* We invest time in our people and help them chart their own career trajectory
* We prioritise respect for each other, our customers, communities & stakeholders
* Flexible work options, competitive salary with generous leave benefits.
The world’s biggest challenge needs you, here.
Big challenges require big solutions. And the transition to a net-zero world is about as big as it gets. Working at Shell Energy - one of Australia’s leading energy retailers - puts you at the heart of that endeavour.
Lead the change, from the frontline
Based in Melbourne, the Operations Analyst will be a subject matter expert across the various functions within Gas C&I Operations. The ability to gain a detailed and working end to end knowledge of all functions and processes will allow the Operations Analyst to ensure that complex order management and billing exceptions are resolved in a timely manner and escalated complaints are managed appropriately per internal and external service levels and standards. This will contribute to the aim of ensuring the satisfaction of new and existing Shell Energy customers throughout all aspects of the customer lifecycle.
This hands-on work will be beneficial in identifying and implementing improvements in the operational performance of the Gas Retail business. The scope of this role will cover all elements of customer service and operations including transfers, meter data management, billing and dispute resolution.
The role reports to the Product & Operations Manager and is an integral part of the team to ensure the business (financial and customer) outcomes are delivered. In this capacity, the role is required to liaise with various stakeholders across the business.
With respect, integrity and honesty, you will:
* Process all market transactions in accordance with the relevant Energy Laws, Rules and Regulations and in accordance with Shell Energy’s policies and procedures;
* Receive and respond to stakeholder enquiries and complaints received over the phone, email or other mediums;
* Resolve order management, meter data and billing exceptions within internal and external service levels (quality and efficiency) as well as working with the Operations Manager on more complex queries that
require further investigation;
* Understand the technical configuration of the third-party software platform, to aid with new product configuration;
* Analysis of Network charges to ensure accurate pass through of charges to the end customer;
* Ownership of market price changes, ensuring the billing system is up to date and current with pass through charges;
* Work alongside the Operations Manager to conduct analysis to identify and quantify opportunities for improvement; and
* Establish and maintain relationships with Network Service Providers and Metering companies to achieve smoother transfer and consistent meter data delivery and to facilitate discussion regarding new processes, process improvements and recurring issues.
What you’ll bring
Here’s what you’ll need to thrive in this role:
* Demonstrable experience in performing data and business process analysis, preferably in the Utilities Industry;
* Experience with re-engineering processes to support more efficient and effective ways of operating;
* Demonstrated ability to work independently with a number of diverse stakeholders;
* Ability to influence all levels of the business, including senior management;
* Excellent facilitation and communication skills;
* Highly proficient in standard MS Office suite software, including Excel and Word;
* PowerBI knowledge will be highly regarded;
* Ability to perform under pressure and deliver commercially sound outcomes; and
* Excellent communication skills, both written and verbal.
Why join our team
Every day, our people bring deep expertise, true innovation and investment to help our customers - and the world - reduce their environmental footprint. You can be part of that change.
Here are the top reasons why our people choose us:
* Purpose that you can see. As the Operations Analyst, you’ll have the best shot at energising a better future, one customer at a time.
* Work that’s interesting, innovative and high impact. We hope you’ll love the challenge and opportunity to achieve - for our customers and for you.
* People who bring the expertise and drive to succeed. Our Operations team is respectful, inclusive, and supports connection and collaboration.
We think you’ll love it here too. Some of our benefits include:
* Competitive remuneration packages, including an attractive incentivised bonus program.
* Generous paid parental leave options that give team members more time to enjoy what matters most.
* Flexible working arrangements, with modern workplaces and technologies that support new, hybrid ways of working.
* An Employee Assistance Program for you and your family when you need it.
Visit our careers site to find out more.
https://shellenergy.com.au/about-us/careers/job-vacancies/
Read the stories of our incredible people.
https://shellenergy.com.au/about-us/our-people/
Join us. Together, we can make the difference count.
Shell Energy is an Equal Opportunity Employer that values the diversity of its people. We do not discriminate on the basis of gender, race, religion, colour, national origin, sexual orientation, age, marital status, veteran status or disability.