Head Of Customer Service Excellence

Alinta Energy is seeking a Head of Customer Service Excellence to lead customer service initiatives and enhance customer experience in Melbourne, VIC. The role involves aligning teams, optimizing customer insights, and fostering a culture of service excellence. Candidates should have relevant experience and a strong background in customer service management. The position offers a hybrid work model, energy discounts, and career growth opportunities.
• Align cross-functional teams to deliver a consistently exceptional customer experience
• Optimize CX with actionable customer insights
• Attractive hybrid work model | Energy Discounts |Career Growth Opportunities

Alinta Energy is one of Australia’s biggest energy retailers, generators and developers with over 1.1 million customers. Australia’s energy system is undergoing the biggest transformation in its history and we’re right there with it. We’re investing in and developing large-scale renewables and storage projects as part of our ongoing effort to provide our customers with reliable, affordable and sustainable energy.

About the role

The Head of Customer Service Excellence is a critical leadership role responsible for delivering high performance customer service in our contact centres. In this role you will lead and foster a culture of customer service excellence, resulting in increased customer satisfaction, loyalty, and advocacy and enhanced business performance. In this role you will be leading commercially sound strategies and initiatives to enhance the overall customer experience at Alinta Energy. The incumbent will be accountable for customer experience metrics, championing innovation, and ensuring the delivery of a consistent and exceptional customer journey across all touchpoints.

Why you’ll love working here

We’re a welcoming bunch who put our energy into being the best company we can be. For us, this means shared respect, great communication between teams, acting on our ideas, and looking out for each other’s wellbeing. There are plenty of great perks, from flexible working to a long list of exclusive Alinta benefits.

What you’ll do
• Lead and empower the high-performing teams in our contact centres.
• Develop and implement a comprehensive customer service excellence strategy aligned with Alinta Energy's overall business objectives.
• Define and champion a customer-centric and commercial vision and culture across the organization.
• Identify and analyze customer experience trends and best practices to drive innovation and improvement.

Your experience
• Bachelor's degree in business administration, marketing, or a related field (Master's degree preferred).
• Extensive experience in customer service management preferably in the energy or utilities industry.
• Proven track record of developing and implementing successful customer service strategies.
• Strong understanding of customer experience measurement and analysis methodologies.
• Excellent leadership, communication, and interpersonal skills.

This role is best suited to a proactive individual who has experience working within a complex and deadline driven environment.

Like what you’re seeing?

If you like the sound of this, and you’ve got experience in a similar role, we’d love to talk to you. Come and discover better together with Alinta Energy.

We are a 2025 Circle Back Initiative Employer – we commit to respond to every applicant.

If your application progresses, we will need to complete background and pre-employment checks, such as immigration checks, reference checks, criminal background checks, qualification checks, and additional checks for roles related to finance.

Our Diversity Commitment

Alinta Energy offers a truly diverse, safe and supportive work environment. As an equal opportunity employer, Alinta Energy encourages applications from any qualified person, including First Nations Australians, members of the LGBTQIA+ community, people of all ages and people living with a disability. We are also proud to be a WORK180 Endorsed Employer and we are committed to advancing women’s careers.

We look forward to hearing from you.

Click ‘Apply’ to submit your application.

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