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Customer Engagement Specialist

3 weeks ago

Brisbane, Australia Powerlink Full time

**At Powerlink, every possibility starts with you**:
We believe life’s about possibilities. And so is the future. That’s why we need you.

We’re working at the heart of Queensland’s energy transformation. Now more than ever, we need people who want to help us deliver a world-class energy future and ensure we continue to navigate through this once in a generation energy challenge. Join us and make it happen.

**Life at Powerlink**:
As the Customer Engagement Specialist you’ll help us connect a more sustainable energy future for more than five million Queenslanders and 253,000 businesses. Your work with us is about every light turned on, every community connected, and every future made possible.
- Family friendly and flexible working arrangements.
- Competitive remuneration package + 12.75% superannuation.
- Health & wellbeing benefits, including corporate health plan with employee discounts, annual flu vaccinations.
- Powerlink offers robust leadership development through integrated programs, fostering growth across all levels.

**Find a career that matters and lasts**:
As the Customer Engagement Specialist, you will play a pivotal role in our customer strategy and fostering a culture of customer-centricity. You will be instrumental in driving engagement initiatives that enhance trust, confidence, and value creation for our customers.

Powerlink places central importance on engaging with customers as an organisation - to support decision making, collaboration, ensuring voice of customer leadership and to deliver on our commitments to transparency, early engagement, and our central responsibility of serving Queenslanders as the provider of an essential service.

We are playing a central role in the transformation of Queensland’s energy system. Our customers span Queensland households, businesses, renewable energy companies, large industrial energy users.

In this role, you will oversee end-to-end engagement management, encompassing the planning, design, facilitation, and evaluation of engagements, along with relationship management and communication, both internally and externally.

You'll be responsible for facilitating and managing Powerlink's customer engagement structures, including initiatives like the Powerlink Customer Panel and Energy Charter collaborative #BetterTogether efforts, as well as select communities of practice.

You’ll lead engagement program management within the Customer Strategy domain, working closely with the Customer Strategist to prioritise and strategically plan the engagement portfolio, gather key insights, facilitate cross-engagement learning, and manage customer stakeholders. Furthermore, you'll support the Customer Strategist in cultivating and expanding networks of contacts and relationships to meet engagement and insight requirements across the entire Voice of Customer and customer organizational maturity planning.

What matters most is your drive to make an impact for the millions of people we serve. Through our core values of accountability, customer service, teamwork and safety, you'll strive to question and challenge the ordinary every day.

**The community you will join**:
Reporting directly to the Customer Strategist, your role will revolve around leading corporate-level engagement initiatives aimed at bolstering business and strategic objectives. You'll be entrusted with devising and executing top-tier engagement strategies, frameworks, publications, and processes within the customer domain and across pertinent teams.

**Your expertise**:

- Relevant degree level qualification in Business, Marketing, Communication, Public Relations, Social Responsibility, Business Ethics or similar, or a lesser qualification if coupled with significant relevant industry experience (e.g. customer and stakeholder engagement) in an appropriate discipline.

**We’d also love you to have**:
We’d love you to have certifications in one or more of engagement methods, human-centered design, corporate reporting standards, or other governance frameworks, along with expertise in engagement evaluation, risk management, or quality assurance.

Your demonstrated flexibility, adaptability within teams, and proficiency in evolving markets are crucial. We value autonomy, proactive engagement, and mature problem-solving skills.

Naturally, you’ll possess a deep understanding of customer concepts and stakeholder management, as well as sound experience in planning and executing comprehensive engagement strategies across audiences.

**Be the start of every possibility**:
There’s lots to love about a career with Powerlink. But our people say there’s three things that really stand out:

- ** A career that matters and lasts**: You’ll shape a progressive career connecting more than five million Queenslanders to a world-class, clean energy future.
- ** Unique work and the chance to grow**: You’ll help find smart solutions to interesting problems as you develop your skills and impact eve