Customer Relations Manager

• Flexible, hybrid & dynamic working environment
• Competitive salary and great benefits
• Based at Sydney – Ultimo

Who we are

Transgrid is at the forefront of leading Australia’s transition to a clean energy future. We are the backbone of the National Electricity Market, and we are pursuing a nation-changing portfolio of infrastructure projects that will accelerate the decarbonisation of our economy.

At Transgrid, our work improves the lives of millions – from lighting up sports fields, schools and homes, to powering the wheels of commerce and everything else in between. Now it’s your turn to make it happen.

Transgrid offers fulfilling careers for driven people who can help ensure that our business and the essential services we provide to consumers, the community and key stakeholders are continually improving. With us you will thrive in a collaborative environment where new ideas and knowledge sharing are encouraged, and where you’ll be supported through opportunities to develop and achieve your full potential.

Electricity transmission will be central to the energy transformation needed to achieve economy-wide decarbonisation. As such, Transgrid is leading the move to a clean energy future by supporting and ensuring a smooth transition to renewables. Timely investment in new infrastructure will be essential for the power system’s successful transformation to the energy system of the future.

Planning and development of the network is undertaken on a cyclical and needs basis to ensure that transmission service delivery to customers is cost-effective, environmentally responsible, responsive to changing requirements and meets the jurisdictional, contractual and National Electricity Rule (NER) obligations.

The Opportunity

In the role of Customer Relations Manager you will be responsible for leading the customer team with engagement of established customers, for managing the customer life cycle and responsible for facilitating the connection of new and existing negotiated infrastructure projects. The role ensures customer satisfaction and brings value to customers.

You will lead a team who will drive strong advocacy and trust, build and leverage customer relationships, and deliver on commercial agreements. In addition, you will be responsible for ensuring that all new connection requests are facilitated in accordance with the regulatory requirements and meet compliance for new connections to the NSW transmission network.

In the role of the Customer Relations Manager you will:

• Lead the customer team in building and maintaining sound business relationships with customers
• Manage day to day brand and relationship risk
• Collaborate and engage with the customer team to develop customer events plan designed to enhance customer and stakeholder experiences
• Drive customer processes to gain intelligent customer feedback and valuable insights to develop improved service capabilities and enhance customer satisfaction
• Develop and implement strategies to continuously improve customer satisfaction and KPIs
• Maintain a high level knowledge of TransGrid’s capability, product and service offerings
• Keep abreast with business and market challenges and activities of the industry and customers to identify opportunities and threats for TransGrid
• Lead the customer team to ensure all connection requests to the NSW transmission system are handled efficiently
• Develop connection strategies that meet customer requirements
• Facilitate investigations, studies and solutions for customers
• Manage customer project reviews and lessons learned
• Oversee the achievement and maintenance of agreed customer service levels and standards

Skills & Experience

What we expect from you:

• Tertiary qualifications at degree level in a relevant discipline and/or equivalent experience.
• Substantial experience and demonstrated success in customer management and project delivery.
• Substantial knowledge and experience regarding commercial agreements
• Developed business acumen and senior management skills
• Integrity and commitment to ethical practice, equity and diversity
• Developed negotiation and presentations skills
• Advanced interpersonal skills and sound judgement to achieve business results through people in a matrix management organisation
• Proven resource and people management skills
• Proven consultative solution skills

Recognition & Reward

What you can expect from us:

• Structured leadership and development programs
• Hybrid and flexible working arrangements available
• 14 weeks Parental Leave (includes adoption)
• 2 weeks Other Parent Leave
• Annual picnic day (additional day off)
• Salary sacrifice options for superannuation and motor vehicles (subject to ATO requirements)
• Moving leave
• Emergency/disaster leave

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.

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

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Applications close on Friday, 10 December 2021

The successful candidate may be required to commence their employment working from home. Transgrid actively promotes flexible working arrangements within our teams. We have strong team structures, culture and communication tools in place to ensure all employees remain actively connected to each other and the broader organisation.

• Our vacancy close dates may be subject to change, we will assess applications as they are received.
• Please note that we do not accept agency introductions as Transgrid operates a direct sourcing model.

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.