Lead, influence, and inspire an award-winning customer service team
Develop team members' personal growth and capability through coaching, training, and performance feedback
Engage with internal and external stakeholders to ensure processes run efficiently
Develop team knowledge and skills to facilitate first-contact resolution and meet compliance and regulatory standards
Interpret financial data to balance customer outcomes with business sustainability
Support quality assurance programs and collaborate with the Quality team to resolve regulatory risks
Identify opportunities to maximize efficiencies, improve data integrity, and enhance the customer experience
Requirements
5+ years of experience as a contact centre leader
Understanding of the retail energy industry
Robust understanding of relevant regulatory frameworks
Commercial acumen and ability to interpret financial data
Conceptual thinking and problem-solving ability
Strong listening skills and empathy
Ability to navigate difficult conversations and provide honest feedback




Ability to manage team performance fairly and empathetically
Adaptability and ability to guide others through change
Core Competencies
Demonstrates expertise in leading customer service teams, developing team capabilities through coaching and training, and ensuring compliance with regulatory standards.
Proficient in interpreting financial data to balance customer outcomes with business sustainability while enhancing the overall customer experience.
Highest-signal resume keywords
Contact Centre Leadership
Retail Energy Industry Knowledge
Regulatory Framework Understanding
Financial Data Interpretation
Coaching and Performance Management
Soft Skills
Empathy
Active Listening
Conceptual Thinking
Problem-Solving
Adaptability
Industry Keywords
Customer Service
Quality Assurance
Compliance Standards
Stakeholder Engagement
Data Integrity
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📌 Team Manager – Customer Solutions (Melbourne)
🏢 Jobtailor
📍 Melbourne