Team Support Coordinator

Team Support Coordinator

Agency Jacana Energy Contact

Work Unit Credit Management

Nina Maiava at

Job title Team Support Coordinator Agency information

Designation Jacana Energy Level 2

Job type Full time Information for applicants

Applications must include a one-page

Duration Ongoing summary about you, a detailed resume and

Salary $80,944 - $102,237 copies of tertiary qualifications. For further information for applicants and example

Location Darwin applications see

Position 37296 Special Measures

number Jacana Energy values diversity in the workplace

that represents the community. Therefore, under

RTF an approved Special Measures Plan, Aboriginal

22/10/2025 applicants will be granted priority consideration Closing for selection. For more information on Special

Measures, go to the OCPE website.

Information about selected applicant's merit

If you accept this position, a summary of your

merit (including work history, qualifications,

experience, skills, etc.) will be provided to other

applicants to enable transparency and

understanding of the decision. For further

information see:

Apply online link

190

ABOUT THE ROLE

The Customer Care Team Support Coordinator provides operational support and guidance

to customer facing teams in Customer Experience, overseeing day to day performance and

resourcing as well as acting as first point of escalation in the customer resolution space.

CORE RESPONSIBILITIES

What you will be doing:

1. Lead and support customer-facing teams to deliver consistent, high-quality service across

all interaction channels, aligned with Jacana Energy's values and service standards.

2. Monitor and enhance team performance, supporting the achievement of individual and

group KPIs through coaching, feedback, and collaboration with the Team Manager.

3. Promote a constructive, empathetic, and professional team culture, modelling respectful,

unbiased, and confidential communication in all customer interactions.

4. Act as the first point of escalation for complex customer service issues, resolving them

efficiently and in line with organisational policies and values.

5. Ensure data integrity and compliance, maintaining accurate and confidential customer

records in accordance with privacy and regulatory standards.

6. Manage operational resourcing, including attendance tracking and roster adjustments, to

ensure adequate coverage and alignment with service targets.

7. Collaborate with stakeholders to resolve operational challenges, support continuous

improvement, and contribute to enhanced service delivery.

8. Comply with Jacana Energy's Code of Conduct, NTPS policies, and all relevant regulatory

and operational guidelines, while supporting administrative and Customer Care duties as

required.

SELECTION CRITERIA

The ideal candidate must have:

1. Experience in a contact centre environment, supporting or leading a team of customer

service agents in a regulated or technology-driven setting.

2. Strong problem-solving and conflict resolution skills, with the ability to manage escalations

and support team members in complex service scenarios.

3. Excellent written and verbal communication skills, with the ability to tailor messaging to suit

different audiences and situations, including during high-pressure interactions.

4. Demonstrated experience in workforce coordination, including managing attendance,

rostering, and resource allocation to meet service delivery targets.

5. Proficient computer literacy and numeracy skills, including experience with customer

information systems and the Microsoft Office suite.

6. Ability to work both independently and collaboratively, contributing to a positive team

culture and supporting cross-functional goals.

7. Proven ability to apply a commercial and customer-focused mindset, multitask effectively,

and adapt to a fast-paced operational environment.

8. Commitment to delivering high standards of customer service, aligned with Jacana

Energy's values of Diversity, Innovation, Honesty, Teamwork, and Wellbeing.

You may also have:

1. Working knowledge or understanding of different processes across Operations

2. Intermediate to advanced knowledge of Genesys telephony system.

3. Ability to work flexible working hours between the hours of 8am-6pm, Monday to Friday

CORE COMPETENCIES

Our core competency guide is the foundation tool in building and developing individual

employee growth, and outlines the behavioural skills and performance expected of all

employees across our organisation which aligns to Jacana Energy values.

Being Resilient Rebounding from setbacks and adversity when facing

difficult situations

Collaborates Building partnerships and working collaboratively with

others to meet shared objectives

Interpersonal Acumen Relating openly and comfortably with diverse groups of

people

Plans and Aligns Planning and prioritising work to meet the commitments

aligned with organisational goals

Self-Development Actively seeking new ways to grow and be challenged

using both formal and informal development channels

HOW TO APPLY

If you meet the above selection criteria and have the required capabilities, apply for this

vacancy via email to

FURTHER INFORMATION

The recommended applicant may be required to undergo a criminal history check prior

to selection being confirmed. A criminal history will not exclude an applicant from this position

unless it is a relevant criminal history. When choosing to apply for this position,

the applicant should consider the full requirements of the position in aligning their work

experience and capabilities to this role.

Jacana Energy offers a range of employee incentives. Head over to our careers

page for more.