Customer Operations Representative - Utilities

JOB DESCRIPTION

Location: Melbourne (Hybrid)

In this position, you'll be based in Melbourne office for a minimum of three days a week, with the flexibility to work from home for some of your working week. Find out more about our flexible work culture at computershare.com/flex.

We give you a world of potential

Computershare Utility Services partners with a wide range of Australian utility providers and organizations where retail utilities are not their core business. We support and enhance retail utility operations across the entire meter-to-cash lifecycle, helping clients deliver reliable, compliant, and customer-focused services.

As a Customer Operations Representative - Utilities, you will join our Utility Services Operations team, the group responsible for key operational activities including new connections, account maintenance, billing, metering, and payments. This is a role where accuracy, customer care, and operational excellence come together to support essential services for communities across Australia.

• You will gain hands-on experience across the meter-to-cash lifecycle, developing expertise that's highly valued in the utilities sector.
• You will help customers navigate important connection steps, resolve issues, and deliver a smooth, supportive experience.

• Manage enquiries and applications for new or modified electricity connections, ensuring all required information is collected and documentation is complete.
• Process connection contracts accurately, ensuring adherence to electrical codes, regulations, and safety standards.
• Provide clear updates to customers throughout the connection process, addressing concerns and managing escalations via case management.
• Manage incoming calls from customers and installers, delivering excellent service and resolving issues effectively.
• Work with internal and external stakeholders to ensure smooth progression of connection activities.
• Complete reporting, data entry, and documentation with a high degree of accuracy and within required timeframes.
• Provide support and informal training to colleagues, helping coordinate tasks and uphold quality standards.

• Experience working in Contact centers processing customer account data accurately in a fast-paced environment.
• Working knowledge of the electricity utilities sector, including key regulations and compliance requirements.
• Solid administrative experience with strong organizational skills.
• Ability to adapt quickly to new systems, processes, and workflows.
• Outstanding listening, verbal, and written communication for gathering and providing information.