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Group Leader Customer Recovery

Apply now Job no: 500702
Work type: Full Time Permanent
Location: Victoria
Categories: Customer Services, Change, Strategy

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 

Reporting to the Leader, Customer Care Resolutions, The Group Leader Customer Recovery within the Resolutions leadership team will be required to lead the Internal and Ombudsmen Complaints team and associated initiatives. This is a key role that will identify, establish and manage relationships with key stakeholders in the business to lead and deliver the Internal and Ombudsmen Complaints along with the Friends, Family and You program of work.

In this critical role, you will drive productivity and provide leadership in presenting system issues and root causes that drive customer dissatisfaction, churn and inefficiencies across EnergyAustralia. This role is also responsible for obtaining support to implement sustainable changes required to reduce and capture complaints internally as part of our complaint strategy and objectives.

The Team

Our Customer Resolutions team resolves escalated customer issues by managing complaints referred from several different channels, including customer facing staff, ombudsman offices and members of our executive team. Their key objective is to manage these complaints end to end in order to avoid external escalations whilst always putting the customer experience first.

Key Responsibilities:

  • Develop trusted relationships with key internal and external stakeholders regarding engagement,
  • delivery, initiatives, projects and process.
  • Demonstrate leadership in helping all customer and business impacting functions.
  • Ability to build strong relationships with Ombudsman schemes on aged and complex cases to reduce upgrades and manage risk.
  • Lead the engagement, coaching and performance management of the team.
  • Provide high quality analysis and presentations to internal and external stakeholders.
  • Ensure all regulatory obligations are met, documented and recorded.
  • Identify new business and business process re-engineering opportunities.
  • Lead and champion cultural change programs.
  • Individual and team adherence to external regulations while not compromising on our customers experience.

 What we're looking for:

  • Demonstrated experience in managing a complaints, ombudsman or resolutions teams.
  • Proven experience leading people through times of change.
  • Detailed understanding and awareness of broader issues and trends within a customer facing industry.
  • Demonstrated strategic ‘thinker’ with competency in business planning.
  • Experience with executive level Stakeholder Management and presentations.
  • Strong relationship building skills to support implementation.
  • Exceptional written and verbal communication skills.
  • Relevant tertiary qualification in a business related discipline preferred.

Due to the nature of where these roles sit within our business there may be a requirement to work extra hours to ensure the resolution of issues.  You may also be required at times to travel to other Melbourne CBD locations, Geelong or interstate sites.

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.

Applications close Monday 28 May, however the recruitment process may commence prior to the advertising close date.



Download the role position description

Advertised: AUS Eastern Standard Time
Applications close: AUS Eastern Standard Time

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