- Assess implausible meter readings and determine if they’re suitable to release to the market, require substitution, or further investigation and check reading to ensure accuracy.- Apply bill smoothing when new meter reads demonstrate previous substitutions were too high.- Update meter readings when check reads are received. - Updating meter location information and access instructions that are provided to meter readers, so they can locate and read meters.

- Evaluate customer contact with Origin Energy via phone, email, white mail and online chat.- Evaluate a customer or complaint journey through Origin Energy’s Case Management and Ombudsman teams.- Develop and implement the evaluation framework for each department.- Review completed sales for Origin Broadband services.- Provide feedback and insights to action to stakeholders based on evaluation data to improve performance in customer experience, process accuracy and regulatory compliance. - Recording regulatory compliance breaches and ensuring team and department management are informed for any remedial action to be taken to correct the breach. - Produce weekly and monthly reports on department performance for customer experience, process accuracy and regulatory compliance. Reports showed previous months performance to show whether there has been improvement or not. - Manage stakeholder relationships for each department evaluated, ensuring data captured and feedback relevant. In addition to staying up to date with any changes to expectations, processes or regulations, so evaluation frameworks can be updated as well. - Proposing process improvements from data captured and observations from evaluations to improve customer experience, reduce call times and improve process accuracy.- Chairing meetings and calibration sessions with stakeholders.- Perform Check the Checker (CTC) audits on quality evaluations by off-shore partners to ensure Origin’s standards and expectations are being met, and regulatory compliance breaches are not missed.

-Responding enquiries by phone, fax, email and post.-Making outbound calls to existing customers to complete enquiries.-Resolving customer enquiries via email and white mail.-Compiling statistics of incoming enquiry types from Daily Correspondence Reports, to monitor types of enquiries received and determine any trends occurring.-Monitor Customer Liaison Team Service Level Agreement (SLA), ensuring reporting is correct and the Customer Liaison Team is meeting the SLA requirements.-Regularly update team monthly performance tracker, used by team leader for monthly performance reviews with each team member.-Team Coach “Coach Potato”, providing ad hoc coaching assistance to team members.-Perform quality assurance on Customer Liaison team members, checking against the criteria to ensure that correct business processes are followed, energy industry regulations are complied with, and information provided to customers is correct with correct spelling and grammar, appropriate tone and adequately resolves the enquiry. Also provide feedback to team members regarding responses sent to customers and clarifying processes when required.-Perform quality assurance for Accenture offshore team. Provide them with feedback regarding processes when required and having a weekly calibration meeting to discuss any changes or updates to processes required.-Create and update standard operating procedures for Accenture, either by their request or when new processes come online. Also provide support while they integrate the new operating procedure.-Complete Request for Information statements from Law Enforcement and government agencies, requiring information for investigations, and providing official court statements when requested.-Create and update standard customer response templates and notes for use by Accenture.-Call transcripts for complaint escalations.

-Providing customer service to provide paint products and accessories to residential and trade customers.-Receiving stock and ensuring it is ready for purchase by customers in the store.

-Retaining customers that request to disconnect Internode services, both residential and business customers. -Responding to positive feedback and complaints from customers, resolving to the satisfaction of the customer and business needs.

-Resolving sales enquiries, and processing residential sales, by phone and email. -Updating customer records with correspondence sent in by fax and post.

-Retaining customers that call to disconnect mobile services-Resolving complaints. -Resolving enquiries which can include billing, payment extensions, product availability, and updating customer details.