We’re an award-winning Energy provider and proud to be 100% Australian owned and operated, our purpose is to ensure we provide exceptional customer experiences, whilst being committed to operating with transparency and honesty.

Looking to join a team that’s small enough that your contribution is noticed, valued, and appreciated, but big enough that it will see you working with some of the biggest names in renewable energy?

Our work and partnerships in the renewable market have seen us recently awarded the Finders Green Energy Retailer of the Year award. We have also recently been named one of Australia’s best electricity providers by CHOICE.

This is where you could come in!

The Quality & Customer Service Team Manager will be responsible for leading and overseeing the quality function and team manager support across sales and customer service. You will play a critical role in ensuring that products, processes, and services meet or exceed customer expectations, regulatory requirements, and industry standards, implementing quality management systems, and drives continuous improvement initiatives.

What does a typical day look like?

• Lead and motivate a rapidly growing team, who are responsible for multi-channel customer service, onboarding, sales and service.
• Quality Management System: Develop, implement, and maintain a comprehensive quality management system aligned with industry best practices and applicable standards. Ensure that quality policies, procedures, and processes are effectively communicated and followed throughout the organization
• Quality Assurance Strategies: Develop and execute quality assurance strategies to ensure that products, processes, and services meet or exceed established quality standards. Define quality metrics, establish monitoring systems, and conduct regular audits to assess compliance and identify areas for improvement.
• Support the National Service Manager in the daily operations of the service function to ensure performance measures are met
• Shape a process-driven mindset and use lean methods to remove waste from operational processes with a data-driven approach
• Use systems thinking to define and implement automation via both existing and new platforms
• Be a key member of the Energy Locals management team

Who will you be working with?

We’re a passionate bunch of people from a variety of backgrounds, we’re hard-working and strive to deliver the best experience for our customers, We live and breathe customer obsession.

What about the office and working environment?

We've moved into our new office in Richmond which has an awesome outdoor deck, which is going to be awesome for BBQs and Friday drinks, we have a well-stocked pantry with snacks and a drinks fridge for you to enjoy, the coffee machine in the office makes pretty good coffee as well. With Friday's a bit more of a casual day.

Enough about us, let's hear about you…

• 5+ years of operational experience in a service function
• Previous management of multi-channel customer service or back office functions
• Previous experience in quality assurance management
• Experience in the use of lean methodologies for process design and improvement
• A systems mindset with the vision to see how service automation can be achieved and the intellectual capability to achieve it
• 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

If this role sounds like you, we’d love to hear from you - please apply now!