Customer Care Team Leader

Momentum Energy Pty Ltd; Australia; À distance; AUD 70 000 - 110 000; Plein temps

Résumé du poste

Momentum Energy Pty Ltd in Australia is seeking a Customer Care Team Leader to drive performance in the Contact Centre, deliver on KPIs, and lead a hands-on team across frontline operations. You will partner with leaders to ensure an outstanding customer experience and continuous improvement across processes and people.

The role emphasizes coaching, development, and building capability while maintaining compliance with safety and regulatory requirements.

Qualifications

• Extensive experience leading high-performing teams in complex service environments.
• Strong experience with compliance and risk management in regulated settings.
• Proven track record of driving continuous improvement and change initiatives.
• Here to deliver high-quality customer service and outcomes for stakeholders.
• Outstanding communication and interpersonal skills at all organizational levels.

Responsabilités

• Lead and manage a Customer Care team to deliver exceptional customer experience and meet KPI targets.
• Recruit, develop and nurture talent for future leadership across the business.
• Identify skill gaps and provide training to optimise systems, processes and procedures.
• Ensure compliance, safety and regulatory requirements are embedded in operations.

Connaissances

People leadership

Compliance awareness

Performance metrics

Change management

Customer focus

Analytical skills

Communication

Initiative

Description du poste

Please be aware there have been some accounts impersonating us. Our communication will always be from a momentum.com.au or hydro.com.au email address. Contact us at [e-mail] if you need to verify anything.

Customer Care Team Leader

We're Momentum Energy – a power company owned by Hydro Tasmania, Australia’s largest generator of renewable energy. We're on a mission to make energy simpler, and more human for customers. And it starts with our people: as we grow, we're nurturing a culture of belonging, where diverse views and experiences are embraced and everyone is valued and respected. We encourage applications from qualified candidates of all ages, cultural backgrounds, abilities, genders and sexual orientations and are happy to adjust our recruitment processes, even in ways we may not have thought of before. Please reach out to us about any adjustments or support you may require.

About the role:

As Customer Care Team Leader, you'll be at the heart of our Contact Centre driving performance, championing smarter ways of working, and making sure we consistently deliver on our customer promises. You'll take ownership of key service levels and KPIs set by the Head of Customer Care and General Manager Service & Operations, ensuring we hit the mark every time.

This role is all about bringing Momentum's strategy to life running a compliant, fit-for-purpose operation that delivers an outstanding customer experience.

You'll be a hands‑on leader who thrives in the action, working closely with fellow leaders across the Contact Centre and wider business. Most importantly, you'll inspire, coach, and develop our frontline team—empowering them to deliver exceptional service and create great experiences for every Momentum customer.

• Lead and manage a team of Customer Care Agents to deliver exceptional customer experience for Momentum customers while achieving set KPIs aligned with our strategic direction and goals. Customer Care Team Leaders to work together to ensure overall effectiveness of the wider Contact Centre Team.
• Recruit, develop and evolve appropriate capability in our people to ensure talent pool of future leaders for the business.
• Identify skill gaps and provide advice and training / coaching to ensure the effective use of Momentum's systems, process and procedures.
• Ensure all operational processes are compliant and embedded across the team. Manage any new compliance or regulatory changes into operations.
• Ensure team members are aware of compliance obligations of relevant safety legislation and procedures.
• In collaboration with the Quality Assurance Team, manage and ensure operation of the Quality Assurance program within the Contact Centre encompassing call monitoring and coaching

About you and your experience:

• Extensive experience leading high-performing teams within complex service environments, preferably in energy retail or contact centres
• Strong experience in compliance and risk management within regulated environments, with the ability to ensure adherence to policies and standards
• Proven understanding of contact centre best practice, metrics and management methodologies, with the ability to optimise performance
• Demonstrated track record of leading and delivering successful change initiatives, with the ability to drive continuous improvement and business transformation
• Strong customer focus, with a genuine commitment to delivering high-quality service to internal and external stakeholders
• Strong analytical and problem-solving skills, with the ability to interpret data and support informed decision-making
• Exceptional leadership and people management capability, with the ability to build, mentor and inspire high-performing teams
• Outstanding communication and interpersonal skills, with the ability to engage effectively at all organisational levels
• High level of initiative and commercial acumen, with the ability to drive business outcomes
• Process Improvement and Capability building

You'll work in an incredibly fun and rewarding business that genuinely values its people and customers.

We are super proud of where we work, our workplace and work culture. We pride ourselves on balancing work and home life and offer a truly flexible work environment, a competitive remuneration package, and the opportunity to play a role in Australia's renewable energy transformation.

Interested but not sure if you tick enough boxes? At Momentum, we believe in the power of unique backgrounds and skillsets. And really, box-ticking is overrated. So even if you feel you don't meet all the requirements listed, we strongly encourage you to apply.

For any recruitment enquiries or for any accessibility or workplace adjustment enquiries including alternative ways to apply please contact us at [e-mail] or [phone].

Part of making energy more human is making our people feel that way too. Our office on Collins Street was built by us and for us, with a mix of different environments to support all sorts of working styles. But we know that support isn't just about what you do on the clock. So here's how we look after all the other important stuff.

Humans

Planet

Growth

Balance

Disability

Humans

As a company we have one main goal, and it's making energy simple for customers. We know this industry can be pretty tricky, so we're working on ways to fix that. The more we can do to make things easy to understand for our customers, the better.

What if I have a disability?

We're big on inclusion here, and we're committed to improving opportunities for people with disability.

We recently published our Disability Inclusion Action Plan, which sets four goals:

• create more opportunities for people with disability to engage with us
• increase employment opportunities for people with disability
• change community attitudes towards people with disability, and
• create more inclusive systems and processes

Want to check the details? View our Disability Inclusion Action Plan 2020-2023 in PDF or Word format .

Planet

The future of energy is renewable, which is why it feels good to be owned by Australia's largest renewable generator, Hydro Tasmania. With their support we're working on ways to expand the kinds of renewable energy options we're able to offer.

We sweat the small stuff, too – with separate bins for coffee grounds, compost and soft plastic. And if you ever forget your green bags, we've got some you can borrow.

Whether you're an up-at-five athlete or afternoon ambler you'll get access to wellness coach who can help you with things like ergonomics and nutrition.

You'll get all the usual suspects too, like staff rewards programs and discounts on gym memberships and private health insurance.

Growth

The energy industry is competitive, and we're pretty ambitious. So if you're a go-getter with big ideas, we want to know you – especially if you want to see your ideas and contributions make a real difference.

And because we want the best people, we're big on flexibility too. Which means accommodating your particular needs, differences and abilities (and being open to all the ways we can do that).

Balance

You spend a lot of time at work, but we know there's plenty that goes on outside of it too. We offer an Employee Assistance Program so you can get support when things aren't quite running smoothly, and a no-questions-asked recharge day for when you just need to look out for you.

The team is always looking at where we can offer extra support to our people. More recently this has meant establishing a family and domestic violence support package, and providing ongoing super contributions during any unpaid parental leave.

Get the scoop on renewable energy, power saving tips and bad energy puns.