Robert Whittaker Email & Phone Number

Brisbane, Queensland, Australia

• Build and lead a high performing team who shares information freely, engages professionally and encourages continuous improvement and innovation.• Manage the day-to-day activities, monitor workloads and ensure consistent communication between the team, customers and stakeholders.• Drive best practice to ensure a positive customer experience in all aspects of the service provided across the team.• Ensure all case notes and information is maintained accurately according to policy and procedure within the Customer Relationship Management (CRM) system.• Monitor and evaluate the CRM system and investigation processes and provide recommendations to enhance and improve strategies and processes.• Research key issues and risks identified through analysis of cases, correspondence and leadership collaboration meetings.• Work with the Senior Quality Officer to ensure ongoing continuous improvement, compliance and best practices through coaching, performance development and feedback.• Liaise and negotiate with State Government agencies, Government owned corporations, energy and water sector entities, customers, private sector businesses, industry representative bodies and community representative bodies.

Brisbane, Queensland, Australia

• Collaborate with the Executive Manager and HR to recruit over 30 staff for the newly created team.• Establish interlocks and maintain relationships with stakeholders to build and govern operational processes.• Leadership and coaching a team of 13 onshore and 20 offshore staff, to support capability and professional development-includes building and delivery of training, performance management, matching team members development needs with opportunities. • Provide fluid, regular updates to the team, senior management, and stakeholders through team meetings, reporting and one on one sessions.• Prioritise escalated cases including Ombudsman, Member of Parliament, Executive Leadership, media, ACMA and other regulatory body requirements.• Provide input into continuous improvement initiatives; with a focus on the driving the ongoing development of operational processes.• Develop regular performance reporting as well as ad hoc reporting as required by Senior Management. • Build and maintain a supportive and collaborative culture aligned to the organisation’s values.

Brisbane, Queensland, Australia

• Maintaining strong working relationships to manage community, government, and media issues.• Providing updates on key escalation performance metrics.• Briefing Executive Management on post incident reviews, emerging trends or issues, and formal questions on notice.• Coordinating with relevant resolver groups to expedite resolution dates on complaints/escalations.• Providing operational support and recommendations to the Senior Escalations Team.• Providing insights/feedback and coordinating initiatives to prevent complaints from recurring.• Providing insights and feedback to help improve field technician processes.

Melbourne, Australia

• Managing high level complaints and escalations raised by the CEO and Executive leadership.• Providing incident updates and insights directly to Executive leadership.• Managing escalations from Retail Service Providers.• Managing internal escalations for media, Ombudsman and Member of Parliament complaints.• Presenting to executive leaders, industry partners and stakeholders.• Operational Lead for the Multiple Truck-roll Reduction initiative.• Operational Lead for Mass Service Disruption Bushfire & Flood Recovery Initiative.• Building operational interlocks with internal and external delivery teams.• Governing case manager quality and performance. • Conducting regular performance and development discussions.• Allocation of case managed orders using Salesforce CRM.• Creation and management of reporting dashboards in Salesforce CRM.• Extraction of data from Tableau analytics for daily performance reporting.• Leading weekly governance meetings.

Melbourne, Australia

• Governing Service Delivery Partner (SDP) resolution date compliance.• SDP performance reporting.• Ensuring report accuracy and quality.• Allocation and prioritisation the Held Order Management (HOM) workflow.• Quality assurance for HOM team members.• HOM SDP Lead.• Civils Stream Lead for the Aged Order Initiative.• Leading daily SDP stakeholder meetings.• Attending SDP governance meetings and providing HOM operations updates.• Responding to and resolving enquiries and incidents received from internal departments and/or SDPs.

Melbourne, Australia

• Ensuring internal and external stakeholders are provided with the required materials and data to achieve practical completion and invoicing/payment activities.• Working with the regional and national teams to carry out final commercial checks for project completion.• Leading stakeholder meetings.• Ensuring all changes to projects are captured and communicated to the stakeholders.• Working with regional teams to build on information accuracy and quality.• Maintaining databases relating to activities in project areas.• Providing operational support and training to new team members.