Customer Operations Team Leader

About the role

Western Power is looking for a Customer Operations Team Leader for its Perth office. The role leads and develops a team of customer-focused employees who manage customer engagement, financial matters and administrative support for distribution connection works. It is a fast-paced, high-volume environment requiring a values-led leader who builds high performance, drives accountability, leads through change and influences outcomes across internal and external stakeholders.

Key responsibilities

• Oversee and lead best practice throughout a project lifecycle.
• Maintain the service levels required for customer-initiated works.
• Monitor and report overall service performance against expectations, recommending interventions where needed.
• Facilitate and manage customer communication around customer-initiated works.
• Meet legal, technical and regulatory compliance obligations.
• Manage talent through performance outcomes and ongoing employee development, keeping staff technically competent.
• Plan for the team's future growth and run the full new employee engagement process.
• Keep documentation and systems up to date so the workforce operates to a high standard.

Required profile

• Tertiary qualification in a commercial or business-related discipline, or extensive experience in a customer-driven supervisory position.
• Demonstrated leadership experience, skills and knowledge.
• Ability to support and implement strategic initiatives, with knowledge of relevant principles and commercial practices.
• Solid knowledge of an operationally driven environment or related area.
• Understanding of risk and compliance management in the business.

Required skills

• High level of influencing, written and verbal communication and interpersonal skills.
• Proficiency in computer software applications.

What we offer

• More than 50% of jobs driven by career progression.
• Flexible work arrangements, including working from home.
• Up to four extra weeks of leave per year and two wellness leave days.
• Salary packaging, social club activities and discounts on health insurance and gym membership.
• Awards and recognition programme, and end-of-trip facilities at the Perth office and South Metro Depot.

Applications close on 2 November.