{"id":2694805,"url":"https://alion.io/job/pacific-blue-customer-service-operations-process-lead","title":"Customer Service Operations Process Lead","company":{"id":3885762,"name":"Pacific Blue","domain":"pacificblue.com.au","url":"https://alion.io/company/pacificblue-com-au","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Operations","role_family":"Operations","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Geelong, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":61000,"max_usd":173000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1639},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-16T09:50:53Z","employer_posted_date":"2026-10-16","last_verified_at":"2026-10-25T05:47:14Z","board_verified":true,"closed_at":null,"days_open":8,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":8},"description":"Position Description\n\nPosition:\n\nCustomer Service Operations Process Lead\n\nReports To:\n\nSenior Customer Service Operations Manager\n\nFunction:\n\nRetail\n\nLocation:\n\nMelbourne\n\nEC Job Classification\n\nTeam Leader/Specialist\n\nCritical Infrastructure role:\n\nNo\n\nApproved By:\n\nGeneral Manager Retail\n\nApproval Date:\n\n01/2026\n\nPosition creation date:\n\n01/2026\n\nLast review date:\n\n01/2026\n\nPurpose\nThe Customer Service Operations Process Lead works closely with the Senior Customer Service Operations Manager and has shared accountability for the delivery of the customer service performance of the Pacific Blue Retail business.\nSpecifically, the role has direct responsibility for the oversight of the external customer service agents, including cost and budget management, setting of KPIs, performance against KPIs, and ensuring that the outsource partner of the business is representing Pacific Blue in the same way as would be expected internally.\nThe Performance Lead role also has accountability for supporting the onboarding and training of any members of both the local and outsource service team. Further, the role has direct responsibility for recruitment, training and development of outsource partner agents, as well as monitoring the performance and progress of, and supporting any coaching or training that they may deliver themselves, or others to the internal team.\nIn busy times for the business, the role will also be expected to ‘step in’ as a senior agent and support the team by taking customer calls directly. It would be expected that this would account for about 20% of the overall time spent in role.\nKey Duties and Responsibilities\nWith the Team Leader, foster and lead a culture of teamwork and high performance across the internal and outsource partner service teams;\nDirect oversight, and management of the performance of the outsource service agents;\nKPI setting, embedding and delivery within the outsource service team;\nSetting and managing the budget (headcount) with the outsource service partner of Pacific Blue;\nHolding external partner to account on performance against KPIs and contractual obligations;\nOnboarding of all new Agents - internally and through the partner;\nOngoing training of service Agents - internally and outsource partner;\nSetting and ensuring the delivery of the appropriate operating rhythm with the outsource service partner;\nWorking across the Retail Operations team, ensure the appropriate business communications to outsource service team to ensure knowledge as the local teams;\nAs required, act as a Senior Agent and take service customer calls;\nDeliver the expected Service performance outcomes of Pacific Blue, including but not limited to:Cost Management\nHeadcount Management (outsource)Call volumes\n\nService levels\nCall handling time\nCustomer service metrics (such as NPS)\nCall quality\n\nEnsure that the Company’s compliance obligations are actively maintained, managed and kept up to date with focus on the compliance obligations allocated to the position title as identified in the Company’s Register of Compliance Obligations\nChallenges\nManaging conflicting priorities\nRequirements to manage through influence - and across different, remote locations\nNeeding to work cross functionally, with a strong ability to influence\nRequired to effectively balance the delivery of service and support to customers ensuring high quality, maintaining compliant operations and meeting the expected outcomes of the business\nWorking in a small team, but with the need to recruit support from elsewhere in the business as required \nJudgments\nAbility to engage stakeholders in the development and delivery of service outcomes \nRequired to effectively balance the delivery of service and support to customers ensuring high quality, maintaining compliant operations and meeting the expected outcomes of the business\nAbility to resolve a range of customer related issues\nUnderstanding of the energy retail customer lifecycle\nAbility to manage the balance between business, customer and employee needs \nKnowledge, experience (including qualification) and skill\nKnowledge and Experience\nMinimum 3 years working in Retail energy\n3 years+ experience in as a Process or Performance Leader or similar role\nDemonstrated experience working in, Contact Centre service teams;\nWilling to accept responsibility, foster accountability and lead by example\nDemonstrated experience in developing and implementing customer facing strategies and processes.\nExperience in managing service level agreements with external suppliers.\nDemonstrated ability to work constructively and collaboratively with internal teams/functions and have asound understanding of customer service performance management \nTrack record of performance against leadership and customer service related KPIs\nCampaign delivery expertise, including tactical and strategic execution of operational activities within all market segments\nKnowledge of regulatory reporting requirements\nSkills\nDemonstrated ability to work in an agile and dynamic business culture \nStrong effective self and time management skills \nExceptional verbal, written and interpersonal communication skills \nLeadership through influence \nManaging external partners\nProblem solving\nPlanning & Project Management \nReport writing \nCommercial acumen \nRisk assessment and mitigation\nExcellent stakeholder engagement, and ability to manage via influence\nAbility to think laterally and analytically through complex issues and apply learned knowledge","description_format":"text","description_chars":5501,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Solar Energy"],"lifecycle":[{"event":"open","at":"2026-10-16T09:50:53Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring 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