Customer Requests Team Leader


Why work for us?


Join the team that owns and manages Australia’s three leading electricity distribution networks and be part of a company that makes a real difference to the communities we service.


When you join our business, your work-life balance and career development are high priorities. We place emphasis on your development through diverse training programs, leadership courses and internal opportunities.


Some of our benefits:


  • Exposure to industry leading practices within a strong company
  • A great incentives package including an annual performance bonus, health and fitness subsidy, salary packaging options and much more….
  • A supportive team culture

About the opportunity:


This is an exciting permanent opportunity for a person passionate about delivering exceptional customer service. This role will be instrumental in leading and engaging teams through change to deliver business benefits of organisation programs of work and fulfil strategic objectives with minimal impact on daily service delivery.

You will have responsibility to deliver customer requests processes and initiatives to ensure ongoing improvement in customer satisfaction and reduced complaints. You will provide effective customer service and dispute resolution on behalf of the business for customer-initiated augmentation work, ensuring ongoing improvement in employee satisfaction.

As a member of the Customer Connections & Requests leadership team you will collaborate with your peers ensuring team resources are optimally utilised across key functions of the broader teams, while maintaining agreed service levels.

Further Responsibilities in this role will include:


  • Enable and encourage others to participate in decision making whilst considering broader business agenda and objectives
  • Contribute to and implement plans that ensure overall capabilities of the team to enable delivery of assigned project activities/services as required
  • Contribute to and implement plans that build team morale, employee engagement and generate commitment to and understanding of company vision and strategy
  • Contribute to and implement plans that result in a positive commercial and customer centric culture
  • Coaching: establish operating rhythm across team coaching activity on a daily/ weekly/ monthly basis inclusive of scheduled one on one coaching sessions. Develop the skills, capabilities and behaviours of the group to meet current and future workload requirement
  • Lead a team fostering customer centric culture focused on delivery of Powerful Customer Service to internal and external customers
  • Ensure customer enquiries are resolved in a timely professional and courteous manner and instigate ongoing improvement initiatives that increase customer satisfaction and reduce escalations and complaints to the Ombudsman

About you

To be successful in this role you will have;

  • Experience leading large teams in provision of customer facing services in a regulated/complex environment
  • Experience in the application of service delivery tools across email/ phone and other workflow channels
  • Experience in developing and maintaining key customer and stakeholder relationships
  • Previous experience leading teams to maintain operational performance through significant organisational change

About CitiPower, Powercor and United Energy


CitiPower, Powercor and United Energy are committed to providing customers with safe, reliable and affordable electricity supply. We own, operate and maintain the network assets, like our poles and wires, manage network safety, particularly in relation to bushfire risks, and provide metering services to 1.7 million homes and businesses within Melbourne’s CBD, inner and eastern suburbs, the Mornington Peninsula and across central and western Victoria.

Our networks are the most cost-efficient in the country, rated first, second and fourth by the Australian Energy Regulator based on total productivity. Importantly, this has enabled us to reduce average long-term electricity network charges to customers while we develop our networks for the future.

If you possess the required skills and experience and you are looking for a fantastic permanent opportunity please submit your application by C.O.B 30th September 2020.