CONTACT CENTRE MANAGER

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1 CONTACT CENTRE MANAGER Contact s Compass Our purpose is to help New Zealanders live more comfortably with energy. We are committed to delivering market leading performance to shareholders and value to our customers. We achieve this by developing and procuring competitive sources of energy and related products and services that better meet customers energy needs. We will add value to the resources that come under our control, and ensure the sustainability of our business. We respect the rights and interests of the communities in which we operate, and strive to minimise health, safety and environmental impacts on our customers and communities, as well as our employees. We are committed to creating a rewarding workplace for employees by encouraging personal development, recognising good performance, valuing teamwork and fostering equal opportunities Customer inspired At Contact, we are inspired by our customers. In a world where the only thing that s constant is change, we are committed to really knowing our customers; providing the choice, certainty and control they value today and figuring out what they will value tomorrow. We are innovative, agile and resilient; adapting and acting fast to differentiate ourselves in an increasingly competitive, data connected and digital-driven world. With customers inspiring everything that we do we earn the right to be more than just a retailer of energy. Customer Engagement Keep The Customer Engagement Keep team is responsible for retaining Contact s existing customers by ensuring we provide excellent customer experiences at every touchpoint. This team has a strong sales-through-service culture focused on giving the choice, certainty and control customers value. To be successful this team will: Keep customers by providing a seamless service experience through every interaction. Focus on sales through service. Be skilled in using empathy, effective listening and questioning techniques to identify customer cues and drivers, and realise opportunities to add value to our customers, partners and to Contact. The role will report to: Head of Customer Engagement Keep Reporting to this role: Call Centre Team leaders

2 This role will be accountable for: Lead the team, manage resources, budget and team members to ensure the achievement of quality outcomes. Develop the strategic direction of the team Contribute to the strategic direction of the Customer business and provide leadership and management of the strategic planning process and execution of that process within the business Enhance the company s business success and financial performance by co-ordinating and managing business plans and targets, driving stronger operational efficiencies and effective cost management programs. Lead the delivery of a high, consistent level of customer service to key stakeholders ensuring that there are no surprises and all outputs are meaningful and assist strategic decision making Lead transformation throughout the team, acting as a clear mentor, leading by example, and encouraging behaviours essential to the delivery of objectives Lead, coach and motivate direct reports and their staff Plan for future succession needs for the team Provide and ensure the delivery of best practise and key technical expertise and advice Ensure continuous evaluation and improvement of the effectiveness and efficiency of all operational policies, processes and systems of the function and team Ensure compliance with financial processes, policies, and legislative requirements Represent Contact in internal and external forums as appropriate

3 Specific Functional Responsibilities Contribute to the development and support the fulfilment of a vision for the Customer Engagement - Keep group In consultation with the other site managers, ensure planning is completed to meet the resource requirements arising from marketing initiatives and ensure appropriate resources are trained and available to maintain service levels across all channels Instil the appropriate balance of sales and service ethos within different teams to ensure services are valued by customers and create value for the organisation Maintain familiarity core contact centre systems; contribute to ideas and initiatives implementing the use of this and related technology to improve customer experience and ensure staff are engaged in high value activity Ensure the contact centre teams operate as part of a virtual team to facilitate a seamless customer service experience; learning from customer feedback and complaints Maintain a current knowledge of Contact s products, services promotions and processes in order to develop the Call Centre s capability and effectiveness. Facilitate and promote an environment of continuous improvement by encouraging and participating in ways of enhancing the customer experience. Proactively initiate and develop quality improvements to systems and practices to contribute to the achievement of cost-to-serve targets Ensure that process failures are identified promptly and communicated to all relevant parties in a timely manner, thereby reducing the impact on the customer. Identify training issues / needs provide input into design and delivery if appropriate working closely with the Learning and Development Team. Participation in key project teams within Customer and across the business to develop and implement new initiatives, address regulatory changes or manage significant operational issues Participation in business planning processes, financial management and reporting activities, and other organisational activities Acting in the role of Responsible Officer under Contact s Commodity Risk Management System. Business skills: Relevant tertiary/professional qualification or equivalent would be desirable Knowledge of competitive retail markets Experience in developing and managing customer relationships Demonstrated ability to lead, build teams and manage large groups of people Demonstrated ability to anticipate the business s needs and develop or recommend solutions that allow problems to be solved on an ongoing and long term basis Ability to think about the short and long term organisational impacts when making decisions and providing advice Skilled at identifying and recommending cost effective solutions and organise resources allocation Ability to clearly convey information to Senior Management, colleagues and other business units and communicate complex ideas to suit different audiences

