Team Manager - Customer Solutions

Red Energy Pty Ltd; City of Melbourne; On-site; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Flexible work arrangement

Performance bonus opportunity

Employee discounts

Pet-friendly office

Job summary

Red Energy Pty Ltd in Melbourne seeks a Team Manager for Customer Solutions to lead our frontline contact centre and drive commercial and operational success. You will coach and develop a high-performing team, manage performance, and balance customer outcomes with regulatory compliance.

You will thrive in an agile environment, read financial data to inform decisions, engage diverse stakeholders, and contribute to a secure, compliant and award-winning customer experience.

Qualifications

• 5+ years of experience leading a contact centre team in retail energy.
• Strong understanding of regulatory frameworks governing energy retail.
• Ability to balance customer outcomes with commercial objectives and detect risks.

Responsibilities

• Lead, influence and inspire an award-winning customer service team.
• Develop your team’s growth with coaching and feedback.
• Engage with internal and external stakeholders to streamline processes.
• Build knowledge to enable first-contact resolution while staying compliant.
• Read and interpret financial data to inform decisions balancing customer and business outcomes.
• Support quality assurance and mitigate regulatory risks.
• Identify efficiencies to improve data integrity and customer experience.

Skills

Team leadership

Stakeholder engagement

Coaching & development

Financial data interpretation

Job description

About Us

At Red Energy, we are passionate about providing award‑winning customer service to over 1.5 million of our customers across the country. Owned by the mighty Snowy Hydro, we are 100% Australian owned which our customers love us for. Our award winning team have won 16 consecutive Canstar Blue Awards for best overall customer satisfaction amongst Victorian electricity providers. Ready for a new career - come grow with us!

About the Role
As a Team Manager for Customer Solutions, you aren’t just managing people; you are driving the commercial and operational success of an award winning frontline team. Our contact centre Consultants are dedicated to providing an exceptional experience to our highly valued customers, when they need us most.

The ideal candidate will thrive in an agile environment, is always using their initiative to think of better ways of working and demonstrates strong time management skills. You will have a strong commercial acumen, the ability to read and interpret financial data, and can balance between positive outcomes for the customer as well as the commercial outcome for Red.

You will not only lead the team but truly influence, engage and inspire them to be the very best that they can be, ensuring that we continue providing a great customer experience, remain compliant and retain our people who do it best.

This is a full time, permanent position based in the iconic Bryant & May Building in Cremorne, Melbourne with flexible working arrangements of 3 days in the office, 2 days remote.

Role Responsibilities

• Leading, influencing and inspire our award winning customer service team
• Developing your team’s personal growth and capability with coaching, training and performance feedback
• Engaging with a variety of internal and external stakeholders to ensure our processes are run efficiently
• Developing the knowledge and skills of your team to facilitate ‘first contact resolution’ and meet all compliance and regulatory standards
• Reading and interpreting financial data to make informed decisions that balance customer outcomes with business sustainability
• Supporting quality assurance programs to ensure a high level of compliance and working closely with our Quality team to resolve potential regulatory risks
• Proactively identifying ways to maximise efficiencies, improve data integrity, and enhance the overall customer experience

About You

• An experienced contact centre leader with 5+ years of experience who understands the complexities of the retail energy industry and has a strong understanding of the relevant regulatory frameworks
• The courage and confidence to navigate difficult conversations, provide honest feedback, and manage team performance with fairness and empathy
• The ability to use conceptual thinking to solve problems and the commercial acumen to understand the ‘why’ behind the data
• Highly adaptable with a natural ability to inspire, engage, and guide others through change using strong listening skills and empathy

The Perks

• Join one of Australia’s most iconic renewable energy organisations, working with best in class professionals across a number business units
• Enjoy flexible working arrangements with 3 days in the office, 2 days remote
• Guaranteed fixed annual pay increase each year, plus the potential to earn a KPI based bonus on top of your yearly salary
• Take advantage of a wide range of employee perks & discounts, including novated leasing and discounted electricity and gas as a Red Energy customer
• Join a vibrant, dog-friendly team in our Cremorne office that is committed to your career growth and development

In return for your experience we can offer you an integral role in a business like no other. You will grow, develop and be stretched, all of which will contribute to the continued success of your career. We are a values led business that believes in being decent to our employees as well as our customers, and you can thrive in a diverse and supportive team to showcase your talent.

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