Billing, Resolutions and Hardship Manager

Jacana Energy; Darwin; Sur place; AUD 129 000 - 161 000; Plein temps

Résumé du poste

Jacana Energy in Darwin is seeking a leader to head the Billing, Hardship and Customer Resolutions functions, delivering customer, commercial and regulatory outcomes. You will oversee billing operations, customer account investigations, disputes, complaint remediation and hardship programs, and manage complex escalations with Ombudsman and Ministerial involvement.

The role focuses on driving improvements in billing accuracy, customer outcomes and operational performance, while ensuring

Description du poste

Vacancy Number: 035325

Agency: Jacana Energy

Number of Vacancies: 1

Work Unit: Billing

Location: Darwin

Primary Objective: 1.Lead the Billing, Hardship and Customer Resolutions functions to deliver customer, commercial and regulatory outcomes. 2.Oversee billing operations, customer account investigations, disputes, complaint management and remediation activities. 3.Lead Jacana Energy's Hardship Program, ensuring the delivery of customer support initiatives in line with regulatory obligations and best-practice customer care principles. 4.Manage complex customer escalations, including Ombudsman, Ministerial, Executive and regulatory matters. 5.Drive strategic initiatives to improve billing accuracy, customer outcomes, operational performance and service excellence. 6.Identify and mitigate operational, regulatory, financial and reputational risks impacting customers and the organisation. 7.Ensure compliance with relevant legislation, regulatory frameworks, customer protection obligations and organisational policies. 8.Lead continuous improvement initiatives, including process optimisation, system enhancements and business transformation activities. 9.Manage operational resources, performance outcomes and financial impacts associated with billing adjustments, customer remediation and hardship programs. 10.Lead, coach and develop a high-performing team while fostering a culture of accountability, innovation, collaboration and customer advocacy.

Remuneration Package: Remuneration Package $129,017 - $160,679 (including salary $113,830 - $141,846)

Experience Level: Jacana Energy Level 3