Job Description

Essential duties

• Supervise and lead a team of Meter Reading associates to
ensure accurate and timely processing of meter readings.
• Provide coaching, mentoring, and performance feedback to team
members.
• Monitor attendance, compliance, and adherence to company
policies and SOPs.
• Ensure all meter reading requests are processed within agreed
timelines and quality standards.
• Enforce adherence to standard operating procedures (SOPs) and
data privacy guidelines.
• Conduct regular audits and quality checks to minimize errors and
maintain service excellence.
• Investigate discrepancies and implement corrective actions to
prevent recurrence.
• Prepare daily, weekly, and monthly reports on meter reading
performance and productivity.
• Analyse trends and identify areas for process improvement.
• Act as the primary point of contact for escalations related to meter
reading processes.
• Coordinate with internal teams and external clients to resolve
issues promptly.
• Communicate updates, changes, and best practices to the team
effectively.
• Identify opportunities to streamline processes and enhance
automation.
• Participate in projects aimed at improving accuracy, turnaround
time, and customer satisfaction.

• Support training initiatives for new hires and existing team
members.

Primary Job Functions:

• Oversee daily operations of the meter reading process to ensure
accuracy and timeliness.
• Manage and monitor the Meter Reading mailbox for incoming
requests and inquiries.
• Supervise and guide team members, providing coaching and support for performance improvement.
• Ensure compliance with Standard Operating Procedures (SOPs)
and data privacy regulations.
• Conduct quality checks and audits to maintain high service
standards.
• Prepare and submit operational reports on productivity, accuracy,
and turnaround times.
• Handle escalations and resolve issues related to meter reading
processes promptly.
• Collaborate with internal teams and stakeholders to address
process gaps and implement solutions.
• Drive continuous improvement initiatives to enhance efficiency and
reduce errors.

Qualifications

• Bachelor’s / College Degree in finance or any related discipline.
• At least 5 years of working experience in the related field and 2
years’ experience in collection team.
• Excellent system and process knowledge
• Excellent customer service and communications skills
• High level of accuracy, superior attention to detail and a strong
work ethic
• Intermediate MS Excel skills; able to confidently use and
manipulate VLookUp, Xlook up, concatenate formula
• Excellent time management and prioritisation skills
• Ability to work independently and as part of a wider team
• Well across all Meter Reading processes including adhoc taks
and reports.
• Knowledge with Salesforce and CDSS is an advantage.
• Experience on supporting Australian customers is preferred but
not required.