Team Manager – Customer Solutions

Jobtailor; City of Melbourne; On-site; AUD 150,000 - 210,000; Full time

Job summary

Jobtailor is seeking a seasoned Head of Contact Centre to lead and inspire a high‑performing customer service team within the retail energy sector. You will shape service standards, drive engagement, and champion customer outcomes.

You will coach and develop team members, ensure regulatory compliance, and translate financial insights into sustainable business results while enhancing data integrity and the overall customer experience.

Qualifications

• 5+ years of experience as a contact centre leader.
• Understanding of the retail energy industry.
• Strong understanding of relevant regulatory frameworks.
• Commercial acumen and ability to interpret financial data.
• Conceptual thinking and problem-solving ability.
• Strong listening skills and empathy.
• Ability to navigate difficult conversations and provide honest feedback.
• Ability to manage team performance fairly and empathetically.
• Adaptability and ability to guide others through change.

Responsibilities

• Lead, influence, and inspire an award-winning customer service team.
• Develop team members' personal growth and capability through coaching, training, and performance feedback.
• Engage with internal and external stakeholders to ensure processes run efficiently.
• Develop team knowledge and skills to facilitate first-contact resolution and meet compliance and regulatory standards.
• Interpret financial data to balance customer outcomes with business sustainability.
• Support quality assurance programs and collaborate with the Quality team to resolve regulatory risks.
• Identify opportunities to maximize efficiencies, improve data integrity, and enhance the customer experience.

Skills

Contact Centre Leadership

Retail Energy Industry Knowledge

Regulatory Framework Understanding

Financial Data Interpretation

Coaching and Performance Management

Job description

• Lead, influence, and inspire an award-winning customer service team


• Develop team members' personal growth and capability through coaching, training, and performance feedback


• Engage with internal and external stakeholders to ensure processes run efficiently


• Develop team knowledge and skills to facilitate first-contact resolution and meet compliance and regulatory standards


• Interpret financial data to balance customer outcomes with business sustainability


• Support quality assurance programs and collaborate with the Quality team to resolve regulatory risks


• Identify opportunities to maximize efficiencies, improve data integrity, and enhance the customer experience

Requirements

• 5+ years of experience as a contact centre leader


• Understanding of the retail energy industry


• Strong understanding of relevant regulatory frameworks


• Commercial acumen and ability to interpret financial data


• Conceptual thinking and problem-solving ability


• Strong listening skills and empathy


• Ability to navigate difficult conversations and provide honest feedback


• Ability to manage team performance fairly and empathetically


• Adaptability and ability to guide others through change

Core Competencies

Demonstrates expertise in leading customer service teams, developing team capabilities through coaching and training, and ensuring compliance with regulatory standards. Proficient in interpreting financial data to balance customer outcomes with business sustainability while enhancing the overall customer experience.

Highest-signal resume keywords

• Contact Centre Leadership


• Retail Energy Industry Knowledge


• Regulatory Framework Understanding


• Financial Data Interpretation


• Coaching and Performance Management

Soft Skills

• Empathy


• Active Listening


• Conceptual Thinking


• Problem-Solving


• Adaptability

Industry Keywords

• Customer Service


• Quality Assurance


• Compliance Standards


• Stakeholder Engagement


• Data Integrity