Customer Requests Team Leader

7 months ago

Ballarat, Australia CitiPower and Powercor Full time

**Customer Requests Team Leader**:

- Ballarat, VIC, AU, 3000**About us**:
CitiPower, Powercor and United Energy own and operate the electricity distribution networks servicing 1.9 million customers located across 65% of Victoria. These customers include large numbers of households as well as commercial and industrial businesses, world class arts, health and sporting precincts, popular tourism regions and the biggest infrastructure projects in Victoria.
We provide reliable, safe and affordable electricity and our businesses are independently rated as the best in the country for their efficiency. Sustaining this is all the more critical and challenging as greater electrification of homes, fleets and industries becomes a core strategy for reducing carbon emissions and addressing climate change.
We proudly strive to provide a safe, inclusive and sustainable environment where all of our people feel respected, valued and supported to be the best they can be.

**About the Role**:
This is an exciting opportunity for an experienced people manager to lead and develop our Customer Requests team. This highly engaged team is responsible for managing pre-offer tasks and the coordination of minor customer projects, in line with business policies, procedures, and regulatory obligations.

In this role you will be responsible for delivering customer requests processes and initiatives to ensure ongoing improvement in customer satisfaction and reduced complaints. This is achieved through providing effective customer service and dispute resolution on behalf of the business for customer-initiated augmentation works and ensuring ongoing improvement in employee satisfaction.

As a member of the Customer Connections & Requests Leadership team, you will collaborate with your peers to ensure team resources are optimally utilised across key functions, while maintaining agreed service levels. This role will be instrumental in leading and engaging teams through change to deliver business benefits of organisation programs of work and fulfil strategic objectives with mínimal impact on daily service delivery.

**What you’ll deliver**:

- Enable and encourage others to participate in decision making whilst considering broader business agenda and objectives
- Contribute to and implement plans that build team morale, employee engagement and generate commitment to and understanding of company vision and strategy
- Establish and monitor individual and team KPIs/goals that align with the business unit and corporate targets
- Manage team member performance and development monthly and within organisational performance framework
- Establish a performance improvement culture - identify and implement improvement initiatives
- Lead a team fostering customer centric culture focused on delivery of Powerful Customer Service to internal and external customers
- Ensure customer enquiries are resolved in a timely professional and courteous manner and instigate ongoing improvement initiatives that increase customer satisfaction and reduce escalations and complaints to the Ombudsman
- Successfully develop and embed fit for purpose capabilities, processes or process improvements that meet the agility needed for the business to be competitive

**About you**:
You are an adaptable, driven, and caring leader with experience in leading large teams in provision of customer facing services in a regulated/complex environment and maintain operational performance through significant organisational change.

**To succeed in this role you’ll have**:

- Tertiary qualified with a technical, commercial or business management focus are desirable
- Advanced knowledge and experience of leading performance through people
- Experience in developing and maintaining key customer and stakeholder relationships
- Experience developing and using productivity tools and principles to lead and manage team performance
- Strong interpersonal skills, including the ability to work across the organisation and interact / influence / negotiate effectively at all levels of management, with customers and with peers
- A continuous improvement mindset with demonstrated experience optimising work processes
- Experience using Salesforce and/or SAP platforms advantageous

**Your career with us**:
We proudly strive to provide a safe, inclusive and sustainable environment where all our people feel respected, valued and supported to bring their whole selves to work and be the best they can be.

With an embedded Inclusion & Diversity Strategy and Employee Resource Groups like our Women in Power networking group, Sparkle our LGBTIQ+ allies pride network and InteractAbility - our disability network, we’re committed to equal opportunities for all employees.

Our greatest priority is the health, safety and wellbeing of our people and the communities we operate within. This includes their physical safety - ensuring everyone gets home safely everyday - as well as their psychological safety, by ensuring ev

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