August 26, 2024
Jacana Energy
Darwin
OTHER & FULL TIME
Operations Team Manager
Agency Jacana Energy Contact
Work Unit Customer Experience
Leon Cleal at Leon.Cleal@jacanaenergy.com.au
Job title Operations Team Manager Agency information
www.jacanaenergy.com.au
Designation Jacana Energy Level 3
Information for applicants
Job type Full time Applications must include a one-page
summary about you, a detailed resume and
Duration Ongoing copies of tertiary qualifications. For further
Salary $107,296 - $130,442 information for applicants and example applications see:
Location Darwin OCPE website.
Position 35325 Special Measures
number Jacana Energy values diversity in the workplace
that represents the community. Therefore, under
RTF 304025 an approved Special Measures Plan, eligible
Aboriginal and Torres Strait Islander (Aboriginal)
Closing 18/09/2024 applicants will be granted priority consideration for
selection. For more information on Special
Measures, go to the OCPE website.
Information about selected applicant’s merit
If you accept this position, a summary of your
merit (including work history, qualifications,
experience, skills, etc.) will be provided to other
applicants to enable transparency and
understanding of the decision. For further
information see: OCPE website.
Apply online
https://jobs.nt.gov.au/Home/Job Details?rtf Id=3
04025
ABOUT THE ROLE
Responsible for the efficient operation of a range of customer service activities, whilst
leading, motivating and providing coaching to a designated team of Contact Centre employee
to achieve customer business objectives.
CORE RESPONSIBILITIES
What you will be doing:
1. Effectively manage Jacana Energy’s core operational service functions including
customer service, billing and credit management activities.
2. Provide superior people-orientated leadership including developing and maintaining a
constructive team culture whilst delivering a high level of customer service experience.
3. Managing employee performance against individual Key Performance Indicators (KPIs)
to ensure the effective operation of the customer service and billing functions, with the
ability to plan develop, coaching and facilitate training.
4. Implement and/or assist in the introduction of new systems and technologies including
continued management of the functions.
5. Develop, implement and review processes and procedures ensuring continuous
improvement and identified efficiencies in business practices.
6. Ability to develop and maintain strong working relationships with a range of
stakeholders, including government, non-government and the corporate sector.
7. Use a range of analytical and business intelligence tools to report to management on
daily operational activities.
8. Monitor and mitigate risk ensuring compliance and regulatory requirements are met in
accordance with policies and legislation.
9. Approve charges, waivers and process changes in line with delegations.
10. Comply with the Code of Conduct and all operational policies, procedures, governance
frameworks and guidelines in place across the organisation.
SELECTION CRITERIA
The ideal candidate must have:
1. Extensive and current leadership experience in a highly regulated environment
managing a team of employees within a contact centre, with billing and/or credit
function.
2. Demonstrated ability to mentor, coach, motivate and support a team to achieve
individual KPI’s, work unit goals.
3. High level interpersonal, oral and written communication skills, with the ability to interact
effectively with internal and external stakeholders, service providers and customers.
4. Sound problem solving skills with the ability to show discretion and maintain
confidentiality.
5. Ability to work within policies, processes and procedures, including legislation and
corporate business systems.
6. High level computer literacy skills and experience in preparing reports and detailed
correspondence.
7. Demonstrated ability to work in a team environment to ensure positive outcomes.
8. Experience in a range of Data manipulation and analysis techniques and ability to
translate data insights into practical business recommendations.
9. A commitment to providing a high standard of customer service and operating within
the values of Honesty, Innovation, Teamwork, Diversity and Employee Wellbeing.
You may also have:
1. Previous contact centre experience with an energy retailer.
CORE COMPETENCIES
Our core competency guide is the foundation tool in building and developing individual
employee growth, and outlines the behavioural skills and performance expected of all
employees across our organisation which aligns to Jacana Energy values.
Cultivates Innovation Creating new and better way for the organisation to be
successful.
Decision Quality Making good and timely decisions that keep the
organisation moving forward.
Manages Conflict Handling conflict situations effectively with a minimum of
noise.
Optimises Work Processes Knowing the most effective and efficient processes to get
things done, with a focus on continuous improvement.
Values Differences Recognising the value that diverse perspectives and
cultures bring to an organisation.
HOW TO APPLY
If you meet the above selection criteria and have the required capabilities, apply for this
vacancy online at https://jobs.nt.gov.au/Home/Job Details?rtf Id=304025
FURTHER INFORMATION
The recommended applicant may be required to undergo a criminal history check prior
to selection being confirmed. A criminal history will not exclude an applicant from this position
unless it is a relevant criminal history. When choosing to apply for this position,
the applicant should consider the full requirements of the position in aligning their work
experience and capabilities to this role.
Jacana Energy offers a range of employee incentives. Head over to our careers
page for more.