Contact Centre Officer

Evoenergy; Australian Capital Territory; On-site; AUD 72,000 - 88,000; Full time

Benefits offered by this job

Free gym membership

Onsite physio

Job summary

Evoenergy in ACT is seeking a standout customer-focused individual to support operations within our Contact Centre. The role involves providing accurate advice on service connections, network standards, and general enquiries, with a focus on customer satisfaction.

This is a 14-month fixed-term position with a 24/7 shift roster and opportunities for diverse stakeholder liaison. The successful candidate will handle calls efficiently, ensure accurate information capture, and contribute to outage

Qualifications

• Demonstrated experience in a customer contact centre or similar environment.
• Proven commitment to exceptional customer service with responsiveness and empathy.
• Excellent verbal and interpersonal communication with diverse customers.
• Ability to build and maintain relationships with internal teams and providers.
• Understanding of electricity network infrastructure is desirable, training provided.
• Commitment to safety and creating an inclusive, respectful environment.

Responsibilities

• Manage customer requests completely and record all required information.
• Respond efficiently to emergencies and reactive work-related calls.
• Handle enquiries delivering first call resolution where possible per policy.
• Follow crisis and emergency management processes; assist in outage prioritisation decisions.
• Provide advice to the Customer Outcomes Lead on customer service issues.
• Build strong relationships with internal and external stakeholders for effective call handling.
• Other duties within skill, competence and training.

Skills

Customer service

Verbal communication

Interpersonal skills

Stakeholder relationships

Safety awareness

Team collaboration

Job description

• Salary starting at $79,755+ 16% Superannuation+ Annualised component
• Free gym membership + onsite physio
• Fixed term (14 months), Shift roster opportunity (24hr / 7 days a week Contact Center)

Evoenergy are seeking a standout customer-focused individual to fulfill a rare opportunity within our Contact Centre. Within this role, the successful incumbent will support the operation of Evoenergy’s Contact Centre.

This role involves providing accurate and courteous advice on service connections, network standards, small-scale customer-initiated work, service markings, new services, and general enquiries. Effective communication and coordination with internal and external stakeholders are essential to ensure all requests and information are managed appropriately and in line with operational standards.

Key responsibilities:

• Manage customer requests completely and accurately recording all required information.
• Provide efficient and appropriate response in cases of emergency, and reactive work-related calls
• Provide efficient and effective handling of all enquiries delivering first call resolution where possible in accordance with Evoenergy policies
• Follow crisis and emergency management processes and contribute to decisions regarding customer prioritisation during outages
• Provide advice to the Customer Outcomes Lead on issues relating to customer service.
• Build strong relationships with internal and external stakeholders to enable effective and efficient handling of calls
• Other duties within the employee's skill, competence and training.

Please see the attached position descriptions to view the full list of responsibilities for these roles.

• Demonstrated experience in a customer contact centre or similar environment, with a strong background in managing customer interactions across various channels.
• Proven commitment to delivering exceptional customer service, with a focus on responsiveness, empathy, and professionalism.
• Excellent verbal and interpersonal communication skills, with the ability to engage confidently and clearly with a diverse range of customers and stakeholders.
• Strong ability to build and maintain effective working relationships with both internal teams and external service providers.
• A foundational understanding of electricity network infrastructure and field operations is desirable, though not essential, as comprehensive training will be provided.
• You take active steps to ensure the safety of your colleagues and our community, championing a safe, inclusive, and respectful environment.

About Evoenergy

We own, maintain and operate the electricity distribution network in the ACT and the gas network in the ACT and parts of NSW. We supply safe, reliable and cost-effective electricity to over 200,000 residential and business electricity customers, and over 140,000 gas customers.

At Evoenergy, we’re focused on safety, reliability, innovation and sustainability. We boast a positive safety culture that encourages and inspires, because the work we do matters to thousands of Canberrans.

We’re an Equal Opportunity Employer and embrace a diverse, inclusive, and respective culture, where people are empowered to fulfil their potential. We welcome people with diverse skills, experiences, perspectives and backgrounds – and encourage applications regardless of gender, age, ethnicity, sexual orientation, disability.

We anticipate a large number of applicants for this role and may close this advertisement earlier than the planned close date