Customer Sales & Service Manager

Location: 

Docklands, VIC, AU, 3008

Pacific Blue is a leading owner, operator, and developer of renewable energy assets and one of Australia’s fastest growing energy retailers. We own and operate a diversified portfolio of wind, hydro, and solar assets, as well as offering a range of competitive and highly sought after energy products through our retail brands Tango Energy and Pacific Blue Retail. A career with us is more than just a job – you’ll be helping us to lead Australia to an affordable clean energy future that deliver positive social, environmental, and economic outcomes.

 

The Customer Sales and Service Manager role leads the frontline customer experience (sales & service) for Pacific Blue Retail and Tango Energy. The role builds, develops and leads a high performing customer sales and solutions (service) team across residential and small business customers within the National Energy Market.

 

The role is expected to meet the customer growth ambitions of the business, while also delivering against customer service performance metrics and adhering to all necessary retail compliance regulations and obligations.

 

The role will primarily be based at our Geelong office, with some time at our Melbourne Docklands office.

 

Key Duties and Responsibilities

  • Strategic Sales Planning: Develop and implement effective  short-term and long-term sales plans to grow our mass market and small business customers across all States in line with our annual strategic plan.
  • Sales Management: Manage internal and 3rd party sales channels and make recommendations for improvements to achieve sales targets and improve sales quality, whilst minimising compliance risk and reducing cost of sales to improve efficiency.
  • Customer Experience: Work to constantly improve customer satisfaction score, customer experience and touch points and address customers’ feedback. Manage customer reviews and feedback via third party review system and report back to inform ongoing improvements.
  • Customer Service: Create and deliver best practice customer service in line with Pacific Blue's Customer Experience expectations and deliver a first call resolution philosophy.
  • Workforce Planning: analyse, forecast and plan workforce requirements for sales and service across multiple sites, ensuring optimum efficiencies across key performance metrics.
  • Management Reporting: Develop and maintain sales and service performance reporting, circulating daily, monthly and annual sales reports to inform decisions. Make recommendations for strategic adjustment where required to meet targets.
  • Process Improvement: Identify, review and implement processes and procedures necessary to enable the timely and efficient management of customers on a consistent basis and the easy onboarding of employees and third parties.

What We offer

At Pacific Blue, as a leading renewable energy provider for the past 30 years, we know what it takes to create real change. Our success isn't solely driven by our technology, investments, or assets—it's powered by our people. Our passionate and dedicated team is the reason we can make 100% clean energy available today, not tomorrow.

 

We provide a wide range of benefits including:

  • Discounts on Home Energy and Health Insurance
  • Competitive pay and reward structures
  • Flexible working options
  • Generous leave benefits
  • Free parking at our Geelong office
  • Melbourne office next to Southern Cross Station
  • A team that is inclusive and supportive

 

Pacific Blue is committed to fostering an inclusive and diverse work environment where individuals in each of our business units feel involved, supported, respected, and treated fairly. We believe that embracing people with diverse capabilities, perspectives, and experiences will enrich our team and provide competitive advantages to our business. This has resulted in our recognition by the DCA as an Inclusive Employer.

 

If you require accommodations or adjustments, we encourage you to inform us so that we can support you throughout the application process.

 

Please note that vaccination against COVID-19 is a requirement for this role.

 

Only candidates with the eligible right to work in Australia will be considered.

 

If you share our vision of creating a sustainable future and believe in making a positive impact, please click the 'apply' button to express your interest.