Now hiring - Customer Service Manager

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Customer Service Manager

Full time, Melbourne 

Our purpose

Energy Locals are turning the traditional energy model on its head. For a start, we don’t earn more money when our customers use more power. We provide our customers with much-needed transparency in an industry that’s famous for confusion. We also proudly support some world-leading companies, including Sonnen and Tesla, to give customers products that will change the way they produce, store and user power.

The role 

You’ll make customers happy by using your process and service mindset to run a lean, customer-centric operation. You’ll be data driven, achieve high rates of automation while ensuring personal service is delivered where it adds value to our customers. You’ll ensure excellent levels of compliance with our regulatory obligations.

What you’ll do

  • Lead and motivate a small but rapidly growing team, who are responsible for multi-channel customer service, onboarding, billing and collections
  • Define the operating rhythm of the service function and ensure it’s implemented with consistency
  • Shape a process-driven mindset and use lean methods to remove waste from operational processes with a data driven approach
  • Manage relationships with key third parties , for example our billing system provider and credit agencies
  • Be a key member of the Energy Locals management team 

What you’ve got:

The basics:

  • 6+ years of operational experience in a service function 
  • Previous management of multi-channel customer service or back office functions
  • Experience in the use of lean methodologies for process design and improvement
  • Impeccable written and verbal communication skills along with strong quantitative analytical ability 
  • Experience as a member of a broader leadership team
  • A remarkable level of personal drive and energy 

Bonus skills 

  • Experience in, or passion for, the retail energy industry 
  • Experience in high growth startup environments

Your fit with our culture

  • You may have experienced life in a traditional corporate, but you’ll be energised by the idea of working in a smaller, nimble and hungry company
  • You won’t be afraid to get your hands dirty and will revel in the challenge of taking on multiple new projects concurrently 
  • You’ll see the personal growth potential associated with being at the heart of a rapidly changing industry
  • You’ll love the transparency we offer our customers and will operate in a similar way in your own management style

Does this sound like you? Email and tell us why.