Remote Operations and Market SME

• Acting as the primary customer-facing escalation point for complex and high-risk RDR (Remote Disconnect / Reconnect) and NMISP exceptions impacting retailers, embedded networks and internal stakeholders.
• Permanent full-time | Competitive package
• Can be based at Haymarket or Melbourne | Hybrid Work Environment

About PLUS ES

At PLUS ES, our mission is clear: to empower Australian businesses in optimising their energy consumption through tailored Embedded Network solutions and cutting-edge Metering and Data services as well as Infrastructure solutions in the areas of BESS, EVCI and fibre. As the energy landscape rapidly evolves, we stand at the forefront, proudly positioned as the premier infrastructure services company in Australia.

Central to our success are our people, who embody our values of safety, diversity, and inclusivity. We prioritise fostering a workplace culture that champions individual development and embraces workplace flexibility. By providing outstanding career opportunities in both established and emerging sectors, we empower our employees to thrive and grow. It's this commitment to our people that defines PLUS ES as a truly exceptional place to work.

Find out more about PLUS ES here

See yourself working here

As a PLUS ES Remote Services & NMISP Subject Matter Expert is a customer facing function responsible for the end-to-end management and escalation of complex, high risk RDR and NMISP. It is the primary escalation point for retailers, customers, embedded networks and internal stakeholders.

Your key responsibilities will include:

• Acting as the primary customer-facing escalation point for complex and high-risk RDR (Remote Disconnect / Reconnect) and NMISP exceptions impacting retailers, embedded networks and internal stakeholders.
• Owning the end-to-end triage, investigation, escalation and resolution of complex metering and data issues.
• Managing customer onboarding and engagement for RDR and NMISP matters, including clear communication of impacts, remediation pathways, timeframes and outcomes.
• Performing the NMISP function under Flexible Trading (Type 8), including NMI lifecycle management, MSATS responsibilities and coordination with LNSPs and Secondary Settlement Points.
• Ensuring all RDR and NMISP activities align with MDP, MPB and MC obligations, AEMO procedures and regulatory requirements.
• Providing oversight and outcome ownership across BPO delivery partners, ensuring issues are resolved accurately and end-to-end before closure.
• Monitoring RDR and NMISP exception trends, identifying root causes and recurring failure points, and escalating material data, system or compliance risks.
• Contributing to operational reporting, dashboards and performance insights to support continuous improvement and risk management.
• Supporting audits, assurance activities and regulatory readiness initiatives
• Building strong working relationships with customers, Account Managers, BPO teams and internal stakeholders to improve service delivery and customer confidence.
• Perform other duties and responsibilities, as may be directed by your People Leader
• Uphold a safe and healthy work environment by adhering to relevant WHS legislation and Ausgrid’s safe systems of work. Take reasonable care for their own and others’ health and safety.
• Report any hazards, injuries, incidents or near misses and implement changes in work practices as required in response to any corrective or preventative actions.
• Only carry out work you are adequately trained and competent to perform as part of your employment.
• Present to work in a fit state, including not being impaired by drugs, alcohol or fatigue.
• Compliance at all times with legislative requirements, Company policies and Ausgrid’s Code of Conduct.
• Complete all mandatory compliance training as required.

What you bring to the role

Our hiring decisions are not only based on your experience and skills, but your passion, attitude and alignment to our core values. 

To be successful, you will have the following skills & experience:

• Bachelor’s degree (or higher) in operations, business, management, or related field
• 10+ years of experience in the utilities industry is mandatory, preferably in Engineering, Meter Data Operations and Deployment functions.
• Proficiency in SAP S/4HANA, CRM system, call centre technology, and Microsoft Office Suite.
• Proven ability in identifying operational issues, creating robust communications, and implementing strategies to optimize performance.
• Advanced skills in troubleshooting, solving problems, and root cause analysis are essential.
• Strong familiarity with specified contact centres, utilities industry and/or metering.
• Knowledge of and experience with all the following: quality coaching program, process and procedures, and workforce management.
• Ability to travel domestically
• Able to analyse data and use it to make solid business decisions.
• Able to manage multiple tasks, priorities, and functions.
• Capability to manage own workload while meeting team goals and business needs the company. Excellent organisational and time management skills.
• Demonstrates experience in project management skills with an ability to roll out large-scale projects, and simultaneous projects, breaking down complex problems into manageable goals.
• Successful at leading strategic initiatives from concept to full implementation.
• Desire and capability to make timely decisions in a rapidly changing and uncertain environment.
• Proven ability to manage without authority and obtain results; from both inside and outside of our organization. Working with diverse groups of people to accomplish goals and objectives.
• Demonstrated ability to assist in building strong team dynamics and work with complex cross-functional teams.
• Exemplary oral and written communication skills are essential, as well as the ability to generate ideas and think creatively.
• Public speaking, meeting, and presentation skills.
• Proven ability to interact with all levels of our organization. Ability to manage and interface with vendors at multiple levels in their organization(s).
• Ability to translate broad and complex concepts into understandable messages.

Life at PLUS ES

At PLUS ES, we go beyond just a competitive salary to offer an exciting range of benefits designed to support your financial, health, and personal well-being! From salary sacrificing on electric vehicles and novated leasing, to discounted corporate health insurance and access to Fitness Passport, you’re bound to find something that empowers your life. Plus, our Fit for Life program ensures you're always feeling your best—physically and mentally.

Celebrate success every day with our Amped Recognition Program, where peers can cheer each other on. Looking to grow professionally? We’ve got you covered with study assistance, organisational training, secondments and our dynamic mentoring program.

We’re proud to offer gender-neutral family leave to support all our employees, as well as an exclusive Employee Staff Club for a little extra fun. For those supporting family members, our Aged Care Support Services offer expert guidance on aged care to ensure peace of mind. At PLUS ES, it's all about supporting you in every aspect of life!

If you require support with your application/reasonable adjustments for the interview process, please reach out to our dedicated Talent team - recruitment@ausgrid.com.au. 

Application close date: 25 June 2026 (please note, this date is subject to early closure)

Applicants must have full Australian work rights to apply.

PLUS ES - Enabling businesses to build our future communities