Provides strategic and operational leadership to ensure there is appropriate capability and resourcing to deliver low effort customer interactions and value to customers through continuous improvement, quality assurance, escalated issue management, rectification and operational workforce optimisation in a way that will minimise commercial and reputational risk to gain a loyal customer base.Responsible for effective workforce management including forecasting and planning to ensure legislative requirements are met; changing customer environments and disaster management is effective and budgetary constraints are considered through monitoring, reporting, analysis and investigations so appropriate decision making and service levels can be achieved.Develop, implement and lead Retail’s quality training and development programs through key frameworks that model best practice methodologies and techniques to ensure resources have the capabilities and knowledge needed to meet long term business objectives.Builds and maintains working relationships with key stakeholders to outwork and deliver EEQ’s Customer Experience strategy through influencing its service culture, establishing policies, procedures and workflows that will maximise efficiencies and productivity to minimise low value effort for the customer and improve cash flow.Demonstrates strong leadership qualities that drive the values and behaviours of a high performing team by actively listening and coaching staff; managing performance and recognising and valuing their contributions to build an engaged workforce.

ResponsibilitiesLead the design, execution and maintenance of the Retail Complaints management framework and methodologies that are in compliance with AS/NZ 10002:2014 Complaints Handling Standard, including the establishment of the processes and protocols for collection, analysing and reporting of Ergon Energy Retail complaints and feedback.Manage the comprehensive deep-dive root cause analysis of complaints and customer feedback received via multiple channels, (telephone, web and social media) to ensure customer issues and trends are identified early and remedial intervention is actioned swiftly in order to minimise reputational and financial risk to Ergon Energy Retail.Work co-operatively with the Retail Customer Experience team and Retail Service Improvement team to harness synergies from the Retail Customer Insights program and the Call Monitoring program including market research (Brand and marketing surveys, behavioural surveys), Segmentation and Demographic data, Call and text analysis data (including conversation mining), with a view to formulating actionable recommendations for consideration in both strategic and tactical decision making.Lead and develop the Retail Complaints and Compliance team to be high performing and to deliver tasks relevant to the Ergon Energy Retail Strategy and Business Plan and to ensure team outcomes deliver an appropriate balance between customer and commercial outcomes

Achievements - Established and developed a high performing team that delivered greater customer satisfaction, consistency and compliance.- Successfully managed the transition from a de-centralised regional complaints model to a centralised Queensland wide model.- Successfully streamlined the liability claims process that reduced the turnaround time from two weeks to two days.- Implemented system and process improvements resulting in reduced customer service timeframes.- Improved employee engagement during a uncertain and volatile time.Responsibilities - Effectively manage the business risk associated with a rolling average in excess of $1m outstanding in customer claims.- Undertake high level investigations, manage and resolve complaints and high level claims (in excess of $50K) ensuring investigations, decision-making and resolution processes are achieved in a timely and thorough manner and all systemic issues are identified to be reviewed in a framework of continuous improvement.- Represent Ergon Energy in the resolution of high level disputes and claims at Court and Mediation proceedings, including settlement conferences, and provide effective management ensuring all matters are thoroughly investigated, and the business’s liability position and key interests are fully considered and effectively represented.- Provide high level advisory services to the business including key stakeholders and settlement recommendations, ensuring compliance with policy and legislation and consideration of Ergon Energy’s customer service, financial, liability and reputation interests as part of decision-making processes.- Liaise with key internal Stakeholders, Community Groups, Members of Parliament, Government Agencies, Councils, Customer Advocates, Solicitors and insurers to facilitate effective resolution of any customer claims and complaints raised to Ergon Energy.- Effectively manage an operating budget of $20m.

Achievements- Led change innovation and continuous improvement initiatives that drove efficiencies and improved customer outcomes.- Successfully implemented business wide cultural, system and process changes to comply with the National Energy Customer Framework.Responsibilities- Lead the development and review of end to end customer processes and deliverables across the whole of business to ensure they comply with relevant standards including guaranteed service levels by identifying issues and opportunities for improvement through applying appropriate audit and assessment methodologies.- Ensure customer driven processes and service standards for new products and services are compliant with State and National regulations.- Evaluate and modify work processes associated with Customer Service delivery to ensure they are as streamlined and as effective / efficient as possible to best meet the needs and quality standards of the business and reduce customer effort.- Successful deployment of service improvements through initiating and leading line projects or participating in cross functional major projects initiatives.- Ensure the currency and relevance of Customer Service Training by managing the integration of changes and whole of business communications through liaison with the Manager Training and Development.- Effectively manage an operating budget of $1.9m.

Achievements:- Significantly reduced safety incidents and lost time injury frequency rate for a high-risk workgroup.- Successfully managed the outsourcing of meter reading across Regional Queensland resulting in significant cost savings.- Implemented strategies to improve Electricity Industry Code service order on time completion from 85% to 99%.Responsibilities:- Manage the regional customer service groups, regional meter reading groups and associated contractors to achieve the desired service delivery outcomes by defining and reviewing targets and measuring performance against those targets.- Monitoring and managing the response to customer enquiries and complaints through the corporate feedback system to meet pre-determined service standards including direct liaison with customers, the Contact Centre and other responsible Ergon Energy officers.- Manage the timely and accurate provision of technical advice to customers and electrical contractors to ensure compliance to the relevant Regulations, Codes of Practice and Ergon Energy policies.- Manage customer service processing teams to ensure timely and accurate data entry into Ergon Energy’s systems.- Manage the provision of customer service contracts for meter reading, customer disconnections and reconnections and other agreed customer service activities as required including preparation of specifications, tender assessment, contractor selection, contractor inductions, quality and safety auditing and service delivery performance and processing of invoices.- Effectively manage an operating budget of $5.7m.

Achievements:- Managed investigations that led to successful prosecutions and convictions.- Recognised for commitment to community engagement to educate on electrical safety.- Significantly increased stakeholder engagement and co-operation between industry and the Department.Responsibilities:- Research, devise and participate in state-wide compliance campaigns and assessment strategies for systematic identification and evaluation of complex electrical safety issues, changing and adapting established methodologies where necessary.- Lead investigations into high level, complex electrical incidents and complaints with respect to both workplaces and domestic premises, prepare complex investigations reports, and provide expert technical advice to investigations teams and the Coroner to ensure the appropriate level of rectification and/or sanction is implemented.- Manage and review electrical safety projects requiring significant planning, research, analysis, implementation and evaluation, produce reports on reviews of technical information arising out of serious electrical incidents, and assist senior officers in the determination of appeals against certain actions instituted by inspectors under statutory provisions.- Stimulate innovation and team learning by taking a mentoring and coaching approach, participate in the planning and review of regional work programs and contribute to the planning activities of the region.