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Customer Service Manager
2 weeks ago
**Company Description**
At Intellihub, we're not just about metering and data solutions - we're about our people. Our team of passionate individuals drives our mission to simplify the energy transition and make a real difference in the lives of millions of people across Australia and New Zealand. But our success is not just measured by numbers. It's measured by the diverse and inclusive culture we foster within our team, where everyone is valued and given equal opportunities to thrive in a positive, safe and productive workplace.
Providing smart metering devices and services to over 50 energy retailers across ANZ, our reach is growing rapidly. But the true breadth of what we do goes beyond the meter, touching everything from solar to water, virtual power plants to electric vehicle charging.
The Behind the Meter (BtM) team is a newly formed group focused on delivering innovative, tech-powered renewable energy solutions like solar, home batteries, EV chargers, and pool controllers. Their goal is to help people electrify their homes and optimize energy use, while ensuring a seamless customer experience.
**Your Key Accountabilities**
- Lead and develop a team of customer service representatives handling BtM-related inquiries across various channels.
- Design and implement efficient customer service processes to ensure consistent, high-quality customer experience.
- Manage the performance and development of a Managed Service Provider (MSP).
- Monitor performance metrics and implement strategies to drive team success.
- Collaborate with cross-functional teams to streamline issue resolution and minimize customer effort.
- Use customer feedback and data analysis to identify process improvements and training opportunities.
- Oversee workforce planning and resource management to meet service level targets.
- Champion a customer-first culture while ensuring compliance with regulatory standards.
**Qualifications**
You are a natural leader with a strong focus on putting the customer at the heart of everything you do. In this role, you’ll be managing both the strategic direction and daily operations of a customer service team within an MSP environment. In addition to this, you will have:
- Experience managing a high-performing customer service team, ideally in a technical, energy, or utilities environment
- Experience within the Energy or Renewables space will be highly advantageous
- Proven ability to identify inefficiencies and design solutions that improve both team workflow and customer outcomes.
- Demonstrated ability to lead, motivate and coach high-performing teams
- Strong communication skills, with the ability to collaborate effectively with cross-functional teams and stakeholders.
- Confident in using data to measure service quality and drive continuous improvement.
- Experience with customer relationship management (CRM) software and other relevant customer service tools.
- A passion for innovation, customer experience and clean energy solutions
**Additional Information**
We offer a dynamic and inclusive workplace that values collaboration and diversity. With a flexible hybrid working mode, we prioritise work-life balance while fostering personal and professional growth. Our innovative culture provides opportunities for career development, access to industry-leading tools, and a strong commitment to employee well-being, all supported by a competitive salary and benefits package.
