Customer Solutions Team Leader

Location: North Geelong, VIC, AU, 3215- Entity: Tango Energy Australia Pty LtdCustomer Solutions Team Leader

At Pacific Blue, together we can create a 100% clean energy future, now.

With over 30 years of experience in renewable generation - wind, solar and hydro - we also have a successful retail business selling energy to residential and business customers, making us the first 100% renewable ‘Gentailer’ in Australia. We all play our part in making clean energy right now and we do it with pride.

Key

**Responsibilities**:

- Supporting, leading and managing agents within the Customer Solutions Team to achieve Pacific Blues growth, values and customer experience objectives
- Provide ongoing day to day support to all frontline agents
- Working as part of a team to develop and document policies and procedures relating to a variety of operational tasks undertaken within the National Electricity market interaction within the Retail Operations business for both C&I and Mass Market.
- Problem solving be reviewing and diagnosing problems and perform the necessary actions to resolve them in a timely manner.
- Producing accurate and timely reporting as required
- Working with a “one team” approach by working in all areas within the Retail Operations group such as Billing, Provisioning, Credit, Sales, Compliance
- The provision of an excellent level of customer service by answering phones and resolving customer and B2B related enquiries on a timely basis
- Ensure that the Company’s compliance obligations are actively maintained, managed and kept up
- to-date with particular focus on cyber security and data protection and the compliance obligations allocated to the position title as identified in the Company’s Register of Compliance Obligations (as set out in the Compliance Procedure and as amended from time to time).**
Key Activities and Results Areas
- Develop the capability of the Customer Solutions to achieve targets and deliver an exceptional customer experience through targeted training and coaching, measurement and performance feedback
- Develop the knowledge and skills of Customer Solutions Team members to deliver specialist support which facilitates one contact resolution, an exceptional customer experience and meets all compliance and regulatory standards.
- Take a continuous improvement approach to identify and recommend improvements which assure the integrity and consistency of data, maximise efficiencies and enhance the customer experience
- Facilitate a high degree of structured, deliberate communication with various internal teams and external providers to ensure that customer management processes run smoothly
- Identify issues and potential issues that may lead to Pacific Blue’s breaching compliance or dissatisfying customers and work with Quality and Compliance to effectively resolve
- Ensure the capture of high quality customer data to provide transparency and accuracy of all customer information throughout the customer lifecycle
- Manage contact centre metrics to ensure Customer Service Levels are met, through tracking agent break times, wrap times and queue wait times to ensure all available staff are assisting with customer queries efficiently.
- Lead by example; through coaching and mentoring the team and encourage the team to achieve high results; and reinforce positive behaviours within the team.
- Assist with taking escalated calls and providing timely investigation of customer enquiries and complaints including the facilitation and resolution of complaints
- Provide support to the billing team to ensure customers are billed accurately and on time and in doing so; assist team members in monitoring and resolving exceptions or transactions. This could involve reviewing data, analysing information, diagnosing problems identifying solutions; prepare bills for mailing etc.
- Investigating and resolving transfer & B2B related enquiries, and complaints, received from internal and external stakeholders with the view to provide exceptional customer service. For example: Customers, Networks and Meter Providers
- Process customer renewals within regulatory time limits.
- Undertake contract management activities such as: recording contracts within the customer data base.
- Collate information to provide input into reports (weekly, monthly) to providing visibility to management on the status, issues and outcomes of transactions and customer requests - as required.
- Maintaining a professional approach with all customers and stakeholders whilst dealing with them at all times.
- Ensuring that the Company’s compliance obligations are followed
- Proficient use and Adherence to and B2B Procedures
- Ensure that the Company’s compliance obligations are actively maintained, managed and kept up
- to-date with particular focus on the compliance obligations allocated to the position title as identified in the Company’s Register of Compliance Obligations (as set out in the Compliance Procedure an