Planned Outage Team Leader

**Planned Outage Team Leader**:

- Location: Perth Office - CBD, WA, AU
- 3 Feb 2025

**Planned Outage Team Leader - 12 Month Maximum Term - Full time / Perth Office**

We are seeking a Planned Outage Team Leader to lead and develop a team that plays a pivotal role in supporting critical business programs, including Network Maintenance and Vegetation Management. This role is essential for managing centralised notifications and escalation services that ensure successful project delivery. You will work closely with both internal and external stakeholders to coordinate and implement mass outbound communications for network works that affect residential, business customers, and those reliant on electricity for Life Support Equipment.

The Planned Outage Team Leader is responsible for ensuring compliance with mandatory requirements, including customer identification, critical checks, impact assessments, and community considerations, in line with the Electrical Industry (Network Quality and Reliability of Supply) Code and the Code of Conduct for the Supply of Electricity to Small Use Customers. The role involves ensuring that obligations for customers with Life Support Equipment (LSE) are met and exploring alternative electricity supply methods when outages may significantly impact business operations or individuals relying on electricity-dependent health equipment. The Team Leader will also ensure that customer notifications for planned outages meet both regulatory requirements and customer expectations.

If you are passionate about leading teams, managing key stakeholder relationships, and ensuring smooth execution of impactful programs, we want to hear from you

**Your Role in Action**
- Responsible for ensuring compliance to all code and regulatory requirements including Type 1 and Type 2 licence contravention obligations. This includes the provision of accurate and timely reports highlighting any breach or near misses within the required regulatory time frame.
- Facilitate seamless project delivery by managing communication and notification processes related to planned outages while championing the diverse interests of the business, balancing regulatory compliance with customer expectations.
- Effectively manage the operation of the team that champions customer outcomes seeking and providing customer focussed accurate and timely information, and all associated processes.
- Ensure a high level of governance and compliance is maintained according to established and defined processes to meet all code and regulatory requirements.
- Product Owner of Western Powers business critical outage notification and evidence ICT system and contract manager of external digital and mailing supplier.
- Champion continuous improvement opportunities across all outage management processes.
- Work with delivery partners to ensure a constructive and customer focused end to end process and effective working relationships.
- Take proactive steps to reduce customer complaints relating to planned outage notifications, customer escalations and vegetation management processes.

**What Makes You a Great Fit**
- Diploma in related disciplines including Frontline Management & Project Management OR extensive practical experience leading or contributing within a customer facing team.
- Previous management experience is desirable with solid knowledge and expertise within a Customer Service environment or related area.
- A minimum of 5 years demonstrated strong experience in a customer service/issues resolution position.
- Ability to understand issues, analyse and define solutions.
- Strong leadership skills to influence areas outside sphere of control.
- Experience in customer service and managing customer queries with direct personal customer contact.
- Excellent written and verbal communication skills with strong attention to detail.
- The ability to effectively research and investigate a complaint/issue

By joining Western Power, you will contribute to powering a cleaner energy future. We are dedicated to fostering career development and promoting a healthy work-life balance, empowering you to drive innovation as we develop a network that will serve the Western Australian community for generations. You will also benefit from a range of perks and opportunities, including:

- Over 50% of our employment opportunities are driven by career progression.
- Flexible work arrangements to support part time work, working hours and working from home arrangements.
- The opportunity to purchase up to four weeks of additional leave per year.
- Access to salary packaging, social club activities, and discounted health insurance and gym membership.
- An award-winning employee recognition and benefits programme.
- An innovative team culture that’s enabling the transition to renewable energy and decarbonisation.
- In addition to standard leave, enjoy two wellness leave days each year.
- Access to end-of-trip facilities at our Perth office and South Metro Depo