Group Manager Customer Delivery - [Archived Advertisement]

Evoenergy is looking for an experienced and strategic senior leader to join the organisation as the Group Manager of Customer Delivery.

• Generous salary and benefits
• Full-time, ongoing position
• The ability to have a real impact on the strategic direction of a well-known, local organisation

Evoenergy is looking for an experienced and strategic senior leader to join the organisation as the Group Manager of Customer Delivery. The successful candidate will have the opportunity to utilise their extensive leadership and management skills to help Evoenergy achieve its long-term strategic goals.  

About us

Evoenergy is an electricity and gas distribution business that is committed to providing safe and reliable services to the Australian Capital Territory (ACT). We believe in safety for our consumers and employees and by investing in our people, technology, and other innovations we strive to exceed our consumers’ needs now and into the future.

We boast a positive safety culture that encourages and inspires, because the work we do matters to thousands of Canberrans. We have skilled teams of qualified professionals who are passionate about powering our community. At Evoenergy, we live and breathe our agreed culture behaviours of being honest, collaborative, flexible, respectful, and positive.

About this opportunity

The Customer Delivery Group of Evoenergy is one of the most vital groups within the organisation. Reporting directly to the General Manager of Evoenergy, the Group Manager of Customer Delivery will utilise their strong business and financial acumen skills to oversee all major functions within the Group, including:

• All customer interface systems, including the 24/7 Customer Contact Centre, and metering and billing systems
• Compliance to National Energy Rules and other relevant regulations
• First response and reactive maintenance of the Evoenergy network
• Communications and customer engagement strategies
• Minor customer-initiated projects
• Major customer and stakeholder management

Key responsibilities

• Oversee the management of the end-to-end customer interface with the network
• Lead the formulation and implementation of customer relation strategies, processes, and procedures, engaging widely with influential internal and external stakeholders
• Oversee and ensure effective provision of support for systems responsible for property creating, customer and NMI (National Meter Identifier) creation, management of meter billing/services, and NUOS (Network Use of System) billing
• Manage a 24/7 Customer Contact Centre for emergencies and reactive work
• Oversee crisis and emergency management processes, including real-time crisis management and input into customer prioritisation during outages
• Ensure effective monitoring and reporting requirements to ensure compliance with the National Energy Customer Framework (NECF)
• Develop and implement appropriate customer communications and account management strategies through strong stakeholder management skills

About you

• Relevant Tertiary Qualifications or experience in a utilities environment that can be applied to a Customer Service-related field (Essential)
• Demonstrated ability to lead a large customer focused technical delivery team.
• An understanding of the operation and maintenance of electricity network infrastructure 
• Demonstrated strategic thinking and ability to develop long term customer service strategies and plans.  
• An in depth understanding of trends and changes impacting the utility industry.
• Demonstrated high level of business systems and financial acumen
• An understanding of the technical, economic, and legal factors involved in operating a distribution network.
• Experience in maintaining a safe work environment.
• Proven high level communication skills and in particular the ability to effectively liaise with stakeholders.

How to apply

Does this role interest you? If so, we encourage you to apply through our online Recruitment Portal with your resume and cover letter, outlining the skills and experience you can bring to the role!

Applications close on Thursday 6 April 2023.

Applications should be addressed Peter Billing, General Manager Evoenergy. If you would like to learn more about this opportunity, you can contact Peter on 02 6293 5850. If you need any guidance with the application process, you can email recruitment@evoenergy.com.au.

Why should you work for us?

We offer generous salary and benefits including competitive pay, subsidised gym memberships, leadership and professional development programs, staff rewards, recognition programs and much more.

We are an Equal Opportunity Employer who embraces and fosters a culture that supports diversity, inclusion, and respect, where people are empowered to fulfil their potential. We welcome people with diverse skills, experiences, perspectives, and backgrounds, and encourage applications from women, Aboriginal and Torres Strait Islander people, people with disability, people that identify as LGBTIQ+, and people from culturally and linguistically diverse backgrounds.