Job Details
  • Reference396135A_1658937614
  • LocationMount Waverley
  • SalaryAU$95000 - AU$110000 per annum
  • Job TypeFull Time
  • Posted19 days ago
  • ConsultantCatherine Rockett
Cusomer Service Lead

Permanent Full Time Role

Located in Mount Waverley

Attractive Remuneration Package

50/50 Flexible work model

Chandler Macleod is proud to partner with one of our clients in the Utilities sector who are look to engage a Priority Services Lead team member for their business based in Mount Waverley.

What is involved in the role of a Priority Services Lead ?

Reporting to the Customer Care Manager, the Priority Services Lead is responsible for the implementation and delivery of our client's program of initiatives to support gas customers in vulnerable circumstances.

The Priority Services Lead will partner with our client's technology services team to establish system capability for our client's Priority Services Register (PSR). They will collaboratively develop Priority Services deliverables, establish partnership agreements with key stakeholders, consumer organisations and service providers to operationalise a nationally focused Priority Services Program.

The main responsibilities of the role are to:

  • Act as project lead for the establishment of CRM capabilities to implement the Priority Services Register across the business,
  • Assist in establishment of Priority Services initiatives which may include rebates, gas appliance safety checks, trade referrals and financial assistance.
  • Implement partnership agreements with targeted Community Service Organisations for two-way client and customer referrals.
  • Establish a trade panel network for the delivery of services including gas appliance safety checks, plumbing services, appliance repair and appliance installation assistance.
  • Work with the regulatory team and stakeholder engagement teams to inform regulatory resets across our national operations.
  • Measure, track, analyse and monitor performance of the program of activities, including customer satisfaction for customers experience vulnerability.
  • Operationalise and implement the Priority Services register including managing service orders and tasks, qualification of PSP requests and dispatch work orders.
  • Reconciliation and financial management of PSP initiatives against allocated budgets.
  • Represent the business at industry forums and stakeholder events relevant to the development, roll out and exposure of the PSR.
  • Assist the Customer Response Emergency Manager during network events by mobilising PSR initiatives to vulnerable customers.

What are we looking for in you?

Essential
  • Demonstrated strong interpersonal and communication skills.
  • Experience in supporting business operations
  • Proven ability to build relationships with internal and external stakeholders
  • Ability to establish commercial agreement with CSOs and trade providers.
  • Experience in the community services, social policy, or affordability/ hardship programs
  • Demonstrated inter-personal skills
  • Strong analytic and problem-solving skills.
  • Able to understand and disseminate industry terminology and concepts
  • Able to self-motivate and self-manage while working in a dynamic environment.
  • Fully Vaccinated

Desirable
  • Tertiary qualifications in a related industry such as community service, social policy
  • Experience in co-design
  • Knowledge of the energy sector and an awareness of stakeholder and customer priorities

So, what is on Offer?

  • A tailored training plan with professional and personal development opportunities;
  • Fun, friendly and professional working environment;
  • On the job learning;
  • Flexible work arrangements;
  • Access to a range of health and wellbeing initiatives

As part of the recruitment process, candidates will be required to undertake background checks which include Reference checks, Police check & Pre-employment Medical test.

If you have the necessary skills and experience to bring to this role and the willingness to join a fun and friendly team then please apply online TODAY. CM123W