Customer Care Manager, Retail, Melbourne

2 weeks ago

Melbourne, Victoria, Australia Engie Full time

At ENGIE, every talent has a role to play in accelerating the energy transition. Make a difference and enjoy a fulfilling professional experience. Take on exciting challenges and build a career path that reflects who you are.

**Join us and be part of the adventure of the century**

**At ENGIE, great adventures always start with a simple "hello" and the desire to take action for tomorrow.**

If, like us, you strongly believe the energy transition holds opportunities for you and for everyone, then look no further, you belong with us

We, the 98,000 people who work for the Group, are present on every continent. Driven by our industrial culture, we rely on our unique integrated model to accelerate growth in renewable energies, develop a portfolio of flexible assets, operate infrastructure to transport gas and electricity, and deploy decentralized infrastructure to support and accelerate decarbonization among our customers.

Become a "Transition Maker", join the Group to experience fulfilling opportunities and build a career that suits you.

**The Role**

You'll be responsible for leading and empowering the customer service team to deliver outstanding support and service experiences. You'll play a pivotal part in driving customer satisfaction, retention, and loyalty—key factors in the company's long-term success. Acting as the voice of the customer across the organization, you'll ensures that both customers and service agents are central to decision-making and operational improvements.

You'll be involved in developing and executing customer service strategies, policies, and procedures that promote consistency, efficiency, and excellence. You'll be accountable for managing customer interactions across all touchpoints, resolving escalations effectively, and ensuring service levels meet or exceed expectations. Additionally, this position oversees cost-to-serve performance and contributes to financial and operational goals. Success in this role requires strong leadership, strategic thinking, cross-functional collaboration, and a commitment to continuous improvement and service innovation.

**About you**
- Proficient in overseeing a large-scale call centre or customer service leadership within a highly regulated sector
- Skilled in formulating strategies with a solid problem-solving ability
- Data-driven decision-maker who can analyse customer care metrics and implement improvements
- Customer-centric professional with deep understanding of service excellence principles
- Adaptable leader comfortable with change management
- Strong communicator with exceptional interpersonal skills
- Results-oriented with strong organisational and time management skills
- Collaborative team player who can work effectively across departments

**Location**
- Based at our office in Southbank, Melbourne
- Hybrid working arrangement with flexibility between office and remote work
- Regular presence at our ENGIE office is required for cross-functional collaboration

**Business Unit**:GBU Flexible Gen & Retail

**Division**:Global B2C Supply - Australia B2C - One Supply

**Legal Entity**:ENGIE (AUSTRALIA RETAIL)

**Professional Experience**:Skilled ( >3 experience

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