Customer Experience Team Lead

Source; Sydney; Híbrido; AUD 90.000 - 120.000; Jornada completa

Descripción de la vacante

PLUS ES is seeking a skilled Customer Experience Lead to manage the Customer Contact Centre and CORE activities, including complaints, Ombudsman enquiries and compensation.

Reporting to the Customer Experience Lead, you will coach a team, coordinate workload and ensure compliant, high-quality service across internal and BPO partners. The role offers a hybrid arrangement with three days per week in the office, shaping customer journeys across utilities and energy services.

Formación

• Five years’ experience in utilities, energy, metering or operational services, with contact centre, complaints, case-management or service-operations exposure.

Responsabilidades

• Coordinate daily contact centre coverage, workload, priorities and escalations.
• Lead complex complaints, Ombudsman enquiries and compensation cases to accurate, documented resolution.
• Monitor service quality and internal/BPO performance using reports, case reviews and customer feedback.
• Coach team members, clarify expectations and build contact-handling and case-management capability.
• Improve first-contact resolution, simplify processes and maintain compliant service hand-offs.

Conocimientos

Customer contact centre

Complaint handling

Coaching

CRM knowledge

Microsoft Office

Herramientas

CRM software

Microsoft Office

Descripción del empleo

PLUS ES is entering an exciting new chapter. As it continues its journey as a leader in metering and data services, it is building smarter infrastructure solutions at the intersection of technology, service and sustainability, powering the energy and resource transition across Australia. This is an opportunity to help shape what PLUS ES becomes next, with a commitment to delivering the reliable, accurate data and insights a sustainable energy future depends on.

PLUS ES’s mission is to deliver smarter infrastructure and data to enable a sustainable tomorrow, and its vision is to keep innovating today for tomorrow’s energy challenges. Its values are Safety, Team, Customer, Innovation and Accountability.

About the Role

Help frontline teams deliver professional, timely and consistent customer outcomes. Reporting to the Customer Experience Lead, you will lead day-to-day Customer Contact Centre and CORE activities, including complaints, Ombudsman enquiries and customer compensation.

You will coach team members, coordinate workload and monitor quality across internal and BPO delivery. You will work with Operations, Billing, Legal, retailers and dispute resolution bodies; this role does not own the separate Customer Support function. The role offers a hybrid arrangement, with three days per week in the office.

Key Responsibilities

Coordinate daily contact centre coverage, workload, priorities and escalations.

Lead complex complaints, Ombudsman enquiries and compensation cases to accurate, documented resolution.

Monitor service quality and internal/BPO performance using reports, case reviews and customer feedback.

Coach team members, clarify expectations and build contact-handling and case-management capability.

Improve first-contact resolution, simplify processes and maintain compliant service hand-offs.

About You

You bring at least five years’ experience in utilities, energy, metering or operational services, plus relevant contact centre, complaints, case-management or service-operations experience. You have led daily work, coached colleagues and handled escalated customer matters against quality and compliance expectations.

Experience in utilities, energy, metering services or BPO operations would be highly regarded. You communicate calmly in sensitive situations, organise competing priorities and use operational data to identify gaps. Working knowledge of CRM, case-management, contact centre and Microsoft Office tools is required. Ombudsman, external dispute resolution and compensation knowledge is desirable, as is a relevant qualification or equivalent practical experience.

Why Apply?

Make a direct difference to customers and the people supporting them. Combine practical team leadership with the opportunity to improve difficult customer journeys, strengthen service consistency and translate feedback into action.

Please note: The successful candidate will be required to satisfactorily complete a criminal history check as part of the pre-employment screening process.

This organisation is an equal opportunity employer and welcomes applications from all backgrounds.