Our client is a fast growing mover within the utilities sector and is looking for a Senior customer solutions consultant to join their growing contact center team. 

Duties will include but not limited to:

• Be the first point of contact for all phone based and written customer requests and with a view to resolve on the first call. Will 50% phone based and 50% team coaching

• Dealing with a variety of customer requests both large and small e.g. bill enquiries (inbound and outbound), complaints, payments, move ins/move outs. Received, over the phone and in written communications (mail and electronically).

• Look after day to day customer enquiries and complaints for all customers whilst working with a view to continuously improve outcomes.

• Be willing to learn all aspects of the retail business, and perform additional duties within the department as required by the manager

• Uphold Company’s compliance obligations at all times, manage and keep up- to date with particular focus on the compliance obligations allocated to the position title

• Will be involved in coaching of other staff and providing feedback to agents

• Implement process improvements, writing and amending work instructions and be on the phone queue when required

To be considered for the role you will have:

• Proven experience in the utilities space specifically gas- Highly desirable
• A customer fist approach always looking for quick positive outcomes
• Knowledge of the electricity compliance and regulatory laws
• Excellent communication skills both written and verbal
• The ability troubleshoot difficult customer queries in a positive and timely manner

If this sounds like the role for you please apply now, and for further information please contact Tom Pedersen at tom.pedersen@randstad.com.au