Head of Customer Experience - Solar & Energy

SAE Group; Kingscliff; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Beachside office in Kingscliff

Employee Assistance Program

Team events

Leadership role with ownership of CX

Job summary

SAE Group in Kingscliff, Australia, is seeking an experienced leader to head our Customer Service and Administration team. You will own the customer journey from enquiry to installation, coordinating across sales, operations and senior management.

You will recruit, coach and manage a high-performing team, oversee bookings and scheduling, and drive improvements in processes and customer outcomes. A beachside Kingscliff office supports collaborative teamwork.

Qualifications

• Proven experience leading a customer service or administration team.
• Track record of coaching people and managing performance.
• Calm, practical handling of escalations and difficult conversations.
• Clear written and verbal communication at every level.
• Exceptional organisation and prioritisation in a fast-paced, high-volume environment.
• Experience coordinating schedules and workflows.
• Confidence with business systems and reporting (Salesforce/Simpro).
• Solar/energy industry exposure is a plus.
• Understanding of Australian Consumer Law and its application in disputes.

Responsibilities

• Lead, coach and develop our Customer Service Administrators.
• Recruit, train and onboard new team members; set and track KPIs.
• Manage customer enquiries and escalations to resolution.
• Oversee booking and scheduling of installations and service appointments.
• Maintain accurate customer records and streamline workflows for efficiency.
• Collaborate with sales and operations to prevent gaps.
• Report to the General Manager and drive improvements across the customer journey.
• Manage team budget and approve purchases within authority.

Skills

Leadership

Coaching

Communication

Scheduling

Budgeting

KPIs

Australian Consumer Law

Tools

Salesforce

Simpro

Job description

SAE Group in Kingscliff, Australia, is seeking an experienced leader to head our Customer Service and Administration team. You will own the customer journey from enquiry to installation, coordinating across sales, operations and senior management.

You will recruit, coach and manage a high-performing team, oversee bookings and scheduling, and drive improvements in processes and customer outcomes. A beachside Kingscliff office supports collaborative teamwork.