Customer Operations Team Leader

Customer Operations Team Leader

To lead a team of customer focussed and technical employees accountable for managing customer engagement, providing support to field based workers associated financial matters and administrative support services related to distribution connection works. This work arises due to end customer, Government Agency, Local Government Authority, developer, electrical contractor, and retailer requests. These requests can be for connection or modification to, or work around the Western Power network or for regulatory obligations.

This role is based at our brand-new state-of-the-art South Metro Depot in Forrestdale, conveniently located next to Tonkin Highway. Spanning across 120,000 square meters. With the latest infrastructure and technology, the depot empowers all employees to create that perfect work-life balance whilst operating in an inclusive and diverse workplace.

Your Role in Action  

• Oversee and lead best practice during a project lifecycle.
• Ensure the appropriate service levels are maintained for customer-initiated works.
• Continually monitor and report overall service performance against expectations, recommending interventions as required to ensure achievement of all key customer outcomes.
• Facilitate and manage customer communication related to customer-initiated works.
• Monitor customer service effectiveness and service levels.
• Support Western Power in developing a positive reputation with customers and agents.
• Meeting allocated legal, technical, and regulatory compliance obligations.
• Manage talent through effective execution of employee performance outcomes through established system and processes and the ongoing development of employees, ensuring the technical competence of staff relevant to the team’s area of responsibility.

 What Makes You a Great Fit 

• Tertiary qualifications in a commercial or business-related discipline or extensive experience in a customer driven supervisory position.
• Extensive knowledge and understanding of regulatory, legislative, process and policy requirements
• Demonstrated, relevant leadership experience, skills, and knowledge
• High level of influencing, communication (written and verbal) and interpersonal skills
• Solid knowledge and expertise within an operationally driven environment or related area
• Demonstrated ability to support and implement strategic initiatives with specific knowledge of relevant principles and commercial practices
• An understanding of risk and compliance management and its application in the business

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 flexible 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 22nd May 2025 

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) 

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