We are unique

We are a regional business that thinks on a global level. We work with determined, passionate and curious people to empower communities to share and use energy for a better tomorrow. With a network that powers 95% of NSW and parts of Southern Queensland, we ensure homes, hospitals, schools, businesses, and services stay connected.

We are currently recruiting for a Contact Centre Manager tojoin our Customer and Commercial department. We promote a flexible working environment, and the leader can be based anywhere within New South Wales, with the flexibility to work from home in a hybrid arrangement.

About the role

The role is responsible for leading our fantastic 24/7 contact centre made up of passionate people who are based across New South Wales. The primary focus is ensuring our contact centre is a great place to work and providing the team with the right tools, training and support to delight our customers.

The successful applicant will work with key stakeholders from across the business to ensure great outcomes for our customers and employees by ensuring we are providing efficient services in an innovative way.

About You

You are a seasoned professional in the Contact Centre / Customer Service field, with a proven track record of delivering high-quality service to your customers. You have hands-on experience in leading and managing teams and their leaders, ensuring they have the tools, skills, knowledge and motivation to deliver for customers and support each other.

You are adept at coordinating and implementing procedural and process changes to meet the changing needs of the business, as well as driving innovation and transformation initiatives to enhance the efficiency and effectiveness of the contact centre and wider business operations.

Required Qualifications | Skills

• Diploma of Business Administration or demonstrated capability through past employment experience and/or relevant qualifications
• Extensive experience engaging teams to create high performing, enjoyable working environments
• Demonstrated skills in leading and managing teams, including performance counselling, coaching and mentoring others to take ownership for their work
• Excellent interpersonal and communication skills with the ability to establish and maintain effective relationships with all internal and external stakeholders and communicate, influence and negotiate outcomes to meet business objectives
• Strong problem-solving skills with the ability to use initiative, be proactive, make decisions and take responsibility
• Ability to develop strong and collaborative relationships with internal and external stakeholders and contribute to and work as part of a dynamic team in addition to operating independently
• Strong influencing skills with the ability to secure support and commitment from colleagues through the clear articulation of ideas and opinions and open dialogue
• Demonstrated ability to achieve goals within set timeframes and within budget; and demonstrated ability to take initiative and be innovative.

Benefits

As an Essential Energy team member, you’ll enjoy such benefits as;

• Nine-day fortnight
• Competitive remuneration
• 16% Superannuation
• Apple and Dell Employee Purchase Programs
• Fitness Passport
• Corporate Health Plan
• Flexible working arrangements
• 18 weeks paid parental leave
• Employee Assistance Program (EAP)

We are a large and diverse organisation with over 90 locations across the state and offer fantastic local and regional career opportunities limited only by your own drive and determination. Employees can take advantage of a range of learning and development opportunities, including leadership programs.

At Essential Energy we are united in our purpose and live our values. We operate in an exciting and rapidly changing environment, thrive in a culture that’s all about teamwork and are here for our customers.

For further information please contact Mike Cole, Head of Customer, on 0408 094 719.

Applications close on Tuesday 12 September 2023 at 11:55pm (AEST).

Passionate people. Global thinking. Regional heart.

Building a better energy future.

Essential Energy is committed to building a culturally diverse and inclusive workplace and strongly encourages applicants to apply regardless of gender, age, ethnicity, sexual orientation, or disability.

As an organisation, our aim is to champion inclusivity in the workplace and celebrate the difference in all our employees.