Contact Centre Manager

Ausgrid; Newcastle City Council; On-site; AUD 132,000 - 161,000; Full time

Benefits offered by this job

Salary sacrifice EVs

Novated leasing

Health insurance discount

Fitness Passport access

Recognition program

Study assistance

Secondments

Training

Mentors

Parental leave (gender-neutral)

Aged care support

Job summary

Qualifications

• Experience leading contact centres and teams.
• Proven coaching ability and development of future talent.
• Strong stakeholder relationships and communication skills.
• Ability to interpret data and drive continuous improvement.

Responsibilities

• Lead day-to-day operations of the Customer Care function.
• Drive delivery of the FY27 strategy.
• Improve customer outcomes and service quality.
• Build leadership capability and team engagement.
• Prepare the Contact Centre for growth, technologies and ways of working.

Skills

People leadership

Operations management

Workforce planning

Rostering

Stakeholder management

Data-driven insights

Change leadership

Job description

• $146,171 + 16.5% super + fortnightly rostered day off
• Permanent, Full-Time
• Location: Newcastle

About Ausgrid – we’re wired for good

We’re the largest distributor of electricity on Australia’s east coast, which means over twomillion homes and businesses rely on our good work. We’re here at the heart of the energy transition, and we’re driven by a powerful purpose to make electricity accessible for all.

It’s an exciting new chapter for our company with each day bringing a renewed energy to how we deliver, store and use electricity. As we continue to grow, we’re in search of exceptional talent to help us achieve our goals.

Everyone’s job is important here. Our customers come from all walks of life, and so do we. We’re committed to fostering a diverse, respectful, and inclusive workplace, and encourage applications from all backgrounds.

See yourself working here

We're looking for an experienced Contact Centre Manager who combines operational excellence with genuine people leadership. The role takes complex initiatives from concept to delivery, including digital customer projects and the use of data and AI, and mobilises senior stakeholders across the business to make decisions, remove barriers, and deliver value.

This is a role for someone who is highly visible, customer-focused and passionate about developing teams to deliver outstanding outcomes for customers, employees and the business. You'll lead through influence and presence, spending time with Team Leaders and frontline teams, building capability, coaching performance and creating a culture where people feel supported, challenged and empowered to succeed.

As Contact Centre Manager, you'll lead the day-to-day operations of our Customer Care function while playing a key role in delivering our FY27 strategy. You'll drive service excellence, improve customer outcomes, build leadership capability, strengthen team engagement and help prepare the Contact Centre for future growth, technologies and ways of working.

Success in this role comes from creating clarity, fostering accountability, having meaningful coaching conversations, recognising achievement and delivering consistent, high-quality customer service. We're looking for someone who genuinely enjoys helping others succeed and who can create a high-performing environment built on connection, feedback, development and continuous improvement.

What you bring to the role

Our hiring decisions are not only based on your experience and skills, but your passion, attitude, and alignment to our core values.

To be successful in this role, you'll have:

• A passion for people leadership and development, with a strong track record of coaching leaders, building capability, developing future talent and creating high-performing teams.
• A customer-focused and operational mindset, with experience managing escalated customer issues, complaints and complex operational matters, while balancing service, quality, compliance and performance outcomes.
• Strong operational management capability, including workforce planning, rostering, resource deployment, service delivery, performance management and the ability to interpret data, identify trends and drive continuous improvement.
• Excellent communication and change leadership skills, with the ability to build strong stakeholder relationships, prepare and communicate operational insights, lead teams through change and foster a culture of accountability, engagement and continuous improvement.

Life at Ausgrid

At Ausgrid, we go beyond just a competitive salary to offer an exciting range of benefits. From salary sacrificing electric vehicles and novated leasing, to discounted corporate health insurance and access to Fitness Passport, our benefits support your work here, and your life out there.

• salary sacrificing electric vehicles
• novated leasing
• discounted corporate health insurance
• access to Fitness Passport
• employee recognition program
• study assistance
• secondments
• training
• mentors
• gender-neutral parental leave
• aged care support services

Celebrate success every day with our employee recognition program to bring out each other’s best. Looking to grow professionally? We’ve got you covered with study assistance, secondments, training and mentors, whose advice you’ll keep wherever you go.

Applicants must have full Australian work rights to apply.

By applying, you may be considered for a Talent Pool to support future opportunities over the next 12 months.

Application close date: 20th October 2026 (please note, this date is subject to early closure)

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