The ideal candidate is responsible for leading and supporting a frontline customer service team responsible for delivering high-quality service to retail electricity customers.
Responsibilities
* Lead, coach, and develop a team of four customer service representatives through feedback, reviews, onboarding, and training.
* Oversee daily customer service operations (calls, billing enquiries, transfers, concessions, hardship support, complaints, and service issues).
* Ensure customer enquiries are resolved accurately, efficiently, and in line with compliance requirements across all channels.
* Act as the escalation point for complex, sensitive, complaint, or vulnerability-related matters.
* Monitor performance and manage compliance by tracking KPIs, ensuring adherence to energy regulations/policies, and addressing service or compliance risks.
* Drive improvement and reporting by monitoring quality/customer feedback, collaborating with internal stakeholders, tracking metrics/trends, and recommending enhancements.
Key Skills & Experience
Experience
* Experience in a retail electricity customer service environment or regulated utilities sector.
* Previous experience supervising or leading a customer service team.
* Strong understanding of electricity retail products, billing, and customer lifecycle processes.
Skills
* Strong people leadership, coaching, and conflict resolution skills.
* Excellent customer focus with the ability to handle difficult or emotional conversations.
* Strong communication skills (verbal and written).
* Ability to balance customer outcomes with compliance and business requirements.
* Sound judgement, resilience, and problem‐solving capability.
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