Job Description

• Deliver end to end customer service, always strive go above and beyond
• 4 days a week in the CBD office, one day WFH
• Melbourne based

Join a team that's All Kinds of Useful

At Origin, being useful is more than a tagline - it’s how we approach work every day. As a collective, we’re a team that thrives on finding better ways, working together, and owning our impact. From powering homes to delivering award-winning internet and helping to lead Australia’s energy transition. If you’re driven by purpose and excited to be part of something bigger, we’d love to have you on the journey.

About the role:

• Start date: April 20th

Learn more about the role: https://youtu.be/TajUSs-CCW4

Working in Retail Operations, you’ll be at the heart of everything we do - working with customers. Reporting to a Customer Operations Leader, you’ll be delivering end to end customer service, supporting our Residential customers via phone and email across our gas, electricity and broadband portfolios. Gone are the days of customers getting stuck in a never-ending loop of being transferred between departments, you’ll be fully trained in every aspect of the customer experience and be able to help with any problem

This role works on a rotating roster between 8am – 7pm Monday – Friday. You must be available to work across these hours. Initial training, 4 weeks, which is held in office.

Key Responsibilities:

• In Retail Operations, we’re at the forefront and the main point of contact for all our customers and it will be your core responsibility to go to the ends of the earth to keep our customers impressed and excited about Origin Energy being their energy supplier.
• Provide end to end customer service across multiple channels, using our new Kraken technology.
• You will work across the full range of customer service-related requirements including but not limited to onboarding and offboarding; billing and payments; metering enquiries; broadband; moves; renewals; retention; hardship; collections; complaints; customer education regarding Origin products and tools; and advocacy

About You:

• Excellent written and verbal communication skills with a demonstrated ability to talk to customers across multiple platforms including email, social and other platforms.
• Demonstrated ability to use sound commercial judgement to improve customer experiences, taking into consideration risk and regulatory frameworks and acting within delegation of authority.
• Ability to interpret information and data to understand customer queries and solve problems.
• Able to identify opportunities for business improvement and initiate change requests through working group functions to improve business processes.
• A strong work ethic - A role in Retail Operations is very fast paced and can be challenging at times. We’re looking for people who can deal with challenging situations and who are responsible for their own future by working extremely hard to achieve their goals.

Benefits

• 4 weeks training, ensuring you’ll be fully trained in every aspect of the customer experience
• Discounted Origin products benefits for employees, including Electrical, Gas and Internet offers!
• Opportunity to connect with your team in our CBD office while working from home one day a week
• Competitive salary + annual performance bonus + performance based reviews
• Origin 360 Electric Vehicles (EV) employee subscription offers a fantastic range of EVs, with flexible month-to-month plans and no lock-in contract.
• Free and confidential counselling for employees and family members.
• A great high energy team, that encourages interesting, rewarding, and engaging work!

Origin - Where good change happens

At Origin, we’re powered by people who believe in creating change.

We are committed to fostering a diverse, gender equitable workforce, where everyone is welcome, and all applications are evaluated on merit and potential. We encourage applications from Aboriginal and Torres Strait Islander Peoples, people living with disabilities, culturally diverse people, any stage in life, people with intersex variations and people within LGBTQ+ communities, including trans and gender diverse.

Enjoy a challenging career in an exciting industry where you can grow and explore your potential. If you think you have transferable skills, an appetite to learn and would be a great fit, we’d love to hear from you.

Here's a little about us: https://www.originenergy.com.au/about/careers/

Background checks may be required to determine your suitability for this position as part of the recruitment process and during your employment. These checks may include police checks, AusCheck, medical assessment and/or drug and alcohol testing.

Please note unsolicited CVs from agencies will not be accepted.

Origin recognises Aboriginal and Torres Strait Islander Peoples as the Traditional Custodians of country throughout Australia, and we pay our respects to Elders past, present and future.