Customer Engagement Specialist

Collaborative and supportive team environment
- Access to corporate discounts | EAP | Fitness Passport
- _2 permanent and 1 maternity leave cover vacancies_

**The Opportunity**

A fantastic opportunity to join the Customer Relations team within Transgrid and be responsible for managing customers through the lifecycle of their connection to Transgrid’s network from the initial enquiry to connection and commercial operation.

Our team is expanding, and this is a great time to be a part of the developing renewable and energy transmission market. We currently have two permanent and one maternity leave cover opportunities.

The role is responsible for engaging with established customers regarding their existing operations and changes in their connection and transmission service requirements. The Customer Engagement Specialist will manage each formal connection enquiry to ensure Transgrid meets its relevant obligations under the National Electricity Rules.

The Customer Engagement Specialist will seek to ensure customer satisfaction, support the company in developing strategic relationships and identify customer orientated growth opportunities for the business. Additionally, the role will inform business improvement opportunities through acquisition of market insight and customer feedback.

The Customer Engagement Specialist will seek to ensure customer satisfaction, support the company in developing strategic relationships and identify customer orientated growth opportunities for the business. Additionally, the role will inform business improvement opportunities through acquisition of market insight and customer feedback.

**Duties and Responsibilities**
- Manage and undertake regular contact with and provide service to designated customers to build, enhance and maintain sustainable business relationships.
- Collaborate and engage with Corporate and Stakeholder Affairs team to develop customer experience and engagement events designed to enhance customer experiences and opportunities for engagement.
- Collate and report intelligent customer feedback and valuable insights to develop improved service capabilities, identify opportunities for business process improvements and enhance customer satisfaction.
- Provide voice of customer advocacy services internally and advocate Transgrid services and capabilities externally.
- Generate customer loyalty and dependency to achieve ‘supplier of choice’ status that enhances customer satisfaction and facilitates business growth.
- Provide early notification regarding Transgrid’s performance to allow strengths to be recognised and capitalised upon and any shortfalls to be effectively managed.
- Manage the establishment or review of customer contracts and agreements, through collaboration with Transgrid legal and technical teams and the customer and its representatives.
- Utilise a Customer Relationship Management (CRM) system to:

- Enable contacts and customer correspondence to be tracked and managed.
- Record engagement activities, including insights, opportunities, and feedback; and
- Inform business improvement and service optimisation opportunities.

**Position Requirements**:

- Tertiary qualifications at degree level in an appropriate discipline, or equivalent relevant experience.
- Well-developed interpersonal, negotiation and presentation skills to enhance relationships and reputation.
- Solid experience as a customer relationship manager, account executive or suitably equivalent role.
- Demonstrated ability to interact with stakeholders and customers at all organisational levels
- Capacity to make or recommend effective commercial decisions which create or preserve value and are assessed against defined business objectives
- Ability to leverage through customer data, insight, and feedback to inform and influence business improvement strategies related to customer service.

**Recognition & Reward**

In return for your hard work, we have numerous benefits and initiatives to support you personally and professionally including but not limited to private health insurance discount, motor vehicle lease plan, career development support, study assistance program and workplace flexibility.

Continue to make it happen for your career, and for the millions of Australians who rely on our services every day.