Customer Operations Team Leader

Western Power; Western Australia; On-site; AUD 110,000 - 150,000; Full time

Benefits offered by this job

Flexible work arrangements

Up to four weeks of additional leave

Salary packaging

Discounted health insurance & gym

Wellness leave days

Job summary

Western Power in Perth seeks a Customer Operations Team Leader to guide a customer-focused team handling engagement, financial matters and administrative support for distribution connection works. You will drive service performance, stakeholder collaboration and compliance in a fast-paced environment.

Responsibilities include leading projects end-to-end, maintaining service levels, communicating with customers, and developing staff capabilities while planning for future team growth and

Qualifications

• Tertiary qualifications in a commercial or business-related discipline or extensive experience in a customer driven supervisory position.
• Demonstrated leadership experience, skills, and knowledge.
• Ability to support and implement strategic initiatives with knowledge of relevant principles and commercial practices.

Responsibilities

• Oversee and lead best practice during a project lifecycle.
• Ensure the appropriate service levels are maintained for customer-initiated works.
• Continually monitor and report overall service performance against expectations, intervening as required.
• Facilitate and manage customer communication related to customer-initiated works.
• Meet allocated legal, technical, and regulatory compliance obligations.
• Develop talent through performance management and ongoing development of staff.

Skills

Leadership

Communication

Stakeholder management

Risk & compliance

Education

Bachelor's degree in business or related field

Tools

Computer software

MS Office/ERP systems

Job description

Customer Operations Team Leader – Permanent - Perth

The Customer Operations Team Leader is responsible for leading and developing a team of customer-focused employees accountable for managing customer engagement, financial matters and administrative support services associated with distribution connection works. Operating in a fast-paced, high-volume environment, the role requires a values-led leader who can build high performance, drive accountability, lead through change and influence outcomes across a diverse range of internal and external stakeholders.

Your Role in Action

Oversee and lead best practice during a project lifecycle.

Ensure the appropriate service levels are maintained for customer-initiated works.

Continually monitor and report overall service performance against expectations, recommending interventions as required to ensure achievement of all key customer outcomes.

Facilitate and manage customer communication related to customer-initiated works.

Meeting allocated legal, technical, and regulatory compliance obligations.

Manage talent through effective execution of employee performance outcomes through established system and processes and the ongoing development of employees, ensuring the technical competence of staff relevant to the team’s area of responsibility.

Manage and maintain the needs for future growth of their team and complete the end-to-end process of new employee engagement.

Ensure the operational workforce can operate to a high standard with documentation and systems updated in a regular timeframe.

What Makes You a Great Fit

Tertiary qualifications in a commercial or business-related discipline or extensive experience in a customer driven supervisory position.

Demonstrated, relevant leadership experience, skills, and knowledge.

Demonstrated ability to support and implement strategic initiatives with specific knowledge of relevant principles and commercial practices.

High level of influencing, communication (written and verbal) and interpersonal skills.

Solid knowledge and expertise within an operationally driven environment or related area.

An understanding of risk and compliance management and its application in the business.

Proficiency in computer software applications.

By joining Western Power, you will contribute to powering a cleaner energy future. We are dedicated to fostering career development and promoting a healthy work-life balance, empowering you to drive innovation as we develop a network that will serve the Western Australian community for generations. You will also benefit from a range of perks and opportunities, including:

Over 50% of our employment opportunities are driven by career progression.

Flexible work arrangements to support flexible working hours and working from home arrangements.

The opportunity to purchase up to four weeks of additional leave per year.

Access to salary packaging, social club activities, and discounted health insurance and gym membership.

An award-winning employee recognition and benefits programme.

An innovative team culture that’s enabling the transition to renewable energy and decarbonisation.

In addition to standard leave, enjoy two wellness leave days each year.

Access to end-of-trip facilities at our Perth office and South Metro Depot, perfect for cyclists.

Applications close on 2 November

We value diversity and inclusivity, encouraging applications from all backgrounds, including women, Aboriginal and Torres Strait Islander people, and LGBTQIA+ communities. Find out more about our Reconciliation Action Plan and Disability Access and Inclusion Plan.

Learn more about Western Power here: About (westernpower.com.au)

Find out how we’re building A Network for Life: A network for life (westernpower.com.au)