Help us deliver a better energy experience for regional communities

Future NRG is a growing renewable energy and energy-efficiency business with branches in Torquay, Shepparton, Echuca and Ballarat.

We are passionate about building strong regional businesses, creating local employment and helping households and organisations reduce their energy costs.

As Future NRG continues to grow, we are looking for an experienced Customer Care Team Lead to join our Shepparton office and help us deliver professional, responsive and genuinely positive service.

About the role

This is a hands-on leadership position for someone who enjoys supporting a team, solving problems and keeping customers informed.

Working closely with our Technical Manager and Customer Service Officer, you will coordinate the customer care function and help customers and tradespeople navigate each stage of their project.

Your responsibilities will include:

- Leading the day-to-day activities of the customer service team.
- Delivering a professional, responsive and positive customer experience.
- Setting, monitoring and reporting on customer service standards and KPIs.
- Allocating priorities and following up outstanding customer actions.
- Managing customer escalations through to resolution.
- Ensuring customers receive clear and proactive communication throughout their project.
- Monitoring customer satisfaction, reviews and feedback.
- Coordinating communication with customers, suppliers, contractors and tradespeople.
- Maintaining accurate and complete customer records in our CRM.




- Identifying recurring customer issues and opportunities to improve our processes.
- Learning and maintaining knowledge of relevant product applications, portals and systems.
- Working with other departments to resolve issues and improve customer outcomes.

The role is based in our Shepparton office and will include occasional site visits to assist with escalated customer matters. A current Victorian driver’s licence is required.

About you

You will enjoy working in a team that relies on you as a central point of communication. You take ownership of issues, communicate clearly and see matters through from beginning to end.

You will bring sound judgment, initiative and attention to detail, along with the ability to remain calm and constructive when handling competing priorities or difficult conversations.

Essential experience and capabilities

- At least three to five years’ customer service experience.
- Previous team leadership or supervisory experience.
- Strong written and verbal communication skills.
- Demonstrated complaint-handling and conflict-resolution capability.
- Excellent organisation, prioritisation and follow-through.
- Experience using CRM or customer workflow systems.




- Solid general technology awareness and the ability to learn new systems.
- High attention to detail and accurate record keeping.
- Ability to manage multiple customers and projects at different stages.
- A practical, solutions-focused approach.
- Current Victorian driver’s licence.

Desirable experience

Experience in one or more of the following areas would be highly regarded:

- Solar, electrical, construction or energy-efficiency industries.
- Solar or battery installation processes.
- Electricity distributors, rebates or government energy programs.
- Project scheduling or workflow-management software.
- Quality management systems, including ISO 9001.

What success looks like

You will help create a customer care function where:

- Customers receive reliable and proactive communication.
- Enquiries and escalations are resolved professionally.
- Customer records and follow-up actions are accurate and current.
- The team understands its priorities and service expectations.
- Recurring issues are identified and used to improve our systems.
- Customer outcomes improve as the business continues to grow.

Growth and development

This role offers the opportunity to develop from hands-on team leadership into broader responsibility for team performance, customer experience, systems improvement and operational leadership.

Progression will be based on demonstrated capability, increased responsibility, measurable results and the future needs of the business.

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📌 Customer Service Team Lead (Shepparton)
🏢 Future NRG
📍 Shepparton