Job Description

Who are we?

The future of energy is digitised, decarbonised, and localised. At SmartestEnergy Australia, we need revolutionary thinkers to help our customers make the most of this new landscape, thinking differently to find smart solutions to complex problems. Formed in 2020, we’re an agile business driven by entrepreneurial thinking. As a subsidiary of the Marubeni Corporation and SmartestEnergy Limited UK, we also have strong investment and infrastructure behind us.

We have our corporate office in Sydney CBD and another office in Melbourne. Further expansion is planned for 2026 and beyond which means global career opportunities for you, with plenty of potential to explore new markets.

Flexibility is vital to success in our business and many of our staff work flexibly in many ways, including part-time, remotely or a mix of remote/office. Please talk to us about what flexibility means to you and don’t let anything stop you from applying. When you join our Team, you will have the opportunity to contribute and make an impact every single day.

This role is based in our Melbourne office with Hybrid working arrangement.

Role Purpose

The Market Operations Coordinator is responsible for delivering the retail customer standard lifecycle market and billing activities through contract onboarding to offboarding, ensuring a seamless experience with timely, compliant and accurate outcomes.

The role sits within the Commercial Department, under the Retail Operations function, and reports to the Market Operations Technical Lead.

This role involves ensuring smooth transfer, accurate invoicing, and timely management of change requests, while maintaining compliance with regulatory standards.

The role includes managing B2B third-party relationships, reconciling payments and managing market interactions to ensure that SmartestEnergy complies with its licensed and financial requirements.

This role is responsible for the market and billing operational activities that support the retail customer experience with SmartestEnergy, ensuring that all activities are efficient, effective, accurate, legislatively compliant, and deliver a positive customer experience.

Key Responsibilities:

Billing & Market Interactions:

• Manage the smooth onboarding of customers by handling market interactions such as data accuracy and validation, B2B transfers, and metering installations.
• Ensure timely and accurate monthly invoicing with third-party billing and back-office partners and manage accounts to meet agreed-upon KPIs.
• Manage B2B interactions and Change Requests generated through the market, liaising with third-party billing and back-office support partners to deliver timely responses within regulated timeframes.
• Manage, reconcile, and pay network billing to comply with regulated schedules.
• Manage, reconcile and pay metering invoices within due dates and resolve any inaccuracies
• Reconcile customer payments and allocation accounts as per customer remittances, including managing over and under payments.

Third-party Relationships:

• Work productively with multiple third parties involved in delivering Market & Billing Operations, including other energy retailers, regulators, metering providers and energy networks.
• Establish effective relationships with outsourced billing and back-office partners, and work with the team daily to resolve issues, exceptions and escalated events.

Process & System Optimisation

• Recommend continuous improvement initiatives to enhance efficiency across pricing, product, and contract functions.
• Work with IT and data teams to automate workflows and improve operational capability and efficiency.

Compliance and Reporting:

• Ensure all activities comply with industry regulations and company policies.
• Complete all required Compliance and knowledge training.
• Ensure that SmartestEnergy information security policies and procedures are adhered to.
• Maintain accurate records, case notes, and generate reports as required.

Experience:

• At least 2+ years’ experience in operations, ideally in the retail energy industry or in telecommunications
• At least 1+ years’ working with an outsourced third party to deliver customer operation services and benefits.
• Experienced in managing, and influencing, internal and external stakeholders.
• Strong analytical and problem-solving skill
• Able to manage additional corporate responsibilities outside of the normal job scope as and when required.

Knowledge:

Industry Knowledge

• A deep understanding of the retail energy Commercial and Industrial markets.
• Knowledge of Australian energy industry B2B, network and metering markets etc.
• A strong understanding of the legal, regulatory and compliance requirements of the retail energy business.
• Proficiency in using billing software and Customer relationship Management systems.

Technical Skills

• Knowledge of CRM systems, CIS systems and other relevant software tools
• Highly organised and detail-oriented, with a strong focus on accuracy and consistency.
• Meticulous in your attention to detail in documentation and reporting, ensuring accuracy and completeness in all tasks.
• Resilient in the face of challenging situations, you maintain your composure.
• Persistent in achieving goals and overcoming obstacles.
• Always leading by example to foster an effective, efficient and positive workplace.
• Enthusiastic about adapting to changing business needs and industry requirements, demonstrating a willingness to learn and implement new processes and technologies.

Personal Qualities

• Demonstrates professionalism, reliability, and a high degree of accountability.
• Resilient under pressure and open to feedback
• Passionate about delivering new, innovative experiences for customers
• A problem-solver, who seeks out the best outcome for both the customer and business
• Driven to exceed targets and in a fast-paced environment, willing to get involved and get the job done.

What we offer:

• A genuine commitment to smarter working – we recognise your work/life balance matters
• Competitive base salary & yearly bonuses
• Leave Benefits - Paid Parental, Service, Wellbeing & Birthday leave
• Employee Assistance Program - SONDER
• Employee Health and Wellbeing Platform - WHEREFIT
• Personal development and coaching opportunities.
• EV Salary Packaging Benefit

Diversity:

Celebrating our inclusive and diverse culture is core to what we do. We value everybody irrespective of background, disability, religion, gender identity, sexuality, or ethnicity.

We know that for our business to thrive we need diverse talent with a range of backgrounds, skills, and capabilities in each of the countries in which we operate. We view diversity as one of the key enablers that helps our business to grow.

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