Team Manager - Customer Initialisation

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 15 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
This is a full time, permanent position where you will manage an existing team of successful Customer Initialisation Consultants. 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 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. 

Reporting to the Manager – Customer Initialisation, you will be responsible for:

• 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
• 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

What We Are Looking For

• An experienced contact centre leader who understands the complexities of the retail energy industry and has a strong understanding of the relevant regulatory frameworks
• The ability to use conceptual thinking to solve problems and the commercial acumen to understand the "why" behind the data
• A natural ability to inspire and engage others, using empathy and strong listening skills to lead through change

The Perks:

• Guaranteed fixed annual pay increase each year, plus the potential to earn a KPI based bonus on top of your yearly salary
• Additional carers leave to support any caring responsibilities
• Up to 5 days compassionate leave to support you during those difficult times
• Flexible public holidays to allow you to swap state based public holidays for days that are more meaningful to you
• 30 weeks of paid parental leave

• The option to purchase up to 4 weeks of additional annual leave each year
• Opportunities for career development and advancement
• Enjoy flexible working arrangements with 3 days in the office, 2 days remote

Red is a fantastic place to work. We celebrate differences and you will be given the tools you need to be successful. Apply now and come experience the Power to be Different!

We are assessing applications as they come through so please don't hesitate and apply now!

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