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Customer Care Team Leader

We're Momentum Energy - a power company owned by Hydro Tasmania, Australia's largest generator of renewable energy. We're on a mission to make energy simpler, and more human for customers. And it starts with our people: as we grow, we're nurturing a culture of belonging, where diverse views and experiences are embraced and everyone is valued and respected. We encourage applications from qualified candidates of all ages, cultural backgrounds, abilities, genders and sexual orientations and are happy to adjust our recruitment processes, even in ways we may not have thought of before. Please reach out to us about any adjustments or support you may require.

About the role

As Customer Care Team Leader, you'll be at the heart of our Contact Centre driving performance, championing smarter ways of working, and making sure we consistently deliver on our customer promises. You'll take ownership of key service levels and KPIs set by the Head of Customer Care and General Manager Service & Operations, ensuring we hit the mark every time.

This role is all about bringing Momentum's strategy to life running a compliant, fit-for-purpose operation that delivers an outstanding customer experience.

You'll be a hands-on leader who thrives in the action, working closely with fellow leaders across the Contact Centre and wider business. Most importantly, you'll inspire, coach, and develop our frontline team-empowering them to deliver exceptional service and create great experiences for every Momentum customer.

• Lead and manage a team of Customer Care Agents to deliver exceptional customer experience for Momentum customers while achieving set KPI's aligned with our strategic direction and goals. Customer Care Team Leaders to work together to ensure overall effectiveness of the wider Contact Centre Team.
• Recruit, develop and evolve appropriate capability in our people to ensure talent pool of future leaders for the business.
• Identify skill gaps and provide advice and training / coaching to ensure the effective use of Momentum's systems, process and procedures.
• Ensure all operational processes are compliant and embedded across the team. Manage any new compliance or regulatory changes into operations.
• Ensure team members are aware of compliance obligations of relevant safety legislation and procedures.
• In collaboration with the Quality Assurance Team, manage and ensure operation of the Quality Assurance program within the Contact Centre encompassing call monitoring and coaching

About you and your experience

• Extensive experience leading high-performing teams within complex service environments, preferably in energy retail or contact centres
• Strong experience in compliance and risk management within regulated environments, with the ability to ensure adherence to policies and standards
• Proven understanding of contact centre best practice, metrics and management methodologies, with the ability to optimise performance
• Demonstrated track record of leading and delivering successful change initiatives, with the ability to drive continuous improvement and business transformation
• Strong customer focus, with a genuine commitment to delivering high-quality service to internal and external stakeholders
• Strong analytical and problem-solving skills, with the ability to interpret data and support informed decision-making
• Exceptional leadership and people management capability, with the ability to build, mentor and inspire high-performing teams
• Outstanding communication and interpersonal skills, with the ability to engage effectively at all organisational levels
• High level of initiative and commercial acumen, with the ability to drive business outcomes
• Process Improvement and Capability building

Further information can be found on the attached Position Description: Customer Care Team Lead Role.pdf

What's in it for you?

You'll work in an incredibly fun and rewarding business that genuinely values its people and customers.

We are super proud of where we work, our workplace and work culture. We pride ourselves on balancing work and home life and offer a truly flexible work environment, a competitive remuneration package, and the opportunity to play a role in Australia's renewable energy transformation.

Interested but not sure if you tick enough boxes? At Momentum, we believe in the power of unique backgrounds and skillsets. And really, box-ticking is overrated. So even if you feel you don't meet all the requirements listed, we strongly encourage you to apply.

For any recruitment enquiries or for any accessibility or workplace adjustment enquires including alternative ways to apply please contact us at [email protected] or +61 402 681 632.