Tango Energy is proudly owned by Pacific Hydro Australia. Our business first started in 2012 with a range of competitive energy products delivering value to our fast-growing customer base.

We have an opportunity for an experienced Customer Experience Manager to join our team.

This role is for you if you’re a Customer Experience Manager who prides themselves on their exceptional leadership & stakeholder management skills as well as analytical and customer-centric mindset. This role is a full-time hybrid position, located in the Geelong North.

In this role you will be responsible for:

• managing and further developing the customer service and dispute resolution teams in the residential and small business energy segments;
• building a culture of delivering exceptional customer experience across the team and working with the view to continuously improve customer satisfaction;
• developing and improving policies and processes associated with the provision of energy services and manage complex customer issues;
• further enhancing the customer’s digital interactions experience; and
• identifying and managing Customer Experience touchpoints, areas of delight and/or friction across the customer journey, with the aim to drive better overall customer satisfaction.

To be successful in this role you will:

• experience in managing, motivating and leading high performing contact centre teams;
• have a customer-centric outlook;
• have exceptional stakeholder management skills;
• have advanced electricity and/or gas billing experience;
• be familiar with back-office electricity and/or gas processes;
• have strong written and verbal communication skills;
• be proficient in MSATS (essential);
• understand the importance of energy retail compliance obligations and diligently ensure you meet these obligations; and
• have high attention to detail and level of accuracy.

In this role you will also benefit from:

• Flexible working options.
• Annual incentive bonus program
• Free on-site parking
• An always-changing calendar of fun events and friendly competitions
• Paid salary income protection
• Reward & Recognition Program
• Wellness Program
• A team that is inclusive and supportive
• Extra annual leave, through our Purchased Leave policy.

If this sounds like the perfect place for you, please do not hesitate in applying now.