Head of Retail Operations, Energy at Brighte

Operations, Full Time, Permanent, Sydney, NSW sydney full-time
Posted 15 days ago

Brighter Together

At Brighte, we believe every Australian deserves access to a sustainable and comfortable home. How do we help Australian’s achieve this? We build innovative mobile and web platforms, responsible and seamless financial solutions, and relationships with customers and vendors that last. Our addressable market is massive and rooted in a positive mission that empowers Australian’s and the growing and critically important sustainability market. 

We have been recognised for our incredible work in diversity and inclusion and have a leadership team that is passionate about building a high performing culture where people feel a sense of belonging. If you’re keen to work for a mission-driven company, with smart people who live and breath Brighte’s values, have a read below.

This role exists within Brighte’s emerging energy business. You will be the creator of our best-in-class experience for retail energy customers, working alongside amazing technology teams and market visionaries.

You understand how to use the best in technology to create exceptional, scalable experiences for customers and how to balance the human touch in the right ways to create fans for a service that before was just a “utility”. You believe there’s a better way to give customers a better product from start to finish. You’d like to be a part of building something new from the start.

What You'll Do

  • Work closely with the Head of Product, Energy & the Head of Wholesale Energy to create the operational approach to best serve our customers.
  • Work with product and tech teams to create new capabilities outside the norms of the retail energy industry.
  • Help select and drive implementation of the tools that can deliver great service, from customer onboarding through billing, customer changes, hardship, and more.
  • Create the operational system that scales to both improve customer service and reduce cost of serve, from journey mapping for customers, to analysis and rapid iteration towards a best-in-class customer experience.
  • Work closely with the compliance team to create the policies and operational environment where regulatory compliance is an integrated part of operations and smoothly incorporated into the clockwork of the team, rather than a blockade to delivering great service.
  • Meld the Energy operational approach with Brighte’s existing operations to present a single experience to the customer
  • Hire and train new team members who deliver exceptional customer service and improve our offering each and every day.
  • Being a personal example of exceptional customer service - managing customer issues and problems that occur, over phone and email to serve as a role model for the broader team.
  • Who You Are

  • Minimum 5 years of relevant post-qualification experience
  • Experience leading an operations team in an energy retailer
  • Highly organised, with the ability to create and guide the systems that increase the speed of the team rather than creating unnecessary overhead
  • Understanding of how to implement the basics of billing, customer service, hardship, credit checks, off-boarding
  • Proven experience in developing and maintaining the compliance & risk management policies and procedures
  • Ability to work with ambiguity and to deliver results under pressure in a high-energy, fast paced environment
  • Why Brighte

  • Employee Share Options. We want to build a successful company which means sharing the potential upside together.
  • Flexible working. It's all about balance so feel free to work from home when you need to.
  • Generous Parental Leave Policy. We couldn't get where we are today without our families.
  • Diversity and Inclusion. Winning Best Workplace Diversity award at the 2020 Finnies.
  • Employee Assistance Program. For confidential financial, work, relationship, or wellbeing support. 
  • Recognition and Reward Brighte Stars program. We drive a culture of recognition and celebration by shining a light on our accomplishments and everyday victories.
  • Nutritious food. A well-stocked pantry including free breakfast, daily fresh fruit, espresso coffee, yoghurt, Tim Tams and many more snacks to make work feel a little more like home. We've also got kombucha, beer, and wine on tap.
  • End-of-Trip Facilities. Cycle in to work, lock up your wheels, and have a shower in our end of trip facilities with towel service and hair dryers.
  • We’re a high performing team and proud to be backed by investors who believe in our mission and the opportunity we have ahead of us. Airtree Ventures, Mike Cannon-Brookes’ Grok Investments, Kim Jackson and Scott Farquhar’s Skip Capital as well as Qualgro Partners continue to help us scale our teams and products. 

    We’re recognised as one of Australia’s leading fintech companies, having been ranked the 6th fastest growing Technology Business in Australia in the Deloitte Fast 50/500 (2020) and winning the inaugural Finder Green Award (2020). We’ve also been recognised as a leading FinTech by the Australian Financial Review, Fintech Business Awards and KPMG.