Supervisors/Team Leaders (Call Centre & Customer Service)
Full time
Solstice Energy Retail is seeking a dynamic individual to lead our exceptional Billing & Credit team based in Launceston.
About Us
Solstice Energy is based in Tasmania and is the state’s leading natural gas company with over 20 years’ expertise in gas transmission, distribution, transportation and retailing.
With offices in Launceston and Hobart, and operations that span Tasmania, and regional Victoria, Solstice Energy is driven by its customers’ current and future needs with a clear vision to support Australia’s transition to a cleaner energy future.
As part of our future energy pathway, Solstice Energy is exploring the possibilities that exist with hydrogen, biomethane and other green, renewable gases.
About the Role
Reporting to the Head of Customer Service & Operations, as a Billing & Credit Team Leader you will be responsible for leading and overseeing the Billing and Credit functions within the Solstice Energy Retail team, ensuring continued customer satisfaction and compliance.
Your key responsibilities in this role will include:
* Lead and support direct reports to achieve KPIs and uphold company values.
* Manage billing, finance, and credit control functions, including staff scheduling, receipting, and reconciliations.
* Oversee daily and monthly processing tasks (payments, billing files, meter exchanges, and direct debit management).
* Monitor overdue accounts, handle at-risk customers, and address billing-related complaints.
* Identify and support customers facing financial difficulties, including managing concessions and hardship assistance.
* Conduct credit control activities and process refunds, credits, and adjustments.
* Ensure compliance with regulations and support internal/external reporting and audits.
* Handle customer inquiries via calls, email, and web.
* Assist senior management and maintain up-to-date policies for regulatory compliance.
* Safety – comply with all relevant legislation, regulations, standards and codes as required by the company HSE policies and procedures.
What You’ll Bring To The Role
* Experience leading a busy, productive team and managing staff schedules.
* Background in customer service, ideally in call centers or front-line roles.
* Strong focus on customer and staff satisfaction.
* Excellent communication and relationship-building skills.
* Ability to lead and collaborate within a small team.
* Time management, planning, and organizational skills.
* Experience in billing, finance, and credit activities.
* Familiarity with Microsoft Office; experience in the energy sector or billing software (e.g., Gentrack) is a plus.
* Confident handling customer interactions in-person and over the phone.
Qualifications:
* Minimum two years’ experience in a front-line customer service environment.
* Proven experience in leading and mentoring of staff.
What we can offer
Some of our benefits include:
* Competitive Remuneration and Salary Packaging Options.
* Paid Study Leave and Educational Support.
* Professional Membership.
* Flexible Working.
* Community Support Initiatives.
How to apply
To apply please attach your CV and cover letter.
Solstice Energy are committed to creating a workforce that actively embraces diversity, inclusion and a sense of belonging is key to our success.
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