Head of Quality Assurance and Compliance

The Role:

Great opportunity to lead our Quality Assurance and Compliance team!

This role will be accountable for the effective management of the Quality and Compliance Program across all ENGIE Sales, Service and Collections channels, ensuring that ENGIE meets its business Quality KPI’s and Compliance requirements in accordance with relevant legislation.

The role will report to the General Manager Operations ENGIE Retail and can be worked flexibly between home and our Southbank office- hybrid model.

Key Responsibilities:

The scope of this role will lead and govern the design and implementation of a best practice quality program. It will also have oversight of partner customer facing and back-office teams who are responsible for carrying out sales, service and collections functions.

• Maintain an effective Quality Monitoring and Assurance program; adapted to business, customer, and compliance requirements across Sales, Service and Collections
• Maintain an effective Sales and Compliance program of work in co-ordination with internal and external stakeholders
• Ensure policies, systems, documentation and reporting supporting quality and compliance is up to date and working well.
• Ensure the independent QA function is calibrated with the ENGIE Compliance team to ensure accurate & appropriate escalation of potential issues
• Act as lead contact and coordinator through internal & external audits
• Manage the ongoing performance of the suppliers for all customer complaint functions in line with our commercial agreement and KPI’s.
• Build and maintain working relationships with managers, service providers and stakeholders at all levels to ensure satisfactory and timely resolution of complaints.
• Analyse and implement initiatives on reviews conducted of call types with a view to recommending strategies as to how the business can reduce irritant call types to improve customer experience and reduce cost to serve.
• Manage the workload for the service and ensure that appropriate systems and resources are in place so that all complaints are processed and resolved in a timely, fair and transparent manner
• Ensure vendor quality and compliance teams are calibrated and aligned to ENGIE requirements.

About You:

To be successful in this role, you are customer-focused and work collaboratively with diverse groups of people whilst balancing multiple internal and external stakeholders to drive outcomes.

You must have experience working in or with Contact centres (preferably with some exposure to outsourced operations both locally and internationally). You are experienced in managing customer Quality and Compliance functions and managing complex services contracts.

Understanding of the relationship and dynamics associated with energy industry ombudsman offices and regulators will be required.

Next Steps

If this sounds like the role for you, please apply with your up-to-date resume.

All applicants must have unlimited rights to work in Australia.

Government and some client directions regarding vaccination against COVID-19 apply to various aspects of ENGIE’s work across Australia. If your application is successful, ENGIE may require you to provide evidence of vaccination against COVID-19 as necessary to comply with any such government and client directions that apply to your work in this position.

ENGIE is an equal opportunity employer, promoting diversity and committed to creating an inclusive environment for all. All applications are screened based on business needs, job requirements and individual qualifications, without any regard to origin, age, carer’s responsibilities, sexual orientation, gender identity, pregnancy, religion, marital status, health, disability or political opinions. Aboriginal and Torres Strait Islander peoples, people with disability, people from diverse cultural and linguistic backgrounds and people of the LGBTIQA+ community are encouraged to apply. Our differences are our strengths!

About ENGIE Australia & New Zealand:

ENGIE Australia & New Zealand is accelerating the transition to a carbon-neutral economy by providing innovative, sustainable energy solutions to households, businesses, communities and cities.

Our mission is to accelerate and support the transition towards a carbon-neutral economy, through reduced energy consumption and more environmentally friendly solutions.

We have over 1,000MW of low-carbon generation capacity and more than 3,00MW of renewable energy under development. Our retail business, Simply Energy, has more than 700,000 customer accounts around Australia.

ENGIE’s trading arm, Global Energy Management & Sales (GEMS) provides long-energy supply agreements, energy trading, risk management and asset management services to business customers across the ENGIE ANZ portfolio.

Our Business Units

Flexible Generation & Retail

• Simply Energy is one of Australia’s fastest growing energy retailers, with more than 700,000 electricity and gas customer accounts in Victoria, South Australia, New South Wales, Western Australia, The Australian Capital Territory and Queensland.

• Simply Energy offers simple and affordable energy plans for Australian households and businesses.

They offer 100% carbon neutral plans certified by Climate Active where carbon emissions are offset from energy usage.

• Our gas power plants in South Australia are an essential component of our strategy to achieve a sustainable energy future, and we remain committed to optimizing their performance and reducing emissions while we invest in the energy systems of tomorrow.

• The Hazelwood Rehabilitation Project is a dedicated business stream leading the safe, stable and sustainable rehabilitation of the former Hazelwood Power Station and Mine, which ceased operation in 2017.

Renewables

• With 165MW of operating wind farms in South Australia and 3000MW of identified pipeline of solar, wind and large-scale batteries under development, ENGIE is making a sizeable contribution to the progress of renewable energy production in Australia.

• We strive for operational excellence in all aspects of green hydrogen production, including process design, equipment selection, and when up and operational in the optimization of our asset infrastructure. ENGIE and Mitsui are developing one of the world’s first industrial-scale renewable hydrogen projects to provide feedstock into Yara Pilbara Fertilisers' (Yara) existing ammonia operations near Karratha in Western Australia.

Energy Solutions

• ENGIE is building the future of electric vehicle fast charging stations in Australia for both fleets and the public. ENGIE is aiming to be operating 300 charging points across Australia by 2024. With approximately 1,000 charge points scheduled to be installed by 2025, this will mean the ENGIE public rapid charger network will be accessible within 10km for around 80% of the Australian population, and our Fleet network will be helping business and government to accelerate their decarbonisation goals

Global Energy Management & Sales (GEMS)

• GEMS provides energy supply solutions and risk management services to support its clients through their decarbonization journey, while optimizing ENGIE’s assets and contributing to value creation.

• ENGIE is leading the Australian green corporate Power Purchase Agreement (PPA) market, with several high-profile partnerships including Coles, Pepsi, L’Oréal Australia, Sanitarium, Veolia and NAB.

• Ensures a secure and sustainable energy future for B2B clients in line with a low carbon strategy by supporting customers in the transition towards a carbon neutral economy by offering them innovative, competitive and green solutions. As well as through providing best in class risk management services tailored to our customers’ individual needs.

• GEMS has expertise in energy supply and global commodities; risk management and market access; green & low carbon solutions; and asset management and flexibility services.