Incentive and Capability Lead

Overview

Globally, energy markets are in transition to a net zero future and the entities within these markets are transforming their underlying business models to ensure that they stay relevant, sustainable and profitable. As one of Australia’s largest energy providers, we are proud of our purpose to lead and accelerate the clean energy transformation for all.

About the Role

At its core, the Incentive and Capability Lead plays a pivotal role in administering our “frontline” Customer contact centre incentive and reward & recognition programs. This is a unique, standalone role that carries a significant purpose given the effective administration, innovation and improvement of these programs underpins our efforts to attract, motivate and retain top frontline talent, ultimately contributing to an enhanced experience for our customers. Key responsibilities include, but are not limited to:

- Leading the delivery and continuous improvement of an effective and innovative incentive plan(s) and reward and recognition program(s).

- Maintaining and evolving systems and processes critical to the reporting and tracking of incentive metrics, paying incentives on time and accurately, monitoring scheme effectiveness and the triaging of issues / challenges to scheme outcomes.

- Developing and embedding innovative (including non-remunerative) reward mechanisms and initiatives, collaborating with teams across our Customer BU.

- Generating insights and making recommendations that improve capability across our frontline contact centres.

About You

To thrive in this position, you’ll be highly analytical, possess a keen eye for detail with the ability to present and translate complex data into insights for cross-functional stakeholders (at varying levels of seniority). You’ll bring a mix of hands-on technical skills combined with the nous to communicate and engage with leaders from our Customer Operations space, managing competing demands and influencing appropriate outcomes through effective collaboration. We’d also love to see the following:

- Prior success managing an incentive program/s for sales and service teams.

- Demonstrated ability to deliver quantitative and qualitative analyses, with strong proficiency in Excel, PowerPoint and analytics tools such as Power BI.

- Working knowledge of SQL, with the ability to read, interpret, and modify queries.

- Confidence to respectfully challenge opinions, always striving for the right outcome.

- Familiarity with residential energy products, customer buying behaviour, and industry trends a distinctive advantage.

- Experience working in a frontline call centre environment supporting a large customer base (for a business offering a mass market service/product) also viewed favourably.

Why Us?

EnergyAustralia is a place where all employees are genuinely valued, supported, and free to be themselves — because we believe that’s when we’re at our best. We embrace diversity of background, experience, and perspective, and we encourage applications from Aboriginal and Torres Strait Islander peoples, people with disability, and those from the LGBTQ+ community.

Here’s what you can look forward to:

- Employee discounts on electricity and gas, plus savings on major brands and products

- 20 weeks’ paid parental leave – completely gender-equal

- Energise Program – flexible working that’s team-centric, enabling teams to agree and succeed together

- Performance recognition and incentive programmes – tailored to different roles and teams to reward great work throughout the year

- Supportive leaders and a down-to-earth culture where you can be your authentic self

If you’re ready to ‘light the way’ in your career, click ‘Apply’ to submit your confidential application.

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