Customer Care Manager, Engie Retail, Melbourne

Customer Care Manager, ENGIE Retail, Melbourne Join to apply for the Customer Care Manager, ENGIE Retail, Melbourne role at ENGIE AU Customer Care Manager, ENGIE Retail, Melbourne Join to apply for the Customer Care Manager, ENGIE Retail, Melbourne role at ENGIE AU At ENGIE, every talent has a role to play in accelerating the energy transition. Make a difference and enjoy a fulfilling professional experience. Take on exciting challenges and build a career path that reflects who you are.

Join us and be part of the adventure of the century! At ENGIE, great adventures always start with a simple "hello" and the desire to take action for tomorrow. If, like us, you strongly believe the energy transition holds opportunities for you and for everyone, then look no further, you belong with us!

Become a "Transition Maker", join the Group to experience fulfilling opportunities and build a career that suits you.

The Role You'll be responsible for leading and empowering the customer service team to deliver outstanding support and service experiences. You'll play a pivotal part in driving customer satisfaction, retention, and loyalty—key factors in the company's long-term success. Acting as the voice of the customer across the organization, you'll ensures that both customers and service agents are central to decision-making and operational improvements.

You'll be involved in developing and executing customer service strategies, policies, and procedures that promote consistency, efficiency, and excellence. You'll be accountable for managing customer interactions across all touchpoints, resolving escalations effectively, and ensuring service levels meet or exceed expectations. Additionally, this position oversees cost-to-serve performance and contributes to financial and operational goals. Success in this role requires strong leadership, strategic thinking, cross-functional collaboration, and a commitment to continuous improvement and service innovation.

About You Proficient in overseeing a large-scale call centre or customer service leadership within a highly regulated sector Skilled in formulating strategies with a solid problem-solving ability Data-driven decision-maker who can analyse customer care metrics and implement improvements Customer-centric professional with deep understanding of service excellence principles Adaptable leader comfortable with change management Strong communicator with exceptional interpersonal skills Results-oriented with strong organisational and time management skills Collaborative team player who can work effectively across departments Location Based at our office in Southbank, Melbourne Hybrid working arrangement with flexibility between office and remote work Regular presence at our ENGIE office is required for cross-functional collaboration ENGIE is an equal opportunity employer, promoting diversity and committed to creating an inclusive environment for all. All applications are screened based on business needs, job requirements and individual qualifications, without any regard to origin, age, carer's responsibilities, sexual orientation, gender identity, pregnancy, religion, marital status, health, disability or political opinions. Aboriginal and Torres Strait Islander peoples, people with disability, people from diverse cultural and linguistic backgrounds and people of the LGBTIQA+ community are encouraged to apply. Our differences are our strengths.

Seniority level Seniority level Mid-Senior level Employment type Employment type Full-time Job function Job function Other Industries Utilities Referrals increase your chances of interviewing at ENGIE AU by 2x

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