Customer Service Lead – Residential Energy

Flow Power is an energy retailer, technology and engineering company that has been reshaping energy since 2008.  Our mission is to “create the renewable energy future, together” by empowering Australian businesses and homes with innovative solutions and technology to transform the energy market. Our founder and CEO has been recognised in The Green List 2024 Top 100, and thanks to our highly specialised teams, we are the recipients of several industry awards.

We are experiencing rapid growth, fully supported by our shareholders and investors towards making our vision of a greener and cleaner Australia a reality.

We are looking for an experienced energy industry professional to lead our residential customer service function while also supporting residential inbound sales. This is a hands-on leadership role. The successful candidate will lead a small team, remain active on customer calls, improve service quality and performance, and help transition parts of our customer service operation to automation where it makes sense.

• Lead, coach and support a small residential customer service team of approximately 1-2 people.
• Handle residential customer service enquiries across phone, email and digital channels, including more complex or escalated issues.
• Take inbound residential sales calls and convert quality opportunities into new customers.
• Stay close to day-to-day customer interactions by being active on calls and setting the standard for customer conversations.
• Monitor service levels, team performance, quality and customer outcomes, and step in where needed to support delivery.
• Identify recurring customer issues and process pain points, then drive practical improvements.
• Work with internal stakeholders to improve systems, workflows, scripts, knowledge content and customer journeys.
• Help transition appropriate parts of the residential service experience to automation, including triage, self-service, workflow automation and AI-assisted support.
• Ensure any automation improves efficiency without compromising customer experience, quality or compliance.
• Support onboarding, training and capability uplift within the team.
• Use service and sales data to identify trends, risks and improvement opportunities.

• Proven experience in the energy industry, ideally in residential retail energy, customer service, sales or operations
• Experience leading or supervising a small team, with the ability to coach, support and hold people accountable.
• Strong customer service capability, including the ability to manage complex conversations with empathy and clarity.
• Confidence handling inbound sales calls and identifying customer needs in a way that builds trust and supports conversion.
• Strong understanding of customer service operations, service processes and performance drivers.
• Experience improving workflows and reducing manual handling.
• Demonstrated interest in, or experience with, automation, AI-assisted workflows, digital service tools or process transformation.
• Ability to balance strategic improvement work with hands-on operational delivery.
• Strong communication and stakeholder management skills.
• Organised, adaptable and comfortable working in a fast-moving environment.

In this role, you’ll be a hands-on leader who is willing to jump into the work, not just manage it from a distance. Commercially aware, customer-focused and results-driven. Calm under pressure and comfortable handling change. Curious about systems, process improvement and smarter ways of working.

Working in alignment with our company values, this role will contribute to our growth with our residential customers during an exciting time in Flow Power’s history.

It’s an exciting time to join Flow Power as we scale our electricity retail footprint in the large C&I market segment and grow our recently launched Flow Home product for everyday energy users. A medium-sized organisation of specialists and business leaders will keep you continuously learning in a complex and rapidly growing renewable energy sector. Some of our other benefits include:

• Short-Term Incentives: Rewarding high performance and employee contribution to company success through our generous short term incentive program
• Flexible Work Options: Hybrid ‘work from home’ policy, additional purchased leave entitlement, all contributing to more work-life balance
• Remuneration Policy: Aims to reward employees consistently and fairly, based on performance, market trends, and internal relativity
• Office Environment: Fresh office spaces designed for connection and collaboration, fostering teamwork
• Social Events: Regular social events including end-of-month celebrations, off-site activities, and regular workplace lunches
• Parental Leave Support: Generous parental leave policy and support for growing families while maintaining workplace links
• Continuous Learning: Promotes continuous learning through further education assistance policy to support your ambitions where they align with business interests
• Employee Assistance Program: Offers comprehensive and confidential support for employees and families, including career, conflict, family, finance, and nutrition advice
• Service Recognition: Employees with 5 years of service receive an extra week (5 weeks total) of annual leave accrual