Customer Operations Leader - Telco

at  Origin Energy

• Salary + annual performance review/bonus
• Opportunity to get in at ground level and help build the team
• Melbourne based

DELIVERING GOOD ENERGY STARTS FROM WITHIN

It’s an exciting time to join Origin. Creating a great place to work means together we’re progressing our ambition to lead the energy transition through cleaner energy and customer solutions. We’re always looking for better ways to deliver for our customers – and for our people.

WHAT WILL YOU BRING?

This presents a unique opportunity to play a pivotal role in shaping a function and assembling a team within Origin, carrying with it significant responsibility. We are looking for someone with drive and motivation, coupled with a high level of business acumen.

• Experience leading teams, including financial management and workforce planning experience.
• You will show a demonstrated ability to document control issues, business impact and action management plans for your team.
• As you will be supporting the team build, significant experience within the telecommunications industry is essential.

ABOUT THE ROLE:

In our newly created Broadband team, this Customer Operation Leader role will be different to any other leader role you may have held before. Whilst we work together as one large Origin family, the team you lead will be your team. It is an autonomous business that looks after 12,000 to 30,000 customers and as a leader, you will be responsible for the happiness of your customers and the team.
You will use your commercial awareness to run a highly efficient team while considering your cost to serve. You will be responsible for resource planning and have the ability to make decisions around your team’s incentives, their hours of work and their leave.
The operating hours for the Broadband team are 8am - 11pm Monday to Sunday. To ensure our Telco Specialists are supported, our Customer Operations Leaders across our Melbourne and Adelaide sites will be required to work during these hours on a rotating basis.

WHY THIS ROLE MATTERS:

• You will champion a world class customer experience by being the escalation point for your teams’ customers, resolving the most complex cases and making suggestions to drive efficiencies and customer experience in the business.
• Team happiness – you will drive your teams engagement and are responsible for their professional development. You will understand their goals and provide training and guidance on areas for improvement. It is up to you to decide how to motivate and incentivise to drive a culture of high performance.
• You will have financial discretion for your business and will understand a P&L statement and how to manage your portfolio, costs, and incentives to ensure you maximise customer and business outcomes.
• As the first line of defence, you will ensure that your business meets its compliance and regulatory obligations.

This presents a unique opportunity to play a pivotal role in shaping a function and assembling a team within Origin, carrying with it significant responsibility. We are looking for someone with drive and motivation, coupled with a high level of business acumen.

• Experience leading teams, including financial management and workforce planning experience.
• You will show a demonstrated ability to document control issues, business impact and action management plans for your team.
• As you will be supporting the team build, significant experience within the telecommunications industry is essential