Customer Requests Team Leader

About us

At CitiPower and Powercor, we’re proud to deliver electricity to 1.9 million Victorian customers every day through our network of poles and wires. But more than that, we’re here to power communities, support local businesses and keep critical services running smoothly, we’re essential to them all – and none of this happens without our people. As Victorians electrify everything from homes to transport, we’re focused on ensuring our networks are ready to meet that demand. If you want to be part of something essential, be essential with us.

About the role

The Customer Requests team is responsible for managing pre‑offer, customer‑initiated augmentation tasks and coordinating minor customer projects in line with business policies, procedures, and regulatory requirements.

We are seeking a Customer Requests Team Leader to provide strong front‑line leadership to a team of customer service and technical professionals. In this role, you will oversee the efficient delivery of customer request processes, support team capability and engagement, and ensure an exceptional customer experience.

This position can be based in Melbourne CBD, Geelong, or Ballarat, offering flexibility for the right candidate

Key responsibilities

• Lead a team fostering customer centric culture focused on delivery of Powerful Customer Service to internal and external customers
• Enable and encourage others to participate in decision making whilst considering broader business agenda and objectives
• Contribute to and implement plans that build team morale, employee engagement and generate commitment to and understanding of company vision and strategy
• Engagement: develop and implement plan of action to continually improve engagement/ alignment and agility within team in line with organisational Employee Engagement framework
• Coaching: establish operating rhythm across team coaching activity on a daily/ weekly/ monthly basis inclusive of scheduled one on one coaching sessions. Develop the skills, capabilities and behaviours of the group to meet current and future workload requirement
• Ensure customer enquiries are resolved in a timely professional and courteous manner and instigate ongoing improvement initiatives that increase customer satisfaction and reduce escalations and complaints to the Ombudsman.
• Manage and build effective customer relationships with internal and external clients to improve customer satisfaction and service delivery
• Serve as a point of escalation for complex enquiries, escalated complaints or exceptions and actively resolve directly or in conjunction with members of the team

For more information on the role’s responsibilities, please click here to download the position description.

What you’ll need from day one

• Detailed knowledge of human resource principles & practices
• Proven ability in business communications to manage and align expectations of staff, customers and internal stakeholders
• Knowledge of the electrical distribution network, particularly design and compliance with relevant customer and Australian Standards is desirable
• Knowledge of the Customer Initiated Augmentation Works, Electricity Supply Policy and associated codes is desirable
• Experience using Salesforce and/or SAP based platforms advantageous

If you believe you have what it takes but don’t meet every requirement—or if you’d like to discuss flexible working arrangements to meet the key responsibilities —we encourage you to get in touch.

Key Benefits

We’re proud to offer an inclusive, supportive workplace where everyone feels safe, valued, and empowered to grow. Some of our benefits include hybrid work options, purchased leave, 15 weeks of gender neutral primary parental leave, health and wellbeing subsidiary, career development and planning opportunities, and exclusive discounts. Visit our company website to learn more.

Diversity, Equity & Inclusion to support a fair workplace for all

We are committed to building a safe, inclusive, and supportive workplace where people of all genders, ethnicities, sexual orientations, abilities and ages are valued for who they are and empowered to do their best. Through our Diversity, Equity & Inclusion Strategy (DEI), Reconciliation Action Plans and initiatives like Women in Power and Sparkle, our LGBTQIA+ allies network, we’re working to create equal opportunities for all. We are proud to be a WORK180 Endorsed Employer for Women. Explore our partnership with Work180.

We welcome applicants from all backgrounds and experiences, and strongly encourage First Peoples, women, people from the LGBTIQA community, culturally and racially marginalised people and people with disabilities to apply. We recognise how people from marginalised groups can face extra barriers and self-select out of recruitment processes.  With this in mind, we’re committed to making reasonable adjustments to ensure a positive, barrier-free recruitment process.

What’s next

Submit your application via our careers’ website by 19 March 2026. To make a confidential reasonable adjustment query, please contact Nadya Kartika from the Talent team at careers@powercor.com.au

Beon, CitiPower Powercor and United Energy recognise Australia’s Aboriginal and Torres Strait Islander Peoples as the First Peoples and Traditional Custodians of the lands on which we work. We pay our respects to Elders past and present and acknowledge their ancient and continuing connection to Country.

We are committed to creating a workplace where everyone feels valued, respected and supported to succeed. By making sure our workplace is physically and mentally safe, so that our people can be their authentic selves, share their unique perspectives and can thrive.