Customer Communications Specialist

7 months ago

Melbourne, Australia Momentum Energy Full time

About the Role:
We love our customers, because they’re the reason we get to do such meaningful work every day. And that’s exactly where you come in. You’ll use your experience in customer communications and help us deliver an awesome customer journey, and join the team in some fun while you’re at it. Bring your experience in customer communications to Momentum Energy and help us deliver an awesome customer journey.

What you’ll do:

- You’ll be a voice for our customers, working with a wide variety of stakeholders across Momentum, advocating for solutions to problems and opportunities that deliver great experiences for our customers, while balancing the practical needs of the business.
- From end-to-end you’ll develop and deliver customer communication materials, such as price variations, contract renewals and other letters, using our tone of voice and defined customer journey.
- Work alongside our in-house Studio team to bring our brand tone of voice and distinctive creative to our communications.
- You have a critical eye and an ability to write, however largely the actual writing of comms is handled by the Studio. Your role is to provide clear briefs and feedback.
- From time-to-time, often for more minor work, or perhaps items that are particularly time critical, you will “hit the tools” and draft comms yourself.
- Identify, recommend and deliver best-practice customer communications to meet business & customer needs.
- You’re an organised sort who’ll help us keep our extensive collection of comms templates in good order across multiple systems, and you’ll be on the look-out for ways to rationalise comms and improve our processes for the future.
- You’re technically minded and will jump into the detail to understand business rules, segments, data and the systems and processes that trigger our comms, in order that we can communicate clearly with our customers.
- You’re a bit of a sleuth. Often, it’s the process of writing a piece of customer comms, that is the trigger for needing to better understand a business process. You’re ready and willing to dive in, work out what’s really going on and then translate this for our customer comms. You can build useful working relationships across the business to get the information you require.

About You and Your Experience:
You’re a motivated and down-to-earth person, and you’re ready to level up and put your stamp on customer communications in our business. In this role, you’ll hit the ground running in a busy and collaborative team environment, so stakeholder engagement, time management and negotiation are second nature to you.

Your (very) nice-to-haves are:

- Experience in a customer communications role (and if it’s in a regulated industry like the energy industry - awesome)
- A customer centric mindset (naturally)
- Ability to work collaboratively as part of a small, high-performing team
- A capable, confident writer and wordsmith
- Excellent editing skills, and an ability to provide clear & concise feedback when working with other writers
- Resourceful - you’ll find ways to solve problems or get access to the information you need
- You’re a communicator (not just by role title) who can build strong working relationships. You have experience working with internal teams (such as Legal and Compliance) or external partners (such as a mail house or IT vendor) to deliver high-quality work
- A strong ability to learn new technology to help in managing communications platforms
- The ability to analyse and interpret complex campaign & customer data

What's in it for you?

Firstly, you'll work in an incredibly fun and rewarding business that genuinely values its people and customers. We’ll support you with ongoing training, give you the opportunity to grow with our business and pursue a rewarding career with us. You’ll be primarily based in our Melbourne office, we are also open to offering you the option to work from home, chat to us about what this could look like for you

We are super proud of where we work, our workplace and work culture, we love working here We are forward thinkers and a great bunch of humans. We pride ourselves on balancing work-life and have a range of health and well-being benefits, such as; wellness programs and a wellness allowance, discounted gym access and health insurance, volunteer leave, purchased leave and other leave options.

We are a 2022 Circle Back Initiative Employer and commit to respond to every applicant.

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