Opportunity for Experienced Team Leader to Drive Customer Satisfaction
CitiPower and Powercor electricity distribution networks service 1.9 million customers in Victoria.
Reliable, safe, and affordable electricity is provided by the companies, independently rated as the best in the country for efficiency.
This exciting opportunity involves leading and developing the Customer Requests team.
The team is responsible for pre-offer tasks and coordinating minor customer projects in line with business policies and procedures.
As a member of the Customer Connections & Requests Leadership team, you will collaborate with peers to ensure team resources are optimally utilised across key functions while maintaining agreed service levels.
Key responsibilities include:
* Enable others to participate in decision making considering broader business agenda and objectives
* Contribute to plans that build team morale, employee engagement and generate commitment to company vision and strategy
* Establish and monitor individual and team KPIs/goals aligning with the business unit and corporate targets
* Manage team member performance and development monthly within organisational performance framework
* Establish a performance improvement culture identifying and implementing improvement initiatives
* Lead a team fostering customer centric culture delivering Powerful Customer Service to internal and external customers
* Ensure customer enquiries are resolved in a timely professional and courteous manner initiating ongoing improvement initiatives increasing customer satisfaction and reducing escalations and complaints
* Successfully develop and embed fit for purpose capabilities processes or process improvements meeting agility needs for the business to be competitive
You are an adaptable driven and caring leader with experience leading large teams in provision of customer facing services in regulated complex environments maintaining operational performance through significant organisational change.
Desirable qualifications include tertiary qualifications with technical commercial or business management focus.
A continuous improvement mindset with demonstrated experience optimising work processes is essential.
Experience using Salesforce and/or SAP platforms is advantageous.
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