Customer Service Operations Lead - 12-Month

Pacific Blue Australia; Melbourne; Hybrid; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Discounts on Home Energy

Purchased leave

Employee Assistance Program

Parental leave

Modern office

Prime location near transport

Inclusive team

Job summary

Pacific Blue is seeking a Customer Service Operations Process Lead for a 12-month fixed-term hybrid role based in Melbourne or Geelong. The role leads customer service processes and performance across Retail operations, overseeing internal and outsourced teams and managing costs, KPIs and compliance.

You will drive onboarding and training, coordinate cross-functional updates, and shape service improvements aligned with regulatory requirements and customer experience goals.

Qualifications

• Minimum 3 years in Retail energy
• 3+ years as Process or Performance Leader
• Experience in Contact Centre service teams
• Willing to accept responsibility, foster accountability and lead by example
• Experience in developing and implementing customer facing strategies and processes
• Experience in managing service level agreements with external suppliers
• Knowledge of regulatory reporting requirements

Responsibilities

• Lead a culture of teamwork and high performance across internal and outsourced customer service teams, working closely with the Team Leader.
• Oversee the performance of outsourced service agents, including KPI setting, performance monitoring and delivery against agreed service standards.
• Manage outsourced partner costs, headcount and call volumes, holding the partner accountable for performance against KPIs and contractual obligations.
• Establish and maintain an effective operating rhythm with the outsourced service partner to monitor performance, address issues and drive continuous improvement.
• Coordinate the onboarding, training and development of internal and outsourced service agents, supporting consistent service delivery and capability development.
• Work across Retail Operations and relevant stakeholders to ensure timely communication of business updates, processes and knowledge to internal and outsourced teams.
• Deliver Pacific Blue's customer service performance outcomes, including service levels, call handling times, call quality, customer satisfaction metrics (such as NPS) and cost management, while providing direct customer call support as required.
• Ensure the Company's compliance obligations relevant to the role are actively maintained, managed and kept up to date in accordance with the Company's Register of Compliance Obligations.

Skills

Team leadership

Customer service

Process improvement

KPI management

Stakeholder engagement

Cost management

Contract management

Agile mindset

Job description

Pacific Blue is seeking a Customer Service Operations Process Lead for a 12-month fixed-term hybrid role based in Melbourne or Geelong. The role leads customer service processes and performance across Retail operations, overseeing internal and outsourced teams and managing costs, KPIs and compliance.

You will drive onboarding and training, coordinate cross-functional updates, and shape service improvements aligned with regulatory requirements and customer experience goals.