a regulated industry.
Current driver's licence (Class C) What we offer
An opportunity to join an organisation recognised for its innovation, technology, growth, and community service.
Up to $900 in electricity reimbursements each year.
Automatic coverage from SA Power Networks Income Protection Scheme.
Primary Parental Leave (18 weeks) and Secondary Parental Leave (5 weeks).
Salary sacrifice benefits; fleet or novated car lease.
An industry-leading focus and reputation for safety and wellbeing.
A commitment to work-life balance with truly flexible working arrangements, a great team environment and a career focus with development opportunities.
How to Apply
To apply click 'Apply'.
Applications should include both a Resume & Cover Letter.
Selection process may include psychometric/cognitive aptitude testing.
For queries only, please contact Tania Rodgers at .
Applications Close Wednesday 6 November
SA Power Networks is an equal opportunity employer committed to a diverse and inclusive workplace and encourages applications from all genders and people of Indigenous backgrounds.
For more information about SA Power Networks visit .
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