Nexgrid Team Leader

Aboriginal Health Council Of Western Australia; Council of the City of Sydney; On-site; AUD 80,000 - 100,000; Full time

Job summary

A leading energy provider is seeking a NexGrid Team Leader to drive customer-centered support in emerging energy services. This role involves leading a high-performing team, managing operational performance, and implementing AI-supported tools for improved service. Candidates should possess strong leadership and analytical skills, with experience in customer service and a degree in a relevant field. The position offers opportunities for professional development in a rapidly evolving sector.

Benefits

Ongoing training

Professional development opportunities

Clear career progression pathways

Qualifications

• 5+ years experience in a customer or technical service environment.
• At least 2+ years in a leadership or coaching role.

Responsibilities

• Lead and develop a team delivering customer-centred support.
• Manage operational performance and oversee service delivery.
• Drive improvements using AI-supported tools and agile practices.
• Partner with teams to resolve issues and enhance service models.

Skills

Leadership skills

Analytical thinking

Communication skills

Agile methodologies

Customer service expertise

Education

Undergraduate degree in Business, Commerce, Management or equivalent

Job description

There's never been a better time to be in energy. And there's never been a more exciting time to be at Endeavour Energy. More than 2.7 million people across New South Wales rely on us every day for the supply of safe and reliable power to their homes and businesses. We employ more than 1,700 people across our catchment, making us one of the largest employers in Sydney's Greater West. We need talented people who care about one another and the work they do. Why? Because we're one of Australia's fastest growing networks, connecting 20,000 new customers each year, including the Western Sydney Aerotropolis. And when we power together, we go further, faster; towards a smarter, more sustainable future for us all.

On Offer

This is an exciting opportunity to join a team that values care, collaboration and high performance, while supporting customers at the forefront of the energy transition. You'll be recognised and rewarded for your contribution and have opportunities to step up and lead in a rapidly evolving sector. Take pride in working for an organisation that delivers an essential service and is enabling the shift to renewable and distributed energy, with access to ongoing training, professional development and clear career progression pathways.

About the Role

This is an exciting new leadership opportunity to shape how customers and partners experience emerging energy services. As the NexGrid Team Leader, you will lead a high-performing team delivering digitally enabled, customer-centred support across new and evolving energy solutions. You'll drive improvements in service delivery, team capability and customer outcomes by embedding AI-supported tools, agile ways of working and human-centred service design. Working closely with internal teams and strategic partners, you'll ensure customers are informed, supported and confident as they navigate the energy transition.

Key Accountabilities

• Lead, coach and develop Energy Services Specialists to deliver consistent, high-trust service across digital and voice channels, while managing rostering, onboarding and capability development.
• Oversee daily operational performance, including workflow, case volumes, queue health, KPIs and quality assurance, acting as the first point of escalation for complex customer or stakeholder issues.
• Embed guided knowledge, AI-assisted tools and structured feedback loops to improve service quality, accuracy and customer confidence.
• Facilitate agile ways of working, including sprint planning, retrospectives and service reviews, to identify failure demand and drive continuous improvement.
• Partner with Future Grid, Customer Network Solutions and Digital teams to optimise escalation pathways, resolve cross-functional issues and contribute to the ongoing evolution of the NexGrid service model, including process and system enhancements.

Challenges

This role requires balancing live operational performance with ongoing transformation and change initiatives in a fast-paced, AI-enabled environment. You will lead a hybrid team across multiple systems, priorities and service channels, while driving measurable improvements in customer outcomes and building team confidence as new services and technologies are introduced. Translating data, insights and customer sentiment into meaningful coaching and operational action will be critical to success.

Qualifications, Certifications and Licences

• Undergraduate degree in Business, Commerce, Management or equivalent experience.
• 5+ years' experience in a customer or technical service environment, with at least 2+ years in a leadership or coaching role.

Desirable

• Agile Practitioner or equivalent certification.
• Exposure to distributed energy resources, smart metering or emerging energy services.
• Experience leading teams in an AI-supported service environment.

Skills and Experience

You bring proven experience leading customer service or technical support teams, with strong capability in performance management, workforce planning and quality assurance. You're analytically minded, comfortable using data, customer insights and operational metrics to drive improvement. A confident communicator with high digital literacy, you build strong relationships, work effectively in agile environments, and bring a clear understanding of regulated service contexts, emerging energy programs and the energy transition.

Applications close -12 January ****.

When we power together, we can achieve so much more. At Endeavour Energy, having a diverse and inclusive workplace makes us better, safer, and stronger. We strive to create an environment where everyone feels safe, motivated, valued, included and respected. Endeavour Energy is a critical infrastructure organisation and performs various background checks to evaluate the suitability of an applicant before making an employment offer to ensure the security and protection of its assets.