Regional Customer Operations Lead – WA Energy

Horizon Power; Canning; Vor Ort; AUD 90.000 - 130.000; Vollzeit

Zusammenfassung

Horizon Power in Bentley, WA is seeking an experienced Customer Operations Manager to lead a critical customer-facing portfolio spanning service delivery, billing and debt management, compliance and continuous improvement. You’ll work across internal teams and delivery partners to drive customer outcomes and service excellence across regional WA.

The role requires a strong people leader who can influence stakeholders and deliver meaningful outcomes within a regulated environment.

Qualifikationen

• Proven leadership experience within customer operations or contact centre environments.
• Strong experience managing outsourced service providers and vendor relationships.
• Experience in regulated environments with accountability for governance or risk management.
• Ability to influence and build productive relationships with diverse stakeholders.
• Strong analytical, problem-solving and decision-making skills.

Aufgaben

• Lead a diverse customer operations portfolio spanning customer contact, billing and debt management, vulnerable customer support, quality assurance and knowledge management.
• Manage key service delivery partners and outsourced providers to ensure strong customer, operational and commercial outcomes.
• Drive operational performance through governance, service-level management, reporting and continuous improvement initiatives.
• Strengthen customer protection programs and support services for customers experiencing financial hardship and other complex circumstances.
• Provide leadership and oversight for complex customer issues, complaints, claims and escalations.
• Build capability across customer operations through clear standards, coaching and training.

Kenntnisse

Leadership

Outsourced/vendors

Regulatory/compliance

Stakeholder management

Analytical/problem solving

Jobbeschreibung

Horizon Power in Bentley, WA is seeking an experienced Customer Operations Manager to lead a critical customer-facing portfolio spanning service delivery, billing and debt management, compliance and continuous improvement. You’ll work across internal teams and delivery partners to drive customer outcomes and service excellence across regional WA.

The role requires a strong people leader who can influence stakeholders and deliver meaningful outcomes within a regulated environment.