Connections Sme

Career Development Pathways + Annual Bonus & Group Benefits
- Working flexibly + additional leave benefits
- Fun, inclusive and supportive culture + amazing employee benefits

**About Us**

Jemena is an Aboriginal word meaning ‘to hear, listen and think’. **_We focus on being fun, supportive, collaborative and forward thinking people at Jemena_**. **Be part of a forward thinking culture with genuine people leaders that encourage your growth, continuous improvement and new ways of working. _We empower our people_ to reach their potential. **Prioritising our employees’ wellbeing,** equal opportunities, along with empowering a fully diverse and fulfilled workforce is key.
- Our people are our greatest asset_ so having various flexible working options, remote working, paid parental (**primary & partner**) leave and leave purchase plans amongst many other benefits, is a key foundation to our success. We also have an array of well-being options to support our people. Jemena & Zinfra are **_certified as a Family Inclusive Workplace_**. We are also an endorse employer of **Work180 **-** Jobs For Women.** We are passionate about what we do, and we are proud of who we are.

**_ Here's an overview of our role:_**

We operate more than $11.5 Billion worth of gas and electricity transportation assets.

As the Subject Matter Expert - Gas connections, you will provide expertise to all Stakeholders, acting as the key contact person for any escalated issues from Jemena external Service Providers.

In your role, you are responsible for business efficiencies to ensure effective and constant improvement of processing of connections, meter activations, retailer enquiries and investigations into cross metering and meter’s not present on premise, this work is pivotal to maintaining network integrity.

You will provide excellent customer service and directly liaise with customers/retailer regarding complex enquiries, complaints and escalations in line with the Customer Service Framework, this encompasses all relevant market rules, regulatory obligations and customer expectations.

**_ Your role will involve the following:_**
- responsible for the coordination of service connections by monitoring the contractors, liaising with Retailers to resolve customer concerns
- identify and raise with the business any systemic issues, process improvements and customer/retailer concerns, conduct analysis to determine root cause, provide recommendations to address the cause and drive remediation activities to assist in the resolution
- maintain data integrity by ensuring that all information is recorded in Jemena’s systems accurately and within the required timeframes
- work with other functional groups when required to resolve customer and retailer concerns.
- generate reporting relating to connections, retailer enquiries and activations to senior management with complete analysis on status and issues
- act as customer experience and change champion within the business, providing feedback to business on identified improvement opportunities to drive change within the organisation

**_ Your key skills & experience:_**
- detailed knowledge of the energy industry, including the regulatory framework and codes
- demonstrated experience in a utility's industry with billing systems and stakeholder enquiries
- ability to work organise and manage competing priorities to meet stringent timeframes at a high level of quality
- ability to develop and maintain productive working relationships with a wide range of staff and external service providers
- preferable experience in process improvement and customer experience improvement

**Diversity, Inclusion and Belonging**

When you join Jemena, you become part of our diverse, inclusive, flexible and passionate team. We are a team that celebrates _International Women’s Day, NAIDOC Week, International Day of People with Disabilities and many other days that matter to our people._ **Come join us**

**Recruitment Process**:
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