Job Opportunities in Australia

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.