Update your details, view your application and progress.Job no: 501216Work type: Permanent - Full TimeLocation: Morwell, Perth, MelbourneCategories: Retail MarketsAlign cross-functional teams to deliver a consistently exceptional customer experienceOptimize CX with actionable customer insightsAttractive hybrid work model | Energy Discounts | Career Growth OpportunitiesAlinta Energy is one of Australia’s biggest energy retailers, generators and developers with over 1.1 million customers. Australia’s energy system is undergoing the biggest transformation in its history and we’re right there with it. We’re investing in and developing large-scale renewables and storage projects as part of our ongoing effort to provide our customers with reliable, affordable and sustainable energy.About the roleThe Head of Customer Service Excellence is a critical leadership role responsible for delivering high performance customer service in our contact centres. In this role you will lead and foster a culture of customer service excellence, resulting in increased customer satisfaction, loyalty, and advocacy and enhanced business performance. You will be accountable for customer experience metrics, championing innovation, and ensuring the delivery of a consistent and exceptional customer journey across all touchpoints.What you’ll doLead and empower the high-performing teams in our contact centres.Develop and implement a comprehensive customer service excellence strategy aligned with Alinta Energy's overall business objectives.Define and champion a customer-centric and commercial vision and culture across the organization.Identify and analyze customer experience trends and best practices to drive innovation and improvement.Your experienceBachelor's degree in business administration, marketing, or a related field (Master's degree preferred).Extensive experience in customer service management preferably in the energy or utilities industry.Proven track record of developing and implementing successful customer service strategies.Strong understanding of customer experience measurement and analysis methodologies.Excellent leadership, communication, and interpersonal skills.This role is best suited to a proactive individual who has experience working within a complex and deadline driven environment.If you like the sound of this, and you’ve got experience in a similar role, we’d love to talk to you. Come and discover better together with Alinta Energy.We are a 2025 Circle Back Initiative Employer – we commit to respond to every applicant.If your application progresses, we will need to complete background and pre-employment checks, such as immigration checks, reference checks, criminal background checks, qualification checks, and additional checks for roles related to finance.Our Diversity CommitmentAlinta Energy offers a truly diverse, safe and supportive work environment. As an equal opportunity employer, Alinta Energy encourages applications from any qualified person, including First Nations Australians, members of the LGBTQIA+ community, people of all ages and people living with a disability. We are also proud to be a WORK180 Endorsed Employer and we are committed to advancing women’s careers.We look forward to hearing from you.Click ‘Apply’ to submit your application.#LI-FD1#LI-Hybrid:Advertised: 20 Mar 2025 AUS Eastern Daylight TimeApplications close: 30 Mar 2025 AUS Eastern Daylight TimeAcknowledgement of CountryAlinta Energy acknowledges the Traditional Custodians of the land on which we live, work and conduct our business operations. We acknowledge the continuing connections of Aboriginal and Torres Strait Islander Peoples to Country and community. We pay our respect to their Elders past and present and extend that respect to all Aboriginal and Torres Strait Islander people.
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