Metering Service Delivery Lead

Company Description
Intellihub is committed to simplifying the energy transition – as a leader in smart metering across ANZ and innovator of solar, battery, EV, virtual power plant and home electrification solutions.

With strong leadership supporting you, a career at Intellihub is defined by flexibility, growth and a deeply fulfilling experience. We're changing energy – bring yours.

Job Description
The goal of the Operations team is to service our customers across NZ as well as internal customers. We strive to safely, efficiently and compliantly perform quality field installations and services for our customers. The Metering Services Delivery Team is at the forefront of delivering exceptional customer service and interactions as we work with customers, internal teams and FSPs on a daily basis to provide fantastic outcomes for our customer and end consumers.

Your Role
We're seeking a Metering Service Delivery Lead to drive exceptional customer outcomes and lead a high-performing operations team at Intellhub. You'll oversee safe, compliant, and efficient metering services across New Zealand, building strong relationships with customers, internal teams, offshore partners, and field service providers. With a focus on continuous improvement, you'll remove barriers, streamline processes, and ensure offshore operations meet KPIs with clear reporting. As the face of Intellhub in customer interactions, you'll bring ownership and accountability while fostering a collaborative culture where your team thrives and understands the impact of their work.

Your Key Accountabilities

• Provide strong, empowering and supportive leadership to your team and leading engagement with our customers, field providers and internal teams
• Managing outcomes for customer and consumer work in conjunction with retailers, contractors and internal teams
• Develop and maintain strong relationships with customers, internal teams, offshore resources, and filed service partners and external stakeholders
• Ensure work is completed to high levels of completion for our customers
• Serve as the key point of escalation for operational queries and updates,
• Customer reporting and internal reporting to KPIs
• Manage additional checks as required to support invoicing processes
• Ensure timely and accurate data is received and validated from field service providers operating under a correct at source mentality
• Ensuring delivery of day-to-day activity and engagement for our customers
• Identify opportunities for operational improvements and efficiency
• Collaborate with internal teams and partners to implement the best practices
• Be proactive with your own personal development by working with your manager to identify your own development needs, undertaking professional development and training as appropriate, and keeping up to date with trends and new initiatives in your area of specialisation
• Promote a safe and healthy work environment and contribute to continual improvement in quality and performance at Intellihub by complying with all relevant policies and procedures

Qualifications

• Demonstrated experience in developing and empowering people to deliver exceptional results for customers
• Appropriate tertiary level qualification in appropriate field or equivalent
• Proven experience in customer service or stakeholder management, preferably in utilities or energy sector
• Competence in using operational systems, CRM platforms, and reporting tools.
• Ability to problem solve and continuously improve processes for improved services for our customers
• Excellent communication and relationship-building skills.
• Strong organizational and time-management skills with attention to detail.
• Ability to work collaboratively with internal teams, offshore resources, and external partners.
• Ability to own an issue/improvement through to completion
• Excellent interpersonal and relationship skills including oral and written communication
• Experienced and demonstrated customer communication skills
• Experience with Microsoft Excel, Power Platforms and Power BI is desirable
• Drive and perseverance to achieve fantastic outcomes for our customers
• Demonstrate Intellihub values by always acting in the best interests of Intellihub and working together across the team and the business to create the best overall results and decisions.

Additional Information

Sound exciting? Apply now and be part of a team that's shaping the future of energy. For further information, please contact Julie on [email protected].