Job Description YOUR TEAM The Customer Operations Team sits within Intellihub’s Customer Service Operations function and plays a critical role in delivering high‑quality service at scale. We partner closely with our offshore delivery team, providing training, process guidance, and operational oversight to ensure efficient, consistent outcomes. The team also manages the ServiceNow platform for retailer enquiries and supports Accredited Service Providers (ASPs) through key back‑office operations. From smart meter rollouts and service lifecycle management to incident response and end‑user scheduling, we either deliver these services directly or enable our offshore partners to do so effectively ensuring smooth, reliable execution across the customer journey. YOUR ROLE This role plays a key part in connecting new homes to the electrical network and delivering a seamless customer experience. Working closely with the Deployment and New Connections team, you’ll manage applications and connection requests end‑to‑end ensuring each step is handled efficiently, accurately, and on time. You’ll build strong relationships with customers and stakeholders, providing clear communication and proactive support throughout the connection journey. Your focus on service excellence will help deliver a best‑in‑class experience and reinforce Intellihub’s reputation for reliability and customer satisfaction. As part of your role you will: Raise and manage new connection and alteration requests with Energy Retail Partners Plan, schedule, and dispatch work to field technicians in line with availability, accreditation, SLAs, and regulatory requirements Manage customer and partner enquiries end‑to‑end, including appointment coordination and successful site access Handle high‑volume inbound and outbound customer communications Partner closely with internal teams (Operations, Commercial, Sales) to deliver contractual and customer outcomes Support pre‑sales, bid activity, and strategic customer account plans Build and maintain strong customer relationships across NZ and Australia, supporting growth with existing and new partners Provide market insights and support continuous improvement through process and digital enhancements Manage cases across internal and external stakeholders, ensuring timely resolution Promote a safe, compliant work environment and contribute to ongoing quality and performance improvement
