Customer Service Operations Lead — Process & Performance

Pacific Blue Australia; Melbourne; Hybride; AUD 110 000 - 140 000; Plein temps

Avantages offerts par ce poste

Discounts on energy products

Purchased leave program

Employee assistance program

Parental leave options

Modern open-plan office

Résumé du poste

Pacific Blue Australia is seeking a Customer Service Operations Process Lead to guide performance across internal and outsourced teams. You will own KPI setting, cost management and continuous improvement initiatives within Retail operations.

The role is a 12-month fixed-term hybrid position based in Melbourne or Geelong, reporting to the Senior Customer Service Operations Manager. You will collaborate with stakeholders to drive compliant, high-quality service delivery.

Qualifications

• Minimum 3 years working in Retail energy.
• 3 years+ experience in a Process or Performance Leader or similar role.
• Demonstrated experience working in Contact Centre service teams.
• Experience in managing service level agreements with external suppliers.
• Knowledge of regulatory reporting requirements.

Responsabilités

• 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.

Connaissances

Stakeholder engagement

Leadership

Performance management

Agile work style

Contracted partner management

Communication skills

Project planning

Risk assessment

Formation

Retail energy experience

Outils

CRM systems

KPI dashboards

Description du poste

Pacific Blue Australia is seeking a Customer Service Operations Process Lead to guide performance across internal and outsourced teams. You will own KPI setting, cost management and continuous improvement initiatives within Retail operations.

The role is a 12-month fixed-term hybrid position based in Melbourne or Geelong, reporting to the Senior Customer Service Operations Manager. You will collaborate with stakeholders to drive compliant, high-quality service delivery.