Description We are unique Essential Energy is an organisation that values your voice, empowers your autonomy, recognises the strength in diversity, and prioritises your well-being while offering attractive remuneration and benefits. Take pride in having a meaningful impact on regional, rural and remote communities while being a pivotal player in the energy industry's future. About the role We are seeking a dynamic and experienced Customer Contact Team Coach to join our team at Essential Energy. In this role, you will be responsible for leading, supervising, and motivating our Customer Contact teams to deliver exceptional customer service. You will play a crucial role in meeting customer needs, achieving business performance targets, and supporting the continual improvement of our Customer Contact functions. This role is based within the Essential Energy Port Macquarie footprint, with the flexibility to work from home in a hybrid environment. This is a permanent shift worker position that will be required to work rotating shifts. Key Responsibilities Lead and manage designated teams in the effective and efficient operation of Essential Energy’s Customer Contact teams Develop and maintain a coaching environment through monthly feedback sessions and call coaching sessions Supervise teamwork to meet individual and team objectives, promoting high work performance and managing any instances of unsatisfactory work performance Monitor team member roster adherence and absenteeism, conducting associated employee counselling to meet customer demands and service level requirements Provide leadership, direction, advice, and development opportunities for the Customer Contact teams to ensure they have the skills and motivation to achieve business objectives About you You are a dedicated and experienced professional with a strong background in customer service and team leadership. You thrive in dynamic environments and have a proven track record of managing and motivating teams to achieve high performance. Your excellent communication skills and ability to build positive relationships with stakeholders make you an effective leader. You are proactive, solution-oriented, and committed to continuous improvement. Your experience in a customer response environment, combined with your strong problem-solving skills, enables you to handle complex situations with ease. In addition to this you will have: Proven experience in a similar management role within a customer response environment Strong leadership and coaching skills with the ability to inspire and develop team members Excellent communication and interpersonal skills to interact with a diverse range of people Ability to manage a complex and varied workload, meeting business targets and performing under pressure Required Qualifications Certificate IV in Customer Engagement or equivalent experience Why Essential Energy We offer competitive remuneration commensurate with skills and experience and 16% superannuation. Essential Energy provides employees with a broad range of employee benefits including 26 weeks paid parental leave, learning and development opportunities, and Health and Wellbeing programs including fitness passport. For more information on our benefits, please visit the employee benefits page . We are proud to be recognised as a WORK180 Endorsed Employer for All Women . An energy network doesn’t just keep the lights on… it’s a living network that needs to adapt to new and emerging energy generation technologies while still meeting the energy needs of customers. It requires innovation, commitment, and collaboration to bring people together to solve the energy delivery challenges of the modern world. Your potential will be realised, and you’ll feel a real sense of purpose and satisfaction knowing you have a pivot role to play in delivering the energy of the future to the people who need it today. For further information please contact Zachary Hooker - Contact Centre Lead on 0474 720 443 Applications close on Sunday 25 May 2025 at 11:55pm. Passionate people. Global thinking. Regional heart. Building a better energy future. Essential Energy is committed to building a culturally diverse and inclusive workplace and strongly encourages applicants to apply regardless of gender, age, ethnicity, sexual orientation, or disability. As an organisation, our aim is to champion inclusivity in the workplace and celebrate the difference in all our employees.
