Connections Specialist

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.

About the role:
Along with the normal processing of connection related activities, the primary purpose of the Connections Specialist is to act as the primary point of contact for the Connections Team in the absence of the Team Leader and provide support to the Connections, B2B, and Transfer related functions within Momentum and the wider Momentum internal teams. This will include one-on-one coaching, floor support, as well as being a liaison for both internal and external partners.
- Ensure Customer satisfaction, including:

- Processing of customer and network initiated supply and meter requests;
- Handling customer complaints and escalations emerging from these requests as required;
- Provide feedback to the Connections Team Leader, and agents as required on issues that have been identified;
- Escalate matters to the appropriate distribution company, metering company, or internal stakeholder as required to assist with the resolution of a complaint or incident, and;
- Investigate and complete any compliance investigation as required by the business.
- Process improvement and development, including performing regular and ad-hoc coaching to team members in processes to ensure full
- Prioritise stakeholder management and teamwork, including liaising with internal and external stakeholders to ensure timely completion of connections and supply or metering requests, and all related exceptions

Experience
- Comprehensive electricity industry experience
- Understanding of B2B and Connection Processes
- Understanding of AEMO and market processes and rules

Knowledge, skills and abilities
- Intricate knowledge of the industry transfers process
- Excellent customer communications skills, including the ability to deal with irate customers in a calm and passive manner
- Highly skilled in Excel
- Knowledge of MSATS
- Demonstrated ability to work independently
- Well-developed oral and written communication skills
- Strong attention to detail
- A real desire to provide high quality service to customers at all times
- Be able to work effectively and efficiently as part of a team and more broadly with other business units & businesses that impact the workings of the department.
- An understanding of the importance of adhering to regulatory & compliance rules and demonstrated ability of operational adherence to any guidelines applicable to the management of a department
- Ability to gather, analyse and report on performance statistics and measurements

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 at either our Cambridge or Melbourne office, we are also open to offering you the option to occasionally 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.