Digital Customer Services Manager
Share
Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Division: Digital
Department: Customer & Digital Services
Reference number:12670
Engagement type:Permanent
AEMO at the Heart of Energy
AEMO is Australias independent energy system and market operator and system planner. AEMOs purpose is to ensure safe reliable and affordable energy today and enable the energy transition for the benefit of all Australians. Australian governments are now committed to a net zero economy for Australia by 2050 and our vision is to enable this. We have the once-in-a-lifetime opportunity to co-design the future of our energy systems and our core values revolve around character commitment and connection. Join us as we contribute to this significant transition in the energy sector.
The Customer & Digital Services Department is accountable for coordinating Stakeholder/Customer engagement and communications for the Digital Division and providing management governance and assurance across operational Digital services.
Capabilities include service design and experience; service transition; service operations customer services; communications and engagement; risk audit and compliance; service lifecycle and continuity; continuous improvement and executive support services.
About the role
Leading the Digital Service Centre teams the Digital Customer Services Manager will have direct management and leadership responsibilities to the internal and external service centres that provide primary technical and service support to Australian Energy Market Operator (AEMO) staff and Industry Participants.
The core activity of the Digital Service Centre is to resolve IT issues and service requests in a professional timely and effective manner while providing a consistent and high level of customer service.
What you will be doing
Ensure all Service Centre standards and processes are followed reviewed annually and refreshed as required
Own and maintain policy standards and procedures for the Service Centre
Ensure training and development plans are effectively managed for Service Centre Analysts building a continuous improvement culture
Provide advice guidance and support to help staff to adopt and embed knowledge management. Own the knowledge management policy standards and guidelines for knowledge management
Responsible for day-to-day management resource planning and work allocation to meet agreed service levels and KPIs
Develop current-state assessment of workforce skills capabilities and potential. Forecast future workforce demand for skills based on business plans and any external factors
Ensure that Service Centre performance is tracked and monitored metrics and reports are analysed and delivered with data based actionable insights across all technologies used by the Service Centre.
Ensure that incidents and requests are handled according to agreed procedures service levels and KPIs
Foster a working environment of excellent customer and service experience and colleague mateship measuring this using customer surveys net promoter score and 360-degree feedback.
Acts as a single point of contact for the Service Centre by developing strong stakeholder engagement and relationships. Provide informed feedback to assess and promote understanding of incidents and requests through all interactions mediums.
What you will bring to the role
Extensive experience in a Service Desk or Contact Centre management role
Experience working within energy industry or related businesses is advantageous.
Demonstrated working knowledge of service management processes and platforms
Excellent people management skills with a focus on growth support and enablement
Proven experience supporting Microsoft Operating Systems Office 365 and collaboration tools.
Excellent ability to build strong relationships with stakeholders at all levels.
Demonstrable ability to manage workforce planning rostering
Decision making in ambiguity and strong ability to operate under pressure.
Demonstrated focus on customer and service experience
Ability to think analytically and produce and present reporting to all levels of the organisation
In return some of our benefits to you
- Flexible working: work from home part timejob share hybrid optionsand additional leave options
- Professional development via projects industry networksjob rotation study assistance and more.
- Give back with up to 4 days of volunteering leave per year.
- Reward your hard work with annual performance bonuses (subject to eligibility).
- Embrace a healthier you with our wellness program discounted health insurance gym perks and our comprehensive Employee Assistance Program (EAP).
About Our Process
At AEMO we are committed to creating a diverse and inclusive workforce. We welcome people of all backgrounds including people with disabilities and neurodivergence and those who identify as Aboriginal and/or Torres Strait Islander. If you have any accessibility requirements to support you during the application or interview process simply let us know by emailing us at
Required Experience:
Manager
Key Skills
- User Interface
- Competitive Analysis
- New Technologies
- Business developments
- Communication
- Content Management System
- Market Research
- Internet
- Youtube
- Digital Assets
- Digital strategy
- Social Channels
- Digital Forensics
- A/B Testing
- Analytics
About Company
AEMO manages electricity and gas systems and markets across Australia, helping to ensure Australians have access to affordable, secure and reliable energy.
