Head of Customer Hub

1 month ago

Melbourne City Centre, Australia Energy Safe Victoria Full time

Our purpose is to keep Victorians energy safe and ensure energy is used confidently. Through education, regulation and enforcement, we work to ensure that energy safety, supply and efficiency are a priority in Victoria and something our customers can be confident in. Our people come from a wide range of professions with diverse skills and experience driving the success of ESV.
About the opportunity
We are on a journey to deliver consistent, efficient, and effective services to regulated energy entities, gas and electrical trades, small business and the Victorian community.
To help us with this journey, we have an exciting 12 months maximum-term senior management opportunity as Head of Customer Hub (Program Manager) to make a real impact in the Customer Experience space by establishing a Customer Hub using human centred design principles.
As this is a greenfield project, the first phase will require you to assess and validate a customer hub concept, requirements business case and Executive endorsement. This will provide us a roadmap to establish a centralised front and back operation aimed at providing a positive and consistent customer experience.

**To be successful, you'll have**:

- Minimum 5 years' experience in the design and implementation of a customer operation, in a complex environment, with demonstrated outcomes.
- Strong culture building skills including the ability to build high performing teams through coaching and performance development.
- Extensive project management experience, particularly in the implementation of new people systems, technology, and processes.
- Excellent communication and interpersonal skills with a broad range of stakeholders including senior Executives, employees, industry, and peers in the project community.
- Highly developed analytical skills with the ability to interpret data and make informed decisions with a strong business acumen.

How to apply
Applications close at midnight Friday 18 August 2023.

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