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Head Of Customer Service Excellence - Job Opportunity at Alinta Energy

Melbourne, Australia
Full-time
Executive
Posted: March 20, 2025
Hybrid
AUD 180,000 - 250,000 per year based on role seniority and market conditions in Australian energy sector

Benefits

Hybrid work model with flexibility
Energy discounts for employees
Comprehensive career development opportunities
Inclusive and supportive work culture
WORK180 Endorsed Employer benefits
Extensive company-specific perks package

Key Responsibilities

Strategic leadership of contact center operations and customer service teams
Development and implementation of customer service excellence strategy aligned with business objectives
Cultural transformation and championing of customer-centric vision across organization
Performance metrics management and continuous improvement of customer experience
Cross-functional team alignment for consistent service delivery
Innovation leadership in customer experience solutions
Commercial strategy development for enhanced customer journey

Requirements

Education

Bachelor's degree in business administration, marketing, or related field (Master's degree preferred)

Experience

Extensive experience in customer service management preferably in energy/utilities industry

Required Skills

Customer service strategy development Customer experience measurement and analysis Leadership and team management Commercial acumen Strategic planning Cross-functional collaboration Innovation management Communication and interpersonal skills
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Sauge AI Market Intelligence

Industry Trends

The Australian energy sector is undergoing significant transformation with increasing focus on renewable energy integration and customer-centric service models Digital transformation is driving need for omnichannel customer service capabilities and data-driven insights Growing emphasis on sustainable energy solutions creating new customer service challenges and opportunities Market deregulation and competition intensifying focus on customer retention and satisfaction

Role Significance

Likely oversight of 100+ contact center staff through multiple team leaders and managers
Executive leadership position with direct impact on company's customer satisfaction metrics and business performance

Key Projects

Customer experience transformation initiatives Digital service channel optimization Contact center modernization programs Customer journey mapping and enhancement Service quality measurement framework implementation

Success Factors

Strong commercial acumen balanced with customer-centric mindset Ability to drive cultural change across large organization Experience with energy sector regulatory environment and customer needs Track record of implementing successful customer service strategies at scale Capability to translate customer insights into actionable business improvements

Market Demand

High demand position due to energy sector transformation and increasing focus on customer experience as competitive differentiator

Important Skills

Critical Skills

Strategic leadership in customer experience Change management expertise Commercial strategy development Stakeholder management across diverse groups Data-driven decision making

Beneficial Skills

Renewable energy sector knowledge Digital transformation experience Regulatory compliance understanding Innovation management Crisis communication skills

Unique Aspects

Role combines traditional customer service leadership with transformation management in evolving energy sector
Opportunity to influence renewable energy transition through customer experience lens
Position at intersection of commercial strategy and customer advocacy

Career Growth

2-4 years in role before progression to broader executive positions

Potential Next Roles

Chief Customer Officer Chief Operations Officer General Manager Customer Experience Director of Customer Strategy

Company Overview

Alinta Energy

Major player in Australian energy retail and generation with significant renewable energy investment focus

Among top-tier energy retailers with over 1.1 million customers and growing renewable portfolio
Strong presence in Australian market with expansion focus through renewable energy projects
Progressive workplace culture emphasizing diversity, inclusion, and employee wellbeing with strong focus on sustainability
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