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Senior Retail Operations Manager, Energy

Full Time, Permanent — Sydney, NSW

Apply now or see all openings

Senior Retail Operations Manager, Energy

What You'll Do - Overview

  • Work closely with the Head of Product, Energy & the Head of Wholesale Energy to create the operational approach to best serve our customers.
  • Work with product and tech teams to think about new ways to onboard customers and provide exceptional customer service – outside the norms of the retail energy industry.
  • Help select and drive implementation of the tools that can deliver great service, from customer onboarding through billing, customer changes, hardship, life support, concessions, and more.
  • Create the operational system that scales to both improve customer service and reduce cost of serve, from journey mapping for customers, to analysis and rapid iteration towards a best-in-class customer experience.
  • Work closely with the compliance manager to create the policies and operational environment where regulatory compliance is an integrated part of operations and smoothly incorporated into the clockwork of the team, rather than a blockade to delivering great service.
  • Meld the Energy operational approach with Brighte’s existing operations to present a single experience to the customer
  • Hire and train new team members who deliver exceptional customer service and improve our offering each and every day.
  • Being a personal example of exceptional customer service - managing customer issues and problems that occur, over phone and email to serve as a role model for the broader team.
  • Who You Are

  • Minimum 3 years of relevant post-qualification experience.
  • Experience as a leader in operations for an energy retailer
  • Highly organised, with the ability to create and guide the systems that increase the speed of the team rather than creating unnecessary overhead
  • Understanding of how to implement the basics of billing, customer service, hardship, credit checks, off-boarding.
  • Proven experience in developing and maintaining the compliance & risk management policies and procedures.
  • Ability to work with ambiguity and to deliver results under pressure in a high-energy, fast paced environment.
  • Excellent written and verbal communication, stakeholder management skills.
  • Curious, determined and collaborative.
  • Strong business acumen with a commercial awareness and insight to commercial drivers and relationships.
  • Very comfortable using online tools like Confluence, Jira, Slack as your primary method of communication.
  • Embodies our Brighte values: Deserve the Customer, Brighter Together, Be Human, Call the Ball and Think Big Stay Green
  • Why Brighte

  • Employee Share Options. We want to build a successful company which means sharing the potential upside together.
  • Flexible working. It's all about balance so feel free to work from home when you need to.
  • Generous Parental Leave Policy. We couldn't get where we are today without our families.
  • Diversity and Inclusion. Winning Best Workplace Diversity award at the 2020 Finnies.
  • Employee Assistance Program. For confidential financial, work, relationship, or wellbeing support. 
  • Recognition and Reward Brighte Stars program. We drive a culture of recognition and celebration by shining a light on our accomplishments and everyday victories.
  • Nutritious food. A well-stocked pantry including free breakfast, daily fresh fruit, espresso coffee, yoghurt, Tim Tams and many more snacks to make work feel a little more like home. We've also got kombucha, beer, and wine on tap.
  • End-of-Trip Facilities. Cycle in to work, lock up your wheels, and have a shower in our end of trip facilities with towel service and hair dryers.
  • Apply now or see all openings
    Mix of Brighte staff and company stats Mix of Brighte staff and company stats

    Glassdoor

    Don’t just take our word for it. Here’s what people are saying on Glassdoor.

    “Simply the best place. you wont regret here. Lot of stuff to do and learn and you're free to do so.”

    Software Engineer Current Employee

    “Heaps of opportunity to grow exponentially. Working with Katherine is an experience in itself. Fast paced not startup anymore.”

    Operations Current Employee

    “Friendly people, efficient team, good career opportunity”

    Team Leader Former Employee

    “Good working environment and work-life balance.”

    Investment Manager Current Employee