Customer Resolutions Specialist
Vor 3 Tagen
Who we are At SA Power Networks, you will play an exciting role in serving South Australia and leading the world in the shift to clean energy.
It's about more than simply keeping the power on – you'll be joining one of South Australia's key innovators, helping to build a sustainable and renewable future that our people, our customers, and our community can all be proud of.
As one of SA's largest employers, we offer a varied and opportunity-rich workplace where you can forge an interesting and financially rewarding career, now and into the future.
You'll benefit from award-winning training, internal development programs and diverse career pathways.
Our business sees truly diverse people coming together to drive our innovation, and you'll work alongside some of the most talented and motivated people in the state.
Let us empower your career, as you help empower South Australia About the opportunity As a Customer Resolutions Specialist , you'll play a pivotal role in managing and resolving complex complaints, claims, and enquiries.
You'll be part of our Customer and Strategy team, influencing positive customer experiences and driving a customer-centric culture.
In this dynamic position, you'll work with a range of stakeholders, including the Energy & Water Ombudsman of South Australia (EWOSA), Members of Parliament, and government bodies, ensuring compliance with regulatory requirements.
You'll also take the lead on identifying opportunities for process improvements and preparing performance reports, ensuring our service standards consistently exceed expectations.
The Customer Resolutions Specialist will: Investigate, resolve, and respond to customer complaints and enquiries in line with SA Power Networks' complaints management procedure.
Manage public liability claims and prepare written responses for matters referred by EWOSA and other stakeholders.
Ensure compliance with service standards outlined in the Distribution Code and National Energy Retail Rules for telephone and written communications.
Prepare performance reports for internal and external stakeholders, including ESCOSA and the AER.
Assist in developing customer service strategies and fostering a customer-centric culture across the organisation.
About you To be successful in this role, you'll need: A minimum of 5 years of frontline customer service experience.
At least 3 years of experience in customer dispute resolution (desirable).
Highly developed customer service skills and advanced communication skills (written, oral, and presentation).
Analytical problem-solving and conflict resolution skills at an advanced level.
Knowledge of: Electricity Distribution Code (Specific).
National Energy Retail Rules and associated customer contracts (Specific).
Relevant IT systems, including SAP, CIS O/V, OMS, and the Microsoft Office suite (Working).
Complaint handling guidelines (AS/NZS ISO 10002).
What We Offer We are an equal opportunity employer committed to a diverse and inclusive workplace.
We offer an attractive salary package and benefits for our employees that will allow you to be your best every day.
They include: 12.5% superannuation (1% above current legislated employer contributions) Up to $900 in electricity reimbursements each year 17.5% leave loading payable on annual leave Automatic coverage from SA Power Networks income protection scheme Paid Primary Parental Leave (18 weeks) and Secondary Parental Leave (5 weeks) An industry-leading focus and reputation for safety and wellbeing Candidates will need to be prepared to undertake a pre-employment medical and background checks.
You are required to have full working rights in Australia to be eligible for this role.
Contact To obtain further details please contact Ragi Kuttikate, Talent Partner: ****** How to Apply To apply click 'Apply for this job'.
SA Power Networks is an Equal Opportunity employer.
For more information about SA Power Networks visit our website.
Applications close 5pm 10 January 2025.
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