Team Manager - Customer Solutions

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!

• 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

• 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 

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