Customer Service Coordinator

Customer Services Coordinator – Perth CBD / Permanent - Full Time

Join Western Power as a Customer Service Team Support, where you will play a crucial role in enhancing customer experience by supporting the Team Leader and serving as an escalation point for the Customer Service Officer team.

In this position, you will drive team performance, uphold our values, and contribute to a safe and inclusive work environment. Your expertise will directly impact service delivery, ensuring efficient resolution of customer issues while fostering a customer-focused culture. If you are passionate about coaching and collaboration, we invite you to apply!

Your Role in Action  

• Meeting allocated legal and regulatory compliance obligations
• Assist in the coaching, training and development of staff within the team and supporting the Team Leader in doing this.
• Provide first level technical / escalated support to CSO’s, sharing technical knowledge, information and learnings
• Assist Team Leader in management of performance indicators to ensure KPI’s are met
• Identify & assist in the implementation of process improvement opportunities
• Follow defined business processes, documentation variations where relevant
• Assist Team Leader in implementing plans for escalated events
• Process Customer Contacts (CUST 3.1)
• Process Customer Outbound Communications (CUST 3.2)
• Process Service Requests (CUST 3.4)

 What Makes You a Great Fit 

• Completion of year 12 with English and Mathematics
• At least 4 to 5+ years demonstrated experience in a front-line, high volume, customer service environment or related area
• Strong communication skills, both verbal & written
• Demonstrated ability to support and implement customer service strategies and support and coach others
• Demonstrated influencing and interpersonal skills
• Proficient with the MS Office suite of products, with good general PC literacy
• Ability to understand complex issues, analyse and define solutions

By joining Western Power, you will contribute to powering a cleaner energy future. We are dedicated to fostering career development and promoting a healthy work-life balance, empowering you to drive innovation as we develop a network that will serve the Western Australian community for generations. You will also benefit from a range of perks and opportunities, including: 

• Over 50% of our employment opportunities are driven by career progression.  
• Flexible work arrangements to support part time work, working hours and working from home arrangements. 
• The opportunity to purchase up to four weeks of additional leave per year. 
• Access to salary packaging, social club activities, and discounted health insurance and gym membership. 
• An award-winning employee recognition and benefits programme. 
• An innovative team culture that’s enabling the transition to renewable energy and decarbonisation.   
• In addition to standard leave, enjoy two wellness leave days each year.
• Access to end-of-trip facilities at our Perth office and South Metro Depot, perfect for cyclists.

• On-site café available for convenient meals and refreshments throughout the day.

Applications close on 12th November 2024 

We value diversity and inclusivity, encouraging applications from all backgrounds, including women, Aboriginal and Torres Strait Islander people, and LGBTQIA+ communities. Find out more about our Reconciliation Action Plan and Disability Access and Inclusion Plan. 

Learn more about Western Power here: About (westernpower.com.au) 

Find out how we’re building A Network for Life: A network for life (westernpower.com.au)