Job Description

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- Lead, influence, and inspire an award-winning customer service team
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- Develop team members' personal growth and capability through coaching, training, and performance feedback
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- Engage with internal and external stakeholders to ensure processes run efficiently
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- Develop team knowledge and skills to facilitate first-contact resolution and meet compliance and regulatory standards
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- Interpret financial data to balance customer outcomes with business sustainability
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- Support quality assurance programs and collaborate with the Quality team to resolve regulatory risks
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- Identify opportunities to maximize efficiencies, improve data integrity, and enhance the customer experience
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Requirements

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- 5+ years of experience as a contact centre leader
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- Understanding of the retail energy industry
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- Strong understanding of relevant regulatory frameworks
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- Commercial acumen and ability to interpret financial data
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- Conceptual thinking and problem-solving ability
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- Solid listening skills and empathy
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- Ability to navigate difficult conversations and provide honest feedback
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- Ability to manage team performance fairly and empathetically
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- Adaptability and ability to guide others through change
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Core Competencies

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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.

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Highest-signal resume keywords

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- Contact Centre Leadership
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- Retail Energy Industry Knowledge
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- Regulatory Framework Understanding
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- Financial Data Interpretation
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- Coaching and Performance Management
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Soft Skills

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- Empathy
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- Active Listening
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- Conceptual Thinking
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- Problem-Solving
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- Adaptability
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Industry Keywords

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- Customer Service
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- Quality Assurance
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- Compliance Standards
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- Stakeholder Engagement
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- Data Integrity
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📌 Team Manager - Customer Solutions (Victoria)
🏢 Jobtailor
📍 Victoria