Complaints & Resolutions Team Leader

Company: Western Power
Location: Washington
Posted on: April 25, 2025

Job Description:

We are seeking a dynamic and experienced Complaints & Resolutions Team Leader to manage our Complaints & Resolutions team, ensuring the provision of timely, accurate and well-researched responses to verbal and written complaints on behalf of the Executive Management Team, Minister for Energy, Department of Premier and Cabinet, Energy & Water Ombudsman and Members of Parliament received through the Government Relations Team.In this role, you will work closely with both internal and external stakeholders, applying relevant policies, procedures and legislation to deliver high-quality responses that strengthen Western Powers reputation to deliver on a positive customer experience.As a key advocate for our customers, you will champion fair treatment, monitor the effect of our services and where necessary engage where customers could be adversely affected.Your Role in Action

• Plan and implement work schedules for the team making the best use of assigned resources to meet planned outputs.
• Identify improvements to allow the team to deliver in an auditable, cost effective, consistent and timely manner.
• Effective and efficient use of Western Power systems across the team.
• Understand the allocated budget for the team and resources.
• Coordinate and manage the ministerial and ombudsman processes.
• Initiate policy or procedure reviews where customer rights may not be met.
• Identify and implement improvement opportunities.
• Develop, monitor and report on KPIs relevant to the Team and improve team efficiencies.
• Provide statistical reports on complaints to internal and external stakeholders.
• Work effectively with Industry associations and other relevant organisations.What Makes You a Great FitWe are seeking someone with experience and attributes that include:
  • Demonstrated extensive experience in managing a team involved in complaints resolution, customer service and/or stakeholder management.
  • Formal qualifications in communication, journalism, media, business management or political science.
  • Proven skills in managing customer and stakeholder concerns or issues with advanced negotiation skills.
  • High level communication skills both written and verbal.
  • Strong decision making, problem solving and planning skills.
  • Continuous improvement mindset with experience in training and coaching techniques and sound presentation skills to multiple discipline audiences.
  • Working knowledge and application of MS Office suite of products and a customer management system.
  • Knowledge of political and industry stakeholder group operations.
  • Electricity industry regulatory knowledge.By joining Western Power, you will contribute to powering a cleaner energy future. We are dedicated to fostering career development and promoting a healthy work-life balance, empowering you to drive innovation as we develop a network that will serve the Western Australian community for generations. You will also benefit from a range of perks and opportunities, including:
    • Over 50% of our employment opportunities are driven by career progression.
    • Flexible work arrangements to support part-time work, working hours, and working from home arrangements.
    • The opportunity to purchase up to four weeks of additional leave per year.
    • Access to salary packaging, social club activities, and discounted health insurance and gym membership.
    • An award-winning employee recognition and benefits programme.
    • An innovative team culture that's enabling the transition to renewable energy and decarbonisation.
    • In addition to standard leave, enjoy three wellness leave days each year.
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Keywords: Western Power, Lancaster , Complaints & Resolutions Team Leader, Hospitality & Tourism , Washington, Pennsylvania