Job Description

Help us deliver a better energy experience for regional communities

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

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

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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.

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About the role

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

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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.

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Your responsibilities will include:

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- Leading the day-to-day activities of the customer service team.
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- Delivering a professional, responsive and positive customer experience.
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- Setting, monitoring and reporting on customer service standards and KPIs.
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- Allocating priorities and following up outstanding customer actions.
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- Managing customer escalations through to resolution.
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- Ensuring customers receive explicit and proactive communication throughout their project.
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- Monitoring customer satisfaction, reviews and feedback.
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- Coordinating communication with customers, suppliers, contractors and tradespeople.
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- Maintaining accurate and complete customer records in our CRM.
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- Identifying recurring customer issues and opportunities to improve our processes.
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- Learning and maintaining knowledge of relevant product applications, portals and systems.
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- Working with other departments to resolve issues and improve customer outcomes.
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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.

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About you

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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.

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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.

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Essential experience and capabilities

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- At least three to five years' customer service experience.
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- Previous team leadership or supervisory experience.
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- Strong written and verbal communication skills.
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- Demonstrated complaint-handling and conflict-resolution capability.
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- Excellent organisation, prioritisation and follow-through.
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- Experience using CRM or customer workflow systems.
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- Strong general technology awareness and the ability to learn new systems.
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- High attention to detail and accurate record keeping.
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- Ability to manage multiple customers and projects at different stages.
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- A practical, solutions-focused approach.
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- Current Victorian driver's licence.
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Desirable experience

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

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

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You will help create a customer care function where:

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

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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.

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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