Customer Service Manager - Retail (Darwin)

The ideal candidate is responsible for leading and supporting a frontline customer service team responsible for delivering high-quality service to retail electricity customers. Responsibilities

- Lead, coach, and develop a team of four customer service representatives through feedback, reviews, onboarding, and training.
- Oversee daily customer service operations (calls, billing enquiries, transfers, concessions, hardship support, complaints, and service issues).
- Ensure customer enquiries are resolved accurately, efficiently, and in line with compliance requirements across all channels.
- Act as the escalation point for complex, sensitive, complaint, or vulnerability-related matters.
- Monitor performance and manage compliance by tracking KPIs, ensuring adherence to energy regulations/policies, and addressing service or compliance risks.
- Drive improvement and reporting by monitoring quality/customer feedback, collaborating with internal stakeholders, tracking metrics/trends, and recommending enhancements. Key Skills & Experience Experience

- Experience in a retail electricity customer service environment or regulated utilities sector.
- Previous experience supervising or leading a customer service team.
- Solid understanding of electricity retail products, billing, and customer lifecycle processes. Skills

- Strong people leadership, coaching, and conflict resolution skills.
- Excellent customer focus with the ability to handle difficult or emotional conversations.
- Strong communication skills (verbal and written).
- Ability to balance customer outcomes with compliance and business requirements.
- Sound judgement, resilience, and problem‑solving capability. #J-18808-Ljbffr Apply on Kit Job: kitjobau.com/job/3q44d8