Title:  Installation Support Lead - New Energy and Renewables

About us

When you choose AusNet, you’ll join genuine people working together, making Real Progress

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!

About the role

This role is focussed on managing, leading and triaging the Solar Emergency Backstop Installation help-desk function for our Victorian solar industry stakeholders to ensure the smooth implementation and successful commissioning of dynamic solar connections.

The role services  solar industry technical and customer enquiries and installation support calls in a timely manner whilst meeting company quality standards, to result in a high level of customer service for AusNet’s customers. This role leads a  team dedicated to supporting installers handling solar connectivity / commissioning industry processes for Ausnet.

Key responsibilities include but are not limited to:

• Representing the company 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
• Diagnosing incoming support requests / enquiries and be able to record, action and provide appropriate information back to the customer/installer, while striving to provide solutions for installers at the first point of contact
• Leading and upskilling the support team to keep up with installation standards and industry developments.
• Making sure the team meets all required service and quality targets
• Leading escalation protocols and procedures for customer requests including customer, installer and EWOV escalations.
• Developing training materials and deliver presentations to upskill solar installers and other stakeholders on requirements and best practices.
• Assist other Customer teams as required through high volumes of customer activity
• Actively participating in cross-training to respond to diverse levels of customer enquiries

About you

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

• Proven operational experience within the new energy & renewables industry, including knowledge of the Distribution network – experience working with, for, or as a solar installer favourable
• Experience managing or leading teams – specifically customer focussed teams
• Proven ability to work and multi-task under pressure, respond to challenging operational situations in a fast-changing part of the business
• 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
• Ability to leverage relationships with all stakeholders in a diverse and changing environment for positive customer and business outcomes
• Strong knowledge and application of industry obligations and practices

You are a team player, with excellent communication skills. You have the drive to learn and grow and be able to prioritise and balance competing and conflicting priorities. You will have the ability to initiate, problem solve, and provide solutions for your team and the customers that you support

If this sounds like the role for you, please apply now!

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!