About UsEnergy is changing, and the entire system is being remade, harnessing the sun and wind. At EnergyAustralia, our strategy is to make this transition simple for all our customers. We are all about empowering our employees to bring their whole selves to work. It's a fantastic time to join us as we continue to evolve and provide energy solutions for Australians now and into the future. 2025 is proving to be another exceptional year for EnergyAustralia, and we are excited about the prospect of welcoming an experienced contact centre leader to our Customer Vulnerability team based in Melbourne!So, if you are curious about how your leadership skills and experience can support and lead a team of Customer Welfare consultants, who are assisting our vulnerable customers facing significant hardship, we would love for you to apply for this very exciting and rewarding role!About the roleThe Energy Assist Team is responsible for working with our most vulnerable customers to assist and help resolve the impact of financial hardship by providing tailored payment solutions. You will drive high performance through coaching and mentoring and be accountable for managing, developing, and implementing improvement initiatives to progress and advance results across the centre and the wider team.Day to Day responsibilities include:Lead and inspire a team of agents to deliver excellent levels of individual/team performance and customer satisfactionDeliver best practice programs that provide effective customer restoration, community-based support and robust debtor managementEnsure all regulatory obligations relevant to the Ombudsman's and Customer Hardship Programs are met and monitoredWork with the management team to identify and deliver positive change and business efficienciesWhat we're looking forTo be successful in this role, you will be a passionate leader focused on driving positive outcomes through effective coaching and inspiring teams to be their best! We're looking for an experience contact centre leader with:Experience coaching and managing performanceExcellent people management and coaching skills with a proven ability to negotiate and influence a broad variety of internal and external stakeholdersInnovative approach, seeks ways to improve on past experiences by providing creative solutionsAbility to build effective relationships, influence and communicate with a diverse range of stakeholders to achieve support and deliver desired outcomesExceptional people skills with an approachable natureWhy UsAt EnergyAustralia, we are committed to providing an inclusive culture so our employees can bring their whole selves to work and have a sense of belonging. As an employee, you can enjoy such benefits as:Discounts on your energy bills for you, your friends and familyAn internal mobility program where our employees career development comes first.We offer 20 weeks paid parental leave that's completely gender-equal. We've removed the primary and secondary carer distinction to give everyone the same benefit.If you're ready to 'light the way' towards your next career move into the Energy sector, click the 'Apply' button & complete the online application form before Friday the 6th of December. If you would like a confidential conversation, please email ******
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