Customer Care Manager, ENGIE Retail, MelbourneJoin to apply for the Customer Care Manager, ENGIE Retail, Melbourne role at ENGIE AUCustomer Care Manager, ENGIE Retail, MelbourneJoin to apply for the Customer Care Manager, ENGIE Retail, Melbourne role at ENGIE AUAt ENGIE, every talent has a role to play in accelerating the energy transition. Make a difference and enjoy a fulfilling professional experience. Take on exciting challenges and build a career path that reflects who you are.Join us and be part of the adventure of the century!At ENGIE, great adventures always start with a simple "hello" and the desire to take action for tomorrow.If, like us, you strongly believe the energy transition holds opportunities for you and for everyone, then look no further, you belong with us!Become a "Transition Maker", join the Group to experience fulfilling opportunities and build a career that suits you.The RoleYou’ll be responsible for leading and empowering the customer service team to deliver outstanding support and service experiences. You’ll play a pivotal part in driving customer satisfaction, retention, and loyalty—key factors in the company’s long-term success. Acting as the voice of the customer across the organization, you’ll ensures that both customers and service agents are central to decision-making and operational improvements.You’ll be involved in developing and executing customer service strategies, policies, and procedures that promote consistency, efficiency, and excellence. You’ll be accountable for managing customer interactions across all touchpoints, resolving escalations effectively, and ensuring service levels meet or exceed expectations. Additionally, this position oversees cost-to-serve performance and contributes to financial and operational goals. Success in this role requires strong leadership, strategic thinking, cross-functional collaboration, and a commitment to continuous improvement and service innovation.About YouProficient in overseeing a large-scale call centre or customer service leadership within a highly regulated sectorSkilled in formulating strategies with a solid problem-solving abilityData-driven decision-maker who can analyse customer care metrics and implement improvementsCustomer-centric professional with deep understanding of service excellence principlesAdaptable leader comfortable with change managementStrong communicator with exceptional interpersonal skillsResults-oriented with strong organisational and time management skillsCollaborative team player who can work effectively across departmentsLocationBased at our office in Southbank, MelbourneHybrid working arrangement with flexibility between office and remote workRegular presence at our ENGIE office is required for cross-functional collaborationENGIE is an equal opportunity employer, promoting diversity and committed to creating an inclusive environment for all. All applications are screened based on business needs, job requirements and individual qualifications, without any regard to origin, age, carer’s responsibilities, sexual orientation, gender identity, pregnancy, religion, marital status, health, disability or political opinions. Aboriginal and Torres Strait Islander peoples, people with disability, people from diverse cultural and linguistic backgrounds and people of the LGBTIQA+ community are encouraged to apply. 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