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Manager Customer Care

3 months ago

Newcastle, Australia Ausgrid Full time

Date: 12 Jan 2024- Location: AU- **Ring in a New Career Exciting opportunity for a Contact Centre Manager**
- **$181k | 15.5% super | Monthly day off | Bonus | On-site Wallsend/Newcastle location**
- **Ready to lead the heartbeat of customer support?**

***

**Just imagine a future where households and businesses can generate their own energy and sell it back to the grid, ultimately connecting communities and empowering lives. Are you ready to play your part in an evolving industry?
Ausgrid is on an exciting transformation journey and now is the time to be a part of something big. We are proud to service Australia’s east coast, as a leading business in energy distribution, delivering a safe and reliable electricity supply to more than 1.8 million homes - that’s over four million Australians relying on us every day.

Our vision is simple; for our communities to have the power for a resilient, affordable net zero future.

We take pride in knowing that the work we collectively achieve today, will transform the world tomorrow. We value a culture of working and living safely, being customer focussed, commercially minded, collaborative, honest, accountable, and respectful. Our values are not just initiatives driven by leaders; they define the way we work.

**Meet our team**
Welcome to our dynamic team based in Newcastle As the leader of this exceptional group, you will be at the helm of a dedicated customer team Your influence will extend across critical areas, including our 24/7 33-seat Contact Centre, Customer Relations, and Claims & Recoveries.

**Your new role**
The Manager Customer Care is pivotal in ensuring the seamless operation of our customer-centric functions, fostering excellence and efficiency. Reporting directly to the Senior Manager of Customer Experience, you'll play a crucial role in our commitment to delivering exceptional service to our four million customers.

You will be a key role in the relocation of our services from Wallsend to our new state-of-the-art northern headquarters in the heart of Newcastle during 2024.
- Lead and develop a highly customer-focused Customer Care team to deliver innovative customer experience and employee engagement, where a high-performance culture and continuous improvement is the norm.
- Provide operational oversight on key business systems including process improvements and resolving complex issues.
- Operational Management - resourcing and service delivery of the Contact Centre and complaints management ensuring the achievement of performance objectives and compliance with regulatory requirements.
- Develop and maintain internal and external escalated complaint handling process within business targets.

**Spark our interest**

You are someone with strong leadership, influencing, communication and interpersonal skills, with a demonstrated ability to champion the voice of customer to create meaningful, transformational change.
- Outstanding team leadership abilities, with a focus on coaching, guiding, and mentoring, fostering a collaborative and empowering team environment.
- Extensive experience reinventing the customer service model and transforming service to new levels.
- Well-honed ability to deliver intelligence back into the business through a program of actionable insights.
- Proven problem-solving skills with demonstrated ability to analyse and evaluate to improve functional and cross business work processes, generate a high level of employee commitment and improved levels of customer service and engagement.
- Ability to champion customer outcomes during highly dynamic emergency situations.
- Experience in strategic partner relationship management including strong negotiation skills, customer advocacy, and issue resolution with a proven ability to drive reputational uplift.
- Proven commercial acumen including P&L management in a large organisation setting.
- Experience briefing executive audiences. Extensive experience in contact centre operations, including case load management, investigations and resolution of escalated customer complaints.**Grow with Ausgrid**
To continue building on our rich heritage, we actively invest in our people’s development through secondments, onsite training, mentoring circles, e-learning, Australian Graduate School of Management programs (UNSW) and study assistance.

It is through our investment in our people that the average tenure across the business is 14 years and our current turnover is sitting at a market competitive rate of just 3.9%.

**Ausgrid Perks**
Revel in more than just a competitive salary Our employees enjoy a dynamic range of market leading support and safety services, wellbeing programs, corporate discounts, and flexibility arrangements in many forms. Some of these benefits include: 15.5% superannuation contributions, a monthly day off and generous paid parental leave

Our people are paramount to the continued success of Ausgrid, therefore celebrating great work is important to us It’s not