Customer Care Team Leader

Momentum Energy Pty Ltd; Hobart; On-site; AUD 90,000 - 120,000; Full time

Job summary

Momentum Energy, a 100% Australian-owned energy retailer, invites applications for a Customer Care Team Leader. You will lead a frontline team, drive performance against KPIs, and ensure compliance with safety and regulatory standards.

The role involves coaching, system optimisation, and partnering with QA to sustain exceptional customer experiences. We value diverse backgrounds and flexible work arrangements.

Qualifications

• Extensive experience leading high-performing teams in complex service environments.
• Strong experience with compliance and risk management in regulated settings.
• Proven ability to optimise contact centre performance using metrics and best practices.

Responsibilities

• Lead and manage a team of Customer Care Agents to deliver exceptional customer experience while achieving KPIs.
• Recruit, develop and evolve capability to create future leaders.
• Identify skill gaps and train/coaching to ensure effective use of Momentum’s systems, processes and procedures.
• Ensure all operational processes are compliant and embed changes from regulatory updates.
• Collaborate with Quality Assurance to run and improve the Quality Assurance program.

Skills

Leadership

Compliance

Risk management

Contact centre metrics

Change management

Customer focus

Analytics

Communication

Initiative

Commercial acumen

Job description

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 KPI’s 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.

Momentum Energy is a 100% Australian‑owned and operated energy retailer. We’re wholly owned by Hydro Tasmania, Australia's largest generator of renewable energy who’s been at the forefront of renewable energy innovation for more than 100 years.

At Momentum, we pride ourselves on innovation and outstanding customer service. In fact, we recently won a Mozo People’s Choice Award for Excellent Customer Service, as voted by Australian consumers.

We currently retail natural gas and electricity in Victoria, and electricity in NSW, SA, Queensland, the ACT and the Bass Strait Islands. We’re a challenger in the Australian energy market and we’ve bucked the industry trend of discounting in favour of offering competitive rates every day. This is part of our commitment to transparency and we believe it helps customers better understand what they’ll pay for their energy.

Want to know more about working for Momentum? Checkout: https://www.momentumenergy.com.au/about-us/careers

Momentum Energy is a 100% Australian‑owned and operated energy retailer. We’re wholly owned by Hydro Tasmania, Australia's largest generator of renewable energy who’s been at the forefront of renewable energy innovation for more than 100 years.

At Momentum, we pride ourselves on innovation and outstanding customer service. In fact, we recently won a Mozo People’s Choice Award for Excellent Customer Service, as voted by Australian consumers.

We currently retail natural gas and electricity in Victoria, and electricity in NSW, SA, Queensland, the ACT and the Bass Strait Islands. We’re a challenger in the Australian energy market and we’ve bucked the industry trend of discounting in favour of offering competitive rates every day. This is part of our commitment to transparency and we believe it helps customers better understand what they’ll pay for their energy.

Want to know more about working for Momentum? Checkout: https://www.momentumenergy.com.au/about-us/careers