Lead, influence, and inspire an award-winning customer service teamDevelop team members' personal growth and capability through coaching, training, and performance feedbackEngage with internal and external stakeholders to ensure processes run efficientlyDevelop team knowledge and skills to facilitate first-contact resolution and meet compliance and regulatory standardsInterpret financial data to balance customer outcomes with business sustainabilitySupport quality assurance programs and collaborate with the Quality team to resolve regulatory risksIdentify opportunities to maximize efficiencies, improve data integrity, and enhance the customer experienceRequirements5+ years of experience as a contact centre leaderUnderstanding of the retail energy industryStrong understanding of relevant regulatory frameworksCommercial acumen and ability to interpret financial dataConceptual thinking and problem-solving abilityStrong listening skills and empathyAbility to navigate difficult conversations and provide honest feedbackAbility to manage team performance fairly and empatheticallyAdaptability and ability to guide others through changeCore CompetenciesDemonstrates 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 keywordsContact Centre LeadershipRetail Energy Industry KnowledgeRegulatory Framework UnderstandingFinancial Data InterpretationCoaching and Performance ManagementSoft SkillsEmpathyActive ListeningConceptual ThinkingProblem-SolvingAdaptabilityIndustry KeywordsCustomer ServiceQuality AssuranceCompliance StandardsStakeholder EngagementData Integrity
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