4 Demonstrated ability to build and maintain relationships with key stakeholders, including strengths in influencing, conflict management, and negotiation Integrity and high personal and professional standards Contact Energy s policies (e.g. Code of Conduct, Health, Safety and Environment) further explain the expectations we have of our employees and the responsibilities they have.

5 Leadership Competencies At Contact part of your performance will be assessed and measured on your leadership, whether as an individual or in leading a team. Whilst all the leadership competencies are important to us, for this role, extra emphasis will be given to: Our Tikanga Consistently role models and advocates our Tikanga; actively and appropriately calls self and others on behaviour that s not consistent with our Tikanga. Customer Intimacy Dedicated to meeting expectations and requirements of internal and external customers; acts with internal and external customers in mind; gets first hand customer information and insight and uses it to enhance customer experience, and product/service offerings; builds, fosters and effectively leverages strong internal and external partnerships. Influencing and People Agility Visibly and consistently conveys depth of passion and purpose which influences and engages others in the vision; mobilises and gets great results from diverse teams understands others perspectives by actively listening and inquiring; skilfully, effectively and authentically influences others to optimise business outcomes; can win concessions without damaging relationships. Mental Agility Navigates ambiguity and responds effectively in unclear situations; thinks broadly and is intellectually curious and brings fresh thinking and ideas, which adds value to teams. Results Agility Displays strong commercial acumen in making good business decisions; constantly challenges the organisation to improve, generating great results even under difficult conditions. Change Agility Responds positively to new experiences, embraces and leads new ideas and change; continually learns via reflection, feedback, mistakes, successes, role models and alters own approach in response; thinks to the future; is innovative and resilient; can focus on now as well as future, balancing today s needs with being ready for tomorrow.

6 Demonstrating our Behaviours At Contact part of your performance will be assessed and measured on your behaviours. Whilst all the Behaviours are important to us, for this role, extra emphasis will be given to the following: Smash Complexity make it simple, make it happen Spends time on what is important Eliminates roadblocks, creates focus Not fearful of acting with minimum of planning An interaction receives a thanks for making...(my job/ the process/ today etc) easier card Line manager and/or MoR (Manager once removed), receive s, comments, letters etc (internal and external) Consistently demonstrates a Right First Time mindset Here to Help helpfulness is everything Always acts with customers in mind An interaction receives a 'helpfulness card', a positive comment, , letter, social media comment, message or customer referral Gains the trust and respect of customers and peers Can quickly find common ground and solve problems for the good of all Consistently displays a Can Do Attitude Consistently observed taking responsibility even if it's outside of their role and/or accountability Own It take charge and take responsibility Every action delivers to saving cost, and retaining and acquiring the right CLV customers Regularly receives 'way to own it card Often receive positive comments, s, letters, comments etc Regularly an advocate for Customers, Contact, another member, Customer initiatives. Always displays a Can Do Attitude / looks for the can rather than the can t Takes responsibility for who they owe information to and who owes information to them But just so you don t forget, our other Behaviours that we still expect to see are: Play Nicely act as if the whole world is watching Widely trusted Practices what they preach Keep confidences and admits mistakes Always displays a direct and constructive conversation to resolve matters Does not hide behind s Will never achieve a goal/kpi at 'the cost' of another member of contact. Stay Safe Mate safety first, last and always Not afraid to take action when necessary Makes good safety decisions Maintains a conscious balance between work and personal life Consistently displays 'generative/natural instinct' approach to working at Contact.

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