Contact Centre and Complaints Lead - [Archived Advertisement]

Are you looking for your next career experience? We have an opportunity for you.

Evoenergy is looking for an experience and highly motivated contact centre and complaints lead who is passionate about delivering a positive customer experience.

You will champion customer centric philosophy, guiding the function and always advocating for the customer in everything you do.

Why work for us?

At Evoenergy, we operate and maintain the Electricity and Gas Networks around Canberra to ensure our customers have safe and reliable energy services.

We strive to provide our customers with the best energy solutions through being agile, creative and embracing technological changes, and we want your help to continue this excellent work.

Evoenergy are committed to equal employment opportunity, equity, employing people from diverse backgrounds and providing an inclusive and collaborative environment. Our aim is to keep you safe through maintaining high levels of health and safety within our workforce and the broader community. We also have a strong focus on gender balance within the organisation and encourage women to apply.

If you join us, you will be responsible for:

• Support and guide the team through a customer contact transition from voice as primary to omni channel opportunities;
• Providing effective 24 hour operation of the Contact Centre;
• Advocating for our customers across all business processes and systems;
• Delivery of balanced business and customer outcomes through delivering a consistent and positive customer experience;
• Planning, initiating, informing others and delivering Customer Experience initiatives and opportunities;
• Developing and handling the crisis and emergency management processes.

To be successful, do you have?

• Certificate IV in Business Administration or Management, or related working experience.
• Experience in systems operations and emergency call handling environments.
• Experience in leading a Contact Centre including planning and budgeting, organising and providing leadership to an operational customer centric team.
• A deep understand of trends and changes impacting the Customer Experience within regulated industries.

If this sounds like the next role for you, we would love to hear from you.

To apply, log onto our recruitment portal and submit your cover letter and resume outlining the experience and capabilities you bring to the role, in addition to, telling us what success looks like and how you can contribute to our team. Applications close 5 August 2018. To learn more about this exciting opportunity, please contact Alison Davis on (02) 6270 7692