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Enquiries and Complaints Coordinator

TransGrid

Location: Remote - AU/NZ only

Job Type: Full time

Posted


  • Collaborative and supportive team environment
  • Competitive salary and benefits
  • Be a part of the developing renewable and energy transmission market
  • Flexible, hybrid & dynamic working environment
  • Based at Sydney, Wagga Wagga or Yass

The Opportunity

As the Community Engagement Enquiries and Complaints Coordinator you will work with other business units to ensure the management of enquires and complaints is consistent with Transgrid’s enquiries and complaints policy, procedure and systems. The Coordinator will also develop strategies for continuous monitoring, evaluation, trend analysis and improvement of case management to drive operational improvement and support a customer-focused culture.

The Coordinator will have oversight responsibilities for day-to-day case management and resolution, including: engaging with community members, triaging cases received through a call centre and/or routine correspondence, case allocation and tracking, escalations and close out of enquires and complaints. They will work with colleagues to ensure cases are managed in line with key performance indicators. They will work to reduce/ manage operational, safety, community and reputational risks in relation to enquires and complaints management and the management of community issues.

The Coordinator will work with other operational teams to communicate Transgrid’s policies and procedures when managing the Transgrid electricity network, including but not limited to easement maintenance, transmission tower and line maintenance, vegetation management and community health and safety.

Within the remit of the role, the Coordinator will lead and provide advice to Transgrid teams and contractors on appropriate engagement with community members, regulatory agencies and industry stakeholders to enable Transgrid to demonstrate a proactive and customer-focused approach to case management.

The Coordinator will compile and collate data so as Transgrid teams and senior management have an accurate understanding of complaints and enquires statistics, trends, key risks, commitments and improvement opportunities.

The Coordinator plays a critical intermediary role between community members and external advocacy organisations with powers to investigate complaints, such as the NSW Energy and Water Ombudsman (EWON).

The Coordinator will look to improve organisational social licence by advocating for the community when working with operational, technical and legal experts to resolve enquires and complaints. This aspect of the role requires strong time management, consultation and negotiation skills.

The role is also responsible for:

  • Ensuring Transgrid teams and contractors understand Transgrid’s enquiries and complaints obligations, responsibilities and processes, to foster a culture of reporting and successful case resolution
  • Managing call centre processes and workflows for different types of enquires and complaints
  • Assisting with internal and external collateral and information in relation to enquires and complaints, and key issues management (e.g. factsheets, guidelines, presentation materials and web pages)

Position Requirements:

  • Tertiary qualifications in Communications, Public Relations or in a related area with relevant work experience or equivalent training and relevant experience
  • Experience or strong understanding of complaints management process and practices
  • Excellent customer management skills
  • Practical experience in dealing with difficult customers and resolution conflict
  • Community engagement experience
  • Awareness and understanding of contemporary corporate communication practices
  • Highly developed negotiation skills and verbal and written communication skills
  • Proven ability to effectively communicate with a broad spectrum of people including landowners, members of the public, advocacy groups, government officers and government department staff
  • Proven ability to establish and maintain effective working relationships
  • Proven ability to work independently and as part of a team to achieve results to meet deadlines
  • Excellent track record of achievement

Desirable

  • Accreditation in IAP2 practices is desirable
  • Hold a current Australian drivers licence

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.

Applications close: Wednesday 1 February 2023.

Please note, our vacancy close dates may be subject to change, we will assess applications as they are received.

Transgrid is committed to Health and Safety, the Environment, Equal Employment Opportunity, Diversity and Ethical Practices. All applicants are expected to demonstrate an understanding of and commitment to these areas.