Manager Billing Resolutions and Hardship

Agency Jacana Energy Contact

Leon Cleal 0422 005 822

Work Unit Operations Email: [email protected]

Job title Billing, Resolutions and

Hardship Manager Agency information www.jacanaenergy.com.au

Designation Jacana Energy Level 3

Information for applicants

Job type Full-time Applications must include a one-page summary about you, a detailed resume and copies of

Duration Ongoing tertiary qualifications. For further information for

$113,830 - $141,846 applicants and example applications see: Salary http://www.nt.gov.au/ocpe

Location Darwin Special Measures

Position 35325 Jacana Energy values diversity in the workplace that number represents the community. Therefore, under an approved Special Measures Plan, eligible Aboriginal

RTF 360454 and Torres Strait Islander (Aboriginal) applicants will be granted priority consideration for selection. For

Closing 17/11/2026 more information on Special Measures, go to the

OCPE website.

Information about selected applicant’s merit

If you accept this position, a summary of your merit

(including work history, qualifications, experience,

skills, etc.) will be provided to other applicants to enable transparency and understanding of the decision. For further information see:

http://www.nt.gov.au/ocpe

Apply Online Link https://jobs.nt.gov.au/Home/JobDetails?rtfId=360454

ABOUT THE ROLE

Provide superior customer focused services to a broad customer base in a Contact Centre environment and support customers with a variety of enquiries through telephone and electronic mediums.

CORE RESPONSIBILITIES

What you will be doing:

1. Lead the Billing, Hardship and Customer Resolutions functions to deliver customer,

commercial and regulatory outcomes.
1. Oversee billing operations, customer account investigations, disputes, complaint

management and remediation activities.
1. Lead Jacana Energy's Hardship Program, ensuring the delivery of customer support

initiatives in line with regulatory obligations and best-practice customer care principles.
1. Manage complex customer escalations, including Ombudsman, Ministerial, Executive

and regulatory matters.
1. Drive strategic initiatives to improve billing accuracy, customer outcomes, operational

performance and service excellence.




1. Identify and mitigate operational, regulatory, financial and reputational risks impacting

customers and the organisation.
1. Ensure compliance with relevant legislation, regulatory frameworks, customer protection

obligations and organisational policies.
1. Lead continuous improvement initiatives, including process optimisation, system

enhancements and business transformation activities.
1. Manage operational resources, performance outcomes and financial impacts associated

with billing adjustments, customer remediation and hardship programs.
1. Lead, coach and develop a high-performing team while fostering a culture of

accountability, innovation, collaboration and customer advocacy. SELECTION CRITERIA The ideal candidate must have:

1. Demonstrated experience leading customer service, billing, hardship, complaints,

resolutions or operational teams within a highly regulated environment.
1. Proven ability to build, lead and develop high-performing teams through coaching,

workforce planning and performance management.
1. Strong knowledge of billing operations, customer account management, complaints

handling and customer remediation processes.
1. Demonstrated experience in energy retail operations, supported by formal training and

practical application of MSATS transactions, retail transfers, metering processes, market participant data exchanges, and associated regulatory and service delivery requirements
1. Demonstrated experience managing hardship programs, customer advocacy functions

or complex customer support frameworks.
1. Experience managing complex customer investigations, disputes, executive escalations

and external dispute resolution matters.
1. Robust understanding of regulatory compliance, governance obligations, risk

management and customer protection frameworks.
1. Demonstrated strategic thinking and problem-solving skills,



with the ability to translate

insights into business improvements and customer outcomes.
1. Highly developed stakeholder engagement, communication and influencing skills,

including experience working with senior leaders and external stakeholders.
1. Experience leading business improvement, change initiatives, system enhancements or

operational transformation programs.
1. Strong analytical and commercial capability, including the ability to interpret operational

data, manage competing priorities and make sound decisions in a complex environment.

You may also have:

1. Experience within the energy, utilities or other regulated industries.
2. Experience managing Ombudsman or regulatory escalations.
3. Formal MSATs training.

CORE COMPETENCIES Our core competency guide is the foundation tool in building and developing individual employee growth, and outlines the behavioural skills and performance expected of all employees across our organisation which aligns to Jacana Energy values.

Builds Effective Teams Building strong-identity team that apply their diverse skills and perspectives to achieve common goals.

Business Insight Applying knowledge of business and the market place to advance the organisations goals.

Courage Stepping up to address difficult issues, saying what needs to be said.

Dives Results Consistently achieving results, even under tough circumstances.

Financial Acumen Interpreting and applying understanding of key financial indicators to make better business decisions/.

HOW TO APPLY

If you meet the above selection criteria and have the required capabilities, apply for this vacancy online at https://jobs.nt.gov.au/Home/JobDetails?rtfId=360454

FURTHER INFORMATION The recommended applicant may be required to undergo a criminal history check prior to selection being confirmed. A criminal history will not exclude an applicant from this position unless it is a relevant criminal history. When choosing to apply for this position,

the applicant should consider the full requirements of the position in aligning their work experience and capabilities to this role.

Jacana Energy offers a range of employee incentives. Head over to our careers page for more.

📌 Billing, Resolutions and Hardship Manager (Darwin)
🏢 Jacana Energy
📍 Darwin