Customer Service Manager

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Are you passionate about renewable energy and eager to make a positive impact and generate change? Do you thrive in a supportive and collaborative work environment where your contributions are valued and recognised? If so, we have the perfect opportunity for you

About Diamond Energy, an Energy Bay Brand

Energy Bay is rapidly expanding along the renewable energy value chain and across multiple geographies, with the goal of decarbonising industry.

Established in 2016, Energy Bay offers specialised distributed renewable energy solutions to facilitate enterprise customers and property landlords through the energy transition. Founded on the values of innovation, value creation and social responsibility, Energy Bay is backed by impact capital from Australia's largest private financial sponsors, including Grok Ventures, Soletto and Skip Capital.

An exciting opportunity (Full-time role) has arisen in the Customer Service team at Diamond Energy, an Energy Bay brand.

Diamond Energy prides itself as a leading renewable energy, electricity retailer that has earned a CHOICE recommendation in 2023 We are dedicated to providing sustainable and clean energy solutions to our customers. As a growing company with big dreams, we offer an exceptional working environment where you can expand your experience and be part of a meaningful mission to create a greener and cleaner future.

We are looking for a commercially driven and experienced Customer Service Manager who is passionate about renewable energy to join our dynamic team. This role is responsible for leading the customer service team to deliver outstanding service to Diamond Energy's mass market, embedded network and commercial customers. This role ensures all customer interactions align with our brand values of sustainability, responsiveness, and integrity. The Customer Service Manager will oversee day-to-day operations, coach team members, and work cross-functionally to enhance the customer experience.

To learn more about Diamond Energy, please visit https://diamondenergy.com.au/

Energy Bay has a distinctly unique, transparent, and constructive company culture. We are a team focused on maximising the scale and impact we create in the energy transition. We are seeking to build on our existing culture and create a diverse team with wide range personal and professional experience, with a long-term focus on execution and the highest standards of delivery.

Our Vision: Generating Change

Our Mission: Your partner in delivering decentralised net zero energy solutions

Our Values: Zero Harm | Enduring Solutions |Customer Driven |Trusted Partner

As a Customer Service Manager with Diamond Energy, you will be responsible for:

• Lead, mentor, and develop a high-performing customer service team including Team Leaders and staff members.
• Develop and implement customer service strategies that enhance customer satisfaction and retention.
• Monitor customer service metrics (e.g., response time, first-call resolution, net promoter score) and provide weekly dashboard and monthly reports.
• Drive a culture of continuous improvement, customer-first thinking, collaboration, knowledge sharing, and continuous learning within the team and across departments
• Work with HR to establish and maintain development pathways for Customer Service team members.
• Provide regular feedback on team member performance, focusing on both quality and productivity.
• Support the recruitment and onboarding of new staff according to the agreed resource plan.
• Maintain and regularly update all training material and induction documents to reflect regulatory changes, compliance risks, and industry best practice.
• Manager phone system setup, ensuring configuration supports effective communication, call flow management, and service quality.
• Use CRM and customer data to generate insights and improve service.
• Identify and implement opportunities for automation, self-service, and process streamlining that enhance compliance and reduce manual handling risks.
• Prepare and deliver monthly reporting to management, incorporating insights on performance, resourcing, trends in customer issues, and compliance breaches or risks.

You will be successful in the role if you possess:

• At least 5 years of experience in a customer service role with exposure to escalations preferably in the energy and utilities sector experience.
• Experience in a B2C service-based industry essential.
• Supervision of staff including performance management, recruitment and training of team members.
• Strong written and verbal communication.
• Understanding of energy sector compliance and customer obligations
• Familiarity with systems including Sling, CRMs, and phone systems
• Positive, enthusiastic attitude.
• Proactive and accountable.
• Organised with strong time management.
• Ability to motivate, lead, and develop a high-performing team

You'll love working here because:

• We believe in responsibility and reward you for taking initiative

• We're a successful, fast-growing company with an entrepreneurial vibe

• We love to promote internally and offer development opportunities

• Comprehensive training and mentorship from experienced professionals

• New office location, with stunning panoramic views, close to Burnley train station

• We have a great work culture, come and join our team

By joining our team, you'll be contributing to supporting renewable energy. Your work as a Customer Service Manager will directly impact our ability to help our customers live greener and cleaner.

Diamond Energy prides itself on being a diverse and an equal employment opportunity employer.

Salary match Number of applicants Skills match

Your application will include the following questions:

• Do you have full working rights in Australia? Will you require sponsorship either now or in the future? How many years of experience do you possess in a customer service leadership role? What is your notice period if you have been successful for this role? What are your salary expectations (base + super) total remuneration package?

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What can I earn as a Customer Service Manager