Customer Operations Leader

3 months ago

Melbourne, Australia Origin Energy Full time

Salary + annual performance review/bonus
- Opportunity to get in at ground level and help build the team
- Melbourne based

**Delivering good energy starts from within**

It’s an exciting time to join Origin. Creating a great place to work means together we’re progressing our ambition to lead the energy transition through cleaner energy and customer solutions. We’re always looking for better ways to deliver for our customers - and for our people.

**About the role**:
In our newly created Broadband team, this Customer Operation Leader role will be different to any other leader role you may have held before. Whilst we work together as one large Origin family, the team you lead will be your team. It is an autonomous business that looks after 12,000 to 30,000 customers and as a leader, you will be responsible for the happiness of your customers and the team.

You will use your commercial awareness to run a highly efficient team while considering your cost to serve. You will be responsible for resource planning and have the ability to make decisions around your team’s incentives, their hours of work and their leave.

The operating hours for the Broadband team are 8am - 11pm Monday to Sunday. To ensure our Telco Specialists are supported, our Customer Operations Leaders across our Melbourne and Adelaide sites will be required to work during these hours on a rotating basis.

**Why this role matters**:

- You will champion a world class customer experience by being the escalation point for your teams’ customers, resolving the most complex cases and making suggestions to drive efficiencies and customer experience in the business.
- Team happiness - you will drive your teams engagement and are responsible for their professional development. You will understand their goals and provide training and guidance on areas for improvement. It is up to you to decide how to motivate and incentivise to drive a culture of high performance.
- You will have financial discretion for your business and will understand a P&L statement and how to manage your portfolio, costs, and incentives to ensure you maximise customer and business outcomes.
- As the first line of defence, you will ensure that your business meets its compliance and regulatory obligations.

**What will you bring?**

This presents a unique opportunity to play a pivotal role in shaping a function and assembling a team within Origin, carrying with it significant responsibility. We are looking for someone with drive and motivation, coupled with a high level of business acumen. You'll be a natural leader with the ability to inspire and motivate your team and be skilled in setting clear goals and expectations.
- Experience leading teams, including financial management and workforce planning experience.
- You will show a demonstrated ability to document control issues, business impact and action management plans for your team.
- As you will be supporting the team build, significant experience within the telecommunications industry is essential.

**So, why join us?**
- Discounted Origin products benefits for employees, including Electrical, Gas and Internet offers
- Hybrid working environment, opportunity to connect with your team in our CBD office while working from home 2/3 days a week
- Competitive salary + annual performance bonus + performance based reviews
- Origin 360 Electric Vehicles (EV) employee subscription offers a fantastic range of EVs, with flexible month-to-month plans and no lock-in contract.
- Free and confidential counselling for employees and family members.
- A great high energy team, that encourages interesting, rewarding, and engaging work

**Origin - Where good change happens**

At Origin, we’re powered by people who believe in creating change.

Enjoy a challenging career in an exciting industry where you can grow and explore your potential. If you think you have transferable skills, an appetite to learn and would be a great fit, we’d love to hear from you.

**_Background checks may be required to determine your suitability for this position as part of the recruitment process and during your employment. These checks may include police checks, AusCheck, medical assessment and/or drug and alcohol testing._**

Please note unsolicited CVs from agencies will not be accepted.

**_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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