Customer Operations Representative

ERM Power Limited.

This is a critical role within our Retail Operations Department, this role will suit a highly enthusiastic & analytical individual who enjoys variety.

  • Unique opportunity to join one of Australia's leading energy retailers
  • Great team-based environment
  • Premier Melbourne CBD location
About the Role:
We are recruiting for an energetic, Customer Operations Representative who will be responsible for ensuring the satisfaction of new and existing ERM Power customers throughout all aspects of the customer life-cycle.  This will be achieved through the timely resolution of order management and billing exceptions, as well as resolving any customer enquiries within the internal and external service levels.
Duties & Responsibilities:
Having highly satisfied customers is vital for customer acquisition and retention as there is a direct correlation between satisfaction with retention and purchase.  It is also vital for our brand and its equity to deliver high quality results particularly during peak periods and with increased transactional volumes as the business continues to grow.
The day to day duties of the role include:
  • Processing all market transactions in accordance with the relevant Energy Laws, Rules and Regulations and in accordance with ERM Power’s policies and procedures;
  • Resolving order management, meter data and billing exceptions within internal and external service levels (quality and efficiency);
  • Receiving and responding to customer enquiries and complaints received over the phone, email or other mediums;
  • Developing and maintaining processes and supporting standard operating procedures for functions within Customer Operations;
  • Identifying improvements to existing business processes and systems and to assist in the development of acceptable solutions to improve the level of customer service and performance of customer operations;
  • Providing expert subject matter advice to customers, the business or project teams; and
  • Managing any special projects allocated by the leadership team.
About You:
We are encouraging applications from candidates with the right attitude and willingness to learn!
Also, the following attributes will be highly regarded:
  • Strong problem solving and analytical skills;
  • Excellent interpersonal skills and ability to build relationships with a wide range of stakeholders;
  • High attention to detail;
  • Demonstrated organisation and time management skills;
  • Ability to resolve conflict and negotiate good business and customer outcomes;
  • Demonstrated desire and interest in helping customers and maintaining strong relationships;
  • Ability to quickly learn and adapt to industry CRM and billing platforms;
  • Proficient at using the Microsoft Office Suite;
  • Demonstrated strong verbal and written communication skills;
  • Ability to meet personal objectives as well as aligning to team goals; and
  • Ability to work under pressure whilst maintaining tolerance, appropriate humour and patience.
  • Relevant experience in a billing, transfers, customer set up or similar environment in a competitive market; and
  • Tertiary qualifications in business, accounting or other relevant discipline.
About ERM Power:
ERM Power (ERM) is a subsidiary of Shell Energy Australia Pty Ltd (Shell Energy). ERM is one of Australia’s leading commercial and industrial electricity retailers, providing large businesses with end to end energy management, from electricity retailing to integrated solutions that improve energy productivity. Market-leading customer satisfaction has fuelled ERM Power’s growth, and today the Company is the second largest electricity provider to commercial businesses and industrials in Australia by load1. ERM also operates 662 megawatts of low emission, gas-fired peaking power stations in Western Australia and Queensland, supporting the industry’s transition to renewables.

[1] Based on ERM Power analysis of latest published information

What sets us apart from the rest?
At ERM Power we really value our culture and the way we work together to get stuff done. ERM has strong employee engagement consistent with global high performing norms because people love to work here – and we're proud of that! The work environment is Agile and fast-paced, with a strong emphasis on outcomes.
  • Fantastic Incentive Scheme, Income Protection Insurance, Purchase additional annual leave and more!
  • Ability to innovate in a company that not only encourages it but will facilitate it
  • A flexible, supportive and productive working environment.
How to Apply:
Click ‘APPLY’ below to submit your resume and cover letter outlining why you would be suitable for this position. To request a copy of the Position Description, please email
For more information, head to our website
At ERM Power, we are an equal opportunity employer and recognise the value in having a diverse workforce. We strive to create an inclusive environment for all employees. Should you wish to have a conversation about what makes ERM Power a great place to work or for more information about this opportunity, please schedule a call with Nicole Szelag, Human Resources Administrator here:

Recruitment Agencies please note: this recruitment assignment is being managed directly by the ERM Power Human Resources team. We will reach out to our preferred agency partners if required. Your respect for this process is appreciated.