Customer Care Team Leader

Were Momentum Energy a power company owned by Hydro Tasmania Australias largest generator of renewable energy. Were on a mission to make energy simpler and more human for customers. And it starts with our people: as we grow were 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 reach out to us about any adjustments or support you may require.

About the role:

As Customer Care Team Leader youll 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. Youll 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 Momentums strategy to life running a compliant fit-for-purpose operation that delivers an outstanding customer experience.

Youll be a hands-on leader who thrives in the action working closely with fellow leaders across the Contact Centre and wider business. Most importantly youll inspire coach and develop our frontline teamempowering 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 KPIs 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 Momentums 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

Whats in it for you

Youll 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 Australias 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 dont 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 or.