Customer Care Team Manager
Agency Jacana Energy Contact
Leon Cleal at
Work Unit Customer Experience Agency information
Job title Customer Care Team
Manager
Information for applicants
Designation Jacana Energy Level 3 Applications must include a one-page
Full time summary about you, a detailed resume, and Job type copies of tertiary qualifications. For further
Duration Ongoing information for applicants and example applications see:
Salary $107,296 - $130,442 OCPE website.
Location Darwin Special Measures
Jacana Energy values diversity in the workplace
Position 35321 that represents the community. Therefore, under
number an approved Special Measures Plan, eligible
Aboriginal and Torres Strait Islander (Aboriginal)
RTF applicants will be granted priority consideration for
Closing 04/03/2026 selection. For more information on Special Measures, go to the OCPE website.
Information about selected applicants' merit
If you accept this position, a summary of your
merit (including work history, qualifications,
experience, skills, etc.) will be provided to other
applicants to enable transparency and
understanding of the decision. For further
information see: OCPE website.
Apply online link.
41686
ABOUT THE ROLE
The Customer Care Team Manager is primarily responsible for leading, motivating and
coaching a designated team of contact centre agents to achieve sales and customer
service business objectives and to ensure the efficient operation of the customer service
activities.
CORE RESPONSIBILITIES
What you will be doing:
1. Lead core operational functions across contact centre, to ensure efficient, compliant,
and customer-focused service delivery.
2. Foster a high-performing, inclusive team culture by promoting psychological safety,
collaboration, and a strong customer service ethos aligned with Jacana Energy's
values.
1. Drive employee performance and development through structured coaching, feedback,
and capability-building aligned with organisational goals and KPIs.
1. Manage workforce operations, including resource planning, rostering, real-time
monitoring, and workload balancing to optimise service levels and productivity.
1. Support system and technology implementation, ensuring smooth integration, ongoing
management, and continuous improvement of operational tools and platforms.
1. Champion process improvement and innovation, reviewing and refining business
practices to drive efficiency, effectiveness, and service excellence.
1. Build strong stakeholder relationships, demonstrating professionalism, adaptability, and
the ability to influence and align cross-functional priorities.
1. Comply with the Northern Territory Public Sector (NTPS) and Jacana Energy Code of
Conduct, policies, procedures and all applicable regulatory guidelines.
SELECTION CRITERIA
The ideal candidate must have:
1. Proven leadership in regulated environments, with experience managing a team of
employees in a telephony-driven contact centre and delivering high-quality customer
service.
1. Strong coaching and development capabilities, with a focus on building team capability,
aligning with organisational goals, and fostering cross-functional collaboration.
1. Excellent communication and interpersonal skills, with the ability to adapt across diverse
audiences, manage conflict, and build trust with stakeholders and customers.
1. Demonstrated expertise in workforce management systems, including resource
planning, rostering, real-time monitoring, and workload balancing to ensure operational
efficiency.
1. Advanced problem-solving and strategic thinking, with sound judgement, discretion,
and the ability to prioritise effectively in dynamic environments.
1. High digital and analytical literacy, including experience with data analysis, reporting,
and translating insights into actionable business recommendations.
1. Commitment to compliance and governance, with the ability to work within policies,
procedures, legislation, and corporate systems.
1. Alignment with Jacana Energy's values of Honesty, Innovation, Teamwork, Diversity,
and Employee Wellbeing, and a demonstrated ability to contribute to a positive,
inclusive team culture.
You may also have:
1. Previous contact centre experience with an energy retailer.
CORE COMPETENCIES
Our core competency guide is the foundation tool in building and developing individual
employee growth, and outlines the behavioural skills and performance expected of all
employees across our organisation which aligns to Jacana Energy values.
Cultivates Innovation Creating new and better ways for the organisation to be
successful.
Decision Quality Making good and timely decisions that keep the
organisation moving forward.
Manages Conflict Handling conflict situations effectively with a minimum of
noise.
Optimises Work Processes Knowing the most effective and efficient processes to get
things done, with a focus on continuous improvement.
Values Differences Recognising the value that diverse perspectives and
cultures bring to an organisation.
HOW TO APPLY
If you meet the above selection criteria and have the required capabilities, apply for this
vacancy online at
FURTHER INFORMATION
The recommended applicant may be required to undergo a criminal history check prior
to selection being confirmed. A criminal history will not exclude an applicant from this position
unless it is a relevant criminal history. When choosing to apply for this position,
the applicant should consider the full requirements of the position in aligning their work
experience and capabilities to this role.
Jacana Energy offers a range of employee incentives. Head over to our careers
page for more.