Title:  Customer Resolutions Senior Lead

• Careers with Purpose > Collaborative > Inclusive > Flexible Work Environment 
• Fixed Term Contract (FTC) > 12 months
• Lead a professional Customer Resolutions team > Customer centric & outcomes focussed

At AusNet, we’re the link between renewable energy sources and local communities, playing a key role in the clean energy transition and providing essential energy to every Victorian family.
 

Help us lead the way, while enriching your career with real people who encourage you to bring your best and make real impact – for your career, our communities, and Australia’s cleaner energy future.

Purposeful work with genuinely good people. That’s refreshing.

As Customer Resolutions Senior Lead, you will lead a team of professionals dedicated to handling enquiries, complaints, conciliation, investigations and the resolution of disputes between scheme participants and their valued customers.  You will also act as an escalated contact point for internal teams.

With a Hybrid split (Office/WFH), this role is based in Southbank and is part of the Customer Resolutions team, within our Distribution line of business.

This role will deliver real outcomes, including but not limited to:

• Represent AusNet in a professional manner and provide customers with excellent customer service through one or more of the following channels – telephone, email, social media, SMS, customer portals and customer & service order administration
• Management of end-to-end customer complaint lifecycle, ensuring prompt resolutions
• Develop and maintain close relationships with external stakeholders
• Readily aware of escalation protocols and procedures for customer requests
• Ensure all Claim, Complaints and EWOV enquiries are allocated to relevant team members within SLA timeframe and met &/or exceeded
• Contribute to the achievement of improved customer satisfaction (CSAT)
• Minimise the financial impact of customer compensation claims against the business in line with regulatory obligations
• Develop, monitor and report on service provision via KPI’s and SLA’s by the Customer Resolutions team
• Work with Customer Service Centre to improve the customer experience at the front end and reduce the impacts to Customer Resolutions in both customer satisfaction and OPEX targets

You don’t need to check every box; however, we are looking for a good combination of:

• Exceptional communication and customer service skills, existing Ombudsman and complaint skills preferred
• Can demystify internal processes and break them down so customers can understand
• Ability to rapidly identifies solutions by applying knowledge of AusNet’s products and services
• Ability to analyse a situation and apply the appropriate procedure to execute a successful outcome
• Willingness to learn and become capable on a variety of different IT systems including email, CRM (Salesforce) Telephone systems, Explore, SAP, Fusion, Spout (or social media platforms), GIS spatial systems MS office suite Power BI, NEXOS SMS portal 
• Ability to leverage relationships with all stakeholders in a diverse and changing environment for positive customer and business outcomes

A real place to belong. 
We celebrate unique voices, refreshing perspectives and diversity in our team. Engage and connect through our social club, family day, wide range of events or by joining one of our Employee Network Groups.  

We believe in more than just competitive pay. Here’s what sets us apart:

• Flexibility: whether this is hybrid work, flexible hours, or part time arrangements, we’ll work with you to help balance work and life.
• Leave: more than typical personal leave and a generous 14 weeks of paid parental leave, with no minimum service.
• Community giving: a paid day to volunteer with our social impact partner, Foodbank, or for a cause that matters to you.
• Perks: we offer all the other perks you’ve come to expect like purchased leave, income protection insurance, novated leasing, corporate discounts, private health cover discounts and more.

As an industry in transformation, we’re excited by the possibilities ahead. So, if you’re passionate about our purpose and committed to making real progress, bring your energy and join AusNet. Together, we can shape a new way forward.