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Case Management Lead

3 months ago

Wellington City, New Zealand Vector NZ Full time

Case Management Lead
- Full-time
- Engagement type: Permanent - Employee
- Department: New Zealand Operations

**Company Description**:
Our values ‘collaborate, innovate and deliver’ reflect how we do things at Bluecurrent. By working together, we can achieve more than we ever could on our own. By embracing change, we can deliver better products, services, and solutions for our customers. We are dedicated to delivering on our promises and being a company that our customers can trust.

Bluecurrent is a business to business company helping our customers optimise, be more efficient and more successful through smart energy services. We have been providing smart metering services across New Zealand for over 15 years and for over 6 years in Australia and today partner with leading energy retailers and distributors.

If you are interested in helping us achieve our vision of enabling choice through change, Bluecurrent could be the place for you.

**About the role**

You will be responsible for ensuring processes are in place to support high quality and timely resolutions for Data Services queries and complaints.

There will be a key focus on understanding case drivers, and working collaboratively with teams to reduce incoming volumes, and implement improvements.

Key responsibilities:

- Management of complex and escalated customer complaints, including ombudsman cases. Ensuring root cause of ombudsman cases is understood and changes are proposed where needed to avoid recurrence.
- Driving a high level of customer services through assessment and development of systems and processes to focus on improvement and optimisation.
- Expanding processes and structure for case management, bringing consistency across Data Services and ensuring quality framework is in place.
- Working with internal teams to ensure systems are fit for purpose and reporting is available to guide the teams of areas of focus, understanding productivity, training needs and external drivers.

**Who we are looking for**

To be successful in this role you will have strong organisational and planning ability, specifically relating to delivering against service level requirements. High level of reporting and analytical skills to identify problems and develop appropriate solutions. Outstanding communication skills with strong influencing and stakeholder engagement skills.

In addition, you will have:

- Planning ability, particularly with regards to organising your own and the team’s work
- The ability to take challenges head-on and come through successfully.
- Strong commitment to customer service excellence with demonstrated experience in process improvement and performance optimisation.

**Additional Information**:
**What we can offer you**

Why us? At Bluecurrent we are a business where our people are valued. We’re proud to be an inclusive workplace; our workforce made up of people and teams with diverse skills, values, backgrounds and experiences. We respect and value people who are different from each other, including gender, ethnicity, disability, age, sexual orientation, race and religion. In support of this we offer
- A fun and collaborative environment.
- Flexibility, including the choice of working from home a couple of days a week, and flexible start and finish times.
- Health and wellbeing support
- Great benefits including life insurance

Applications close 13 February 2024