Broadband Customer Service Lead

2 weeks ago

Melbourne, Victoria, Australia Origin Energy Full time
Develop Origin's customer service strategy and roadmap

  • Newly created role within Retail X
  • Melbourne based

Working for us


At Origin we have a strong purpose and values that challenge us to find the answers to the big energy questions.

Every person that works with us helps us reach that goal. If you bring good energy to Origin, you'll get it in return. A challenging career. An exciting industry. And the support to grow and explore your potential.

About the role
The Customer Service Lead will be responsible for developing the customer service strategy and roadmap. You will be responsible for mobilising system, processes and people while identifying synergies with the core business.


In steady state, the Lead will be responsible for overseeing and managing a team of customer service team members to ensure exceptional service and quality of Origin Broadband to our customers.


Key responsibilities include:

  • Scope system and business requirements to operationalise a service team, including provisioning, billing and credit management. Leverage support teams in RX (Technology, Operations, Marketing) to drive efficiency and seamless customer experience. Identify synergies across multiproduct and customer touchpoints.
  • Assess and implement business integration as Broadband service functionality and capability is unlocked.
  • Work with the network operations lead as they build out the backend capabilities.
  • Work with the project manager to drive scope and timely delivery of customer service deliverables.
  • Mobilise and scale team of broadband specialists, taking on leadership responsibilities, coaching, performance, and development.
  • Compliance with all relevant regulatory codes, legislations and rules.

About you


Strong leadership capabilities are essential, with the ability to motivate and lead a team of customer service representatives to achieve common goals and maintain high levels of customer satisfaction.

With a willingness to continually improve you will demonstrate the adaptability required to evolve our customer service process to meet changing customer needs and business goals.

More about you

  • Empathy: Ability to understand and relate to customer needs and concerns, and to provide solutions that meet their needs.
  • Technical proficiency: Knowledge of customer service tools, processes, and best practices, as well as the ability to effectively use technology to support customers.
  • Processoriented: Ability to create and manage customer service processes that are efficient, effective, and scalable.
  • Strong communication: ability to communicate with customers, team members, and stakeholders verbally and effectively in writing.

Origin - Where good change happens
At Origin, we're powered by people who believe in creating collective change.

We're creating more diverse and inclusive workplaces for everyone because the more perspectives we have, in a place where everyone can belong, the better we can tackle our challenges together.

We are united, yet unique.


If you think you have transferable skills, an appetite to learn and would be a great fit, we'd love to hear from you.


A great team to join
It's an exciting time to join Origin.

Together we're powering a cleaner, smarter energy future for Australia and beyond, always looking for better ways to deliver for our customers - and for our people.


Origin's
Retail business is Australia's leading energy retailer, we provide 4.2 million customers with a range of energy products, services and solutions to keep our homes, businesses and communities going.


As we continue to build a simpler, smarter and more engaging business for the future, we're looking for people who are passionate, curious and customer focused.

People who are excited by the challenge of finding new ways of working, new ways of delivering for customers and more affordable energy.


Origin. Good energy
At Origin, our focus is on getting energy right for our customers, communities, and planet. Because we know it's up to us to shape the future of energy.

For more information contact:
Allison Wright , quote Requisition ID: 83772


Origin recognises Aboriginal and Torres Strait Islander Peoples as the Traditional Custodians of country throughout Australia, and we pay our respects to Elders past, present and future.

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