Vulnerability Team Leader

7 months ago

Melbourne, Australia Momentum Energy Full time

We’re Momentum Energy - a power company owned by Hydro Tasmania, Australia’s largest generator of renewable energy. We’re on a mission to make energy simpler, and more human for customers. And it starts with our people: as we grow, we’re nurturing a culture of belonging, where diverse views and experiences are embraced and everyone is valued and respected.

We’re on a mission to switch things up - one gigawatt at a time. 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 leadership experience and bring your genuine care for people, as you manage our front line team in servicing and supporting our vulnerable customers.

About the role:
You’ll manage Momentum Energy’s team responsible for servicing and supporting Momentum’s vulnerable customers. This may be customers experiencing financial or other forms of hardship.

You’ll provide day-to-day operational management of the team (we call it the Keeping Momentum team), and you’ll coach, develop and mentor your team members as we strive to make energy simple, honest and transparent for our customers.

Your key responsibilities include:

- Lead, coach, mentor and empower your team
- Manage the daily operational requirements of your team
- Stay abreast of policy, process and compliance requirements, in particular those relating to financial hardship, and support for customers affected by family violence
- Manage escalated issues and resolve any complex or difficult situations
- Driving service and process improvements
- Create a customer centric environment orientated to trust and open communication
- Work with External Agencies to ensure targeted customer and business obligations are fullfilled

About you:
You’re an experienced people leader who is genuinely caring about other people, and passionate about delivering a simple, honest and transparent approach to customer service to those experience vulnerability or hardship. You’ll also bring:

- Extensive experience and well-developed in process improvement and working with customers who require intensive support, implementation of process and regulatory changes.
- Highly developed operational and analytical experience in a complex and diverse team environment
- Outstanding analytical and problem solving skills
- Strong financial and analytical skills, expertise in reporting, analysis and modelling
- Extensive experience in managing high volume transactional customer enquiry processing teams
- Proven track record in managing relationships with external parties
- A high level of initiative with the ability to support new ideas with data analysis

Further information can be found on the attached Position Description: PD MOM Vulnerability Team Leader.pdf

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.

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