Customer Relations Coordinator

ATCO's Australian operations are headquartered in Perth, Western Australia and specialise in creating innovative, customer-focused energy and infrastructure solutions.

ATCO owns and operates Western Australia's largest gas distribution network with more than 750,000 connection points and 14,000km of pipelines. ATCO also operates two progressive power generation stations - in Adelaide and the Pilbara.

At ATCO, we understand the long-term benefits of innovative, green solutions. Backed by a strong 75-year history in the delivery of power solutions, our capabilities include designing, building, owning and operating the full range of power generation facilities including renewables, hydrogen and pumped hydro. We have been investing in alternative and renewable energy solutions for 30 years and continue to respond to disruption in the energy sector by investing in our people, our communities and in innovative technologies.

Our Customer Relations team is seeking an enthusiastic coordinator who has a passion for customer service, and providing excellent customer service delivery.

The Customer Service Coordinator will be responsible for managing customer service and internal business relations, ensuring a high level of engagement and customer service through communication and delivery of initiatives. This includes management of the Complaints Handling Process.

Key responsibilities include:

- Complaint Management - Ensure customer complaints and claims received are investigated and resolved and that appropriate records are maintained in accordance with the Complaints Management Procedure
- Internal Relations - Develop and maintain broad understanding of key business areas-including Business Development, Operations and Projects
- to provide business with advice and support for the development and delivery of customer initiatives
- Continuous Improvement - Provide feedback and analysis to drive customer experience initiatives in accordance with business objectives and strategies
- CRM Enablement - Involved in the ongoing implementation and management of the CRM for complaints management
- Performance Reporting - Prepare month end reporting on complaints and customer service initiatives
- Safety Case - Knowledge of Safety Case requirements, compliance with directly referenced policies, strategies, plans, procedures and instructions

**Skills and Experience**
- Excellent interpersonal and communication skills (oral and written), including the ability to build relationships and liaise with stakeholders at all levels and from diverse backgrounds2-3 years’ communications experience
- Passionate about customer service and proven results-driven customer service delivery
- Strong analytical and problem-solving skills
- Intermediate computer skills including the ability to utilise a range of information systems (MS Office & Salesforce or other CRM desirable)
- Highly organised with proven time management skills to effectively manage competing priorities and meet strict deadlines
- Experience using customer metrics and methodologies to help guide customer experience strategy and initiatives

**Desirable but not Essential**:

- Experience in similar industry (that is Gas, Energy).
- Familiar with customer relationship management to case manage enquiries and complaints
- Qualifications or experience in dispute resolution and a good sense of commercial awareness

**Benefits**
- Access to additional purchased leave
- Novated Lease and Car Benefits
- Employee Share Purchase Plan
- Access to corporate discounts, including health insurance, banking and fitness clubs.
- Become a member of Energy West Social Club
- Access to ATCO's Employee Assistance Program

Diversity is more than a commitment at ATCO - it is the foundation of what we do. We are focused on equality and believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, national origin and the myriad of other characteristics that make us all different.

Covid Information

ATCO is committed to keeping all employees safe and healthy. As a result, all applicants progressing to the interview stage will be asked to provide proof of Covid Vaccination.