Customer Service Operations Process Lead

Pacific Blue Australia; Melbourne; Hybrid; AUD 110,000 - 140,000; Full time

Benefits offered by this job

Discounts on energy products

Purchased leave program

Employee assistance program

Parental leave options

Modern open-plan office

Job summary

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.

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

Stakeholder engagement

Leadership

Performance management

Agile work style

Contracted partner management

Communication skills

Project planning

Risk assessment

Education

Retail energy experience

Tools

CRM systems

KPI dashboards

Job description

Customer Service Operations Process Lead

Pacific Blue is a leading owner, operator, and developer of renewable energy assets and one of Australia's fastest growing energy retailers (Tango Energy). We operate a high quality and diversified portfolio of wind, hydro, and solar assets, as well as offering a range of competitive energy products, delivering value to our retail energy customer base. With the growing importance of renewable energy in Australia's future, a career with us is more than just a job.

The Customer Service Operations Process Lead is responsible for leading customer service operations processes and performance across Pacific Blue's Retail business, supporting positive customer and business outcomes. The role owns the performance and continuous improvement of outsourced customer service operations, while supporting the performance, onboarding and training of the internal customer service team. This includes KPI setting, performance management, cost and headcount management, and external partner accountability. Working closely with the Senior Customer Service Operations Manager, Retail Operations and other stakeholders, the role leads the development and implementation of customer service processes and performance initiatives, ensuring consistent, compliant and effective service delivery across internal and outsourced teams.

This is a 12 month fixed term hybrid role based in Melbourne or Geelong.

The role is primarily responsible for but not limited to:

• 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.

To be successful in this role you will have:

Knowledge and Experience

• Minimum 3 years working in Retail energy
• 3 years+ experience in as a Process or Performance Leader or similar role
• Demonstrated experience working in, Contact Centre service teams;
• Willing to accept responsibility, foster accountability and lead by example
• Demonstrated experience in developing and implementing customer facing strategies and processes.
• Experience in managing service level agreements with external suppliers.
• Demonstrated ability to work constructively and collaboratively with internal teams/functions and have a sound understanding of customer service performance management
• Track record of performance against leadership and customer service related KPIs
• Campaign delivery expertise, including tactical and strategic execution of operational activities within all market segments
• Knowledge of regulatory reporting requirements

Skills

• Demonstrated ability to work in an agile and dynamic business culture
• Strong effective self and time management skills
• Exceptional verbal, written and interpersonal communication skills
• Leadership through influence
• Managing external partners
• Problem solving
• Planning & Project Management
• Commercial acumen
• Risk assessment and mitigation
• Excellent stakeholder engagement, and ability to manage via influence
• Ability to think laterally and analytically through complex issues and apply learned knowledge

We offer:

What We offer
At Pacific Blue, as a leading renewable energy provider for the past 30 years, we know what it takes to create real change. Our success isn't solely driven by our technology, investments, or assets- it's powered by our people. Our passionate and dedicated team is the reason we can make 100% clean energy available today, not tomorrow.

We provide a wide range of benefits including:

• Discounts to Home Energy and Health Insurance
• Purchased leave program
• Free Employee Assistance Program
• Generous parental leave options
• Modern open plan office with ergonomic standing desks
• Office location next to Southern Cross Station and tram stops
• A team that is inclusive and supportive

Pacific Blue is committed to fostering an inclusive and diverse work environment where individuals in each of our business units feel involved, supported, respected, and treated fairly. We believe that embracing people with diverse capabilities, perspectives, and experiences will enrich our team and provide competitive advantages to our business. This has resulted in our recognition by the DCA as an Inclusive Employer.

If you require accommodations or adjustments, we encourage you to inform us so that we can support you throughout the application process.

Only candidates with the eligible right to work in Australia will be considered.