Customer Experience Team Lead – Complaints & Escalations

Source; Melbourne; Hybrid; AUD 100,000 - 130,000; Full time

Job summary

PLUS ES in Melbourne is seeking a seasoned customer operations leader to head the Customer Contact Centre and CORE activities, guiding complaints, Ombudsman enquiries and customer compensation.

Reporting to the Customer Experience Lead, you will coach teams, coordinate workload, monitor quality and collaborate with Operations, Billing, Legal and retailers in a hybrid office setting. The role requires at least five years in utilities or related services and strong data-driven decision skills.

Qualifications

• Five years’ experience in utilities, energy, metering or operational services.
• Experience in contact centre, complaints, case-management or service-operations.
• Knowledge of Ombudsman, external dispute resolution and compensation is desirable.
• Strong communication, stakeholder management and data utilisation.

Responsibilities

• Coordinate daily contact centre coverage, workload, priorities and escalations.
• Lead complex complaints, Ombudsman enquiries and compensation cases to 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.

Skills

Leadership

Customer service

Coaching

Complaint handling

CRM exposure

Tools

CRM software

Microsoft Office

Job description

PLUS ES in Melbourne is seeking a seasoned customer operations leader to head the Customer Contact Centre and CORE activities, guiding complaints, Ombudsman enquiries and customer compensation.

Reporting to the Customer Experience Lead, you will coach teams, coordinate workload, monitor quality and collaborate with Operations, Billing, Legal and retailers in a hybrid office setting. The role requires at least five years in utilities or related services and strong data-driven decision skills.