Lead the front door of RACQ Solar — every inbound customer call starts with your team.
This isn’t just a service team — it’s the primary point of contact for every RACQ Solar customer. You’ll lead a tiered support team handling all inbound calls, enquiries, technical support and complaint resolution. You’ll also play a key part in our continuous improvement cycle — surfacing what customers are telling us and turning that into action. If you’re a service leader who builds teams that customers actually want to talk to, this is your role.
What You’ll Own
📞 The front door for RACQ Solar
All inbound customer contact — enquiries, service requests, troubleshooting, monitoring support and complaint management. This team is the first voice customers hear.
👥 A tiered service team
Customer Support (first-line filter), Technical Support (diagnosis & dispatch), Senior Specialist (2IC, complex cases, coaching).
📊 Service performance
First-contact resolution, SLA adherence, CSAT, complaint volumes and resolution quality.
🔧 Technical escalation framework
Ensure the right issues reach the right people at the right speed — your Tech Support team dispatches field resources directly.
📈 Coaching & capability
Build a team where people develop from CSS into Technical Support over time — clear pathways, structured coaching.
🔄 Insight & improvement
Report on drivers of customer dissatisfaction and identify opportunities for improvement — this role plays a key part in the continuous improvement cycle across the business.
What We’re Looking For
You’ll need:
- 3+ years leading a customer service, technical support or contact centre team.
- Highly organised — you’ll manage complaints across the business and work with people at every level, from frontline staff through to executives.
- Experience managing a tiered support model — you understand why first-line filtering and escalation design matter.
- A coaching mindset — you develop people, not just manage them. You take capability building seriously.
- Comfort with technical products — you don’t need to be an electrician, but you can learn how solar systems work and support your team through technical conversations.
- Calm under pressure — complaint volumes spike, customers escalate, the phone rings. You keep the team steady.
Bonus if you have:
- Experience in solar, energy, utilities or technical services.
- Familiarity with solar monitoring platforms (SigEnergy, SolarEdge, Fronius, Enphase or similar).
- Experience managing complaint and escalation frameworks with measurable resolution outcomes.
Why Join Us
This isn’t a call centre team leader role. You’ll lead a specialist service function that handles real technical problems for real customers — with the autonomy to build the team, the processes and the culture that makes it work. The RACQ brand means the bar is high, and we’ll give you the support to meet it.
