EnergyAustralia is one of Australia's largest energy companies providing smart, innovative energy solutions for our customers. We're in an exciting transformation and are committed to becoming a world-class organisation with the customer at the heart of everything we do.
About the Role:
An outstanding opportunity now exists to join our Customer Experience business unit as Leader Knowledge Management, leading a small team of between 3-5 Knowledge Administrators.
The purpose of this role is to ensure the knowledge platform effectively supports agents across EnergyAustralia’s global operational business incorporating our contact centres both onshore and off shore, credit and new connections teams, back office and some non-customer facing areas.
This role also has the responsibility for the look and feel of the knowledge platform and for ensuring its integrity through the development of processes and policies that support the effective capture, publishing, distribution and retrieval of information.
You will be seen as a trusted advisor by the business operational teams in terms of being across the latest developments and best practice in knowledge management and how this can be harnessed to improve the user and customer experience.
You will also have the opportunity to:
Implement knowledge management systems and procedures.
Build collaborative relationships with internal and external stakeholders to enable the design and development of fit for purpose knowledge solutions.
Proactively consult with key stakeholders regarding design and content based on best practice design standards and trends.
Proactively identify and drive improvements to the knowledge process and systems that improve the customer and end user experience.
Utilise Sharepoint, uPerform, Biteable, Articulate Storyline to support and improve knowledge management.
Collect and analyse relevant data on access and use of the knowledge management system in order to make targeted improvements.
Keep up to date with all current developments with regards to products, systems and industry trends to ensure we are at the forefront of best practice.
What we are looking for:
Experience in leading a team to deliver knowledge management solutions to meet changing business requirements.
Experience with Sharepoint and website design.
Ability to work across knowledge requirements of agents and back office.
Strong demonstrable experience in current trends and best practices in knowledge management.
Experience in the end-to-end development of a holistic knowledge management system and/or framework within a complex environment.
Well developed research and analytical skills.
Demonstrated ability to quickly build strong, trusting stakeholder relationships.
Influential communication and interpersonal skills with the ability to liaise with stakeholders to the highest level.
End-to-end project management experience with a strong track record of delivering on time and on budget.
Proven experience in working in a rapidly changing, agile business environment.
Proven experience in leading change across multiple stakeholders.
Strong structured problem solving, communications and presentation skills.
Experience in an environment utilising ‘chat bot’ and / or other intuitive knowledge retrieval systems advantageous.
To be successful, you will come from a proven background in knowledge management and have a contemporary and comprehensive knowledge of relevant tools and systems. Preferably you’ll have earned this experience within a large contact centre environment where you also have a proven track record of aligning people, work practices, business processes and technology to deliver significant performance improvements.
How to Apply:
If you share our passion for making customers a priority, doing the right thing, leading change and want to be part of an organisation focused on making a positive impact, click the 'Apply" button to submit your application.
Please refer to the Position Description for more information:
Leader Knowledge Management PD.pdf
Applications close COB Wednesday 23 May, however the recruitment process may commence prior to the advertising close date