Trustpower Job Description
Trustpower Job Description
Job Title: / Meter ReaderReports To: / Meter Reading Team Leader (or nominee)
Direct Reports: / Nil
Indirect Reports:
Function: / Commercial Operations
Position Code:
Level:
Location:
Date Reviewed:
Purpose Statement
Trustpower is the price and service leader in the electricity market and is increasingly a multi-utility service provider. Fundamental to Trustpower’s market position is providing superb customer service across all products and services that creates and sustains customer loyalty. Loyalty is created by ensuring that the customer’s experience is outstanding at every touch point, including data collection.
Trustpower’s multi-utility strategy creates increasing complexity in process and service, and the customer experience must be managed holistically and in a seamless way throughout the customer lifecycle.
Furthermore Trustpower must ensure that every customer touch point is treated as a sales opportunity and that the appropriate actions are taken.
Meter Readers ensure that Trustpower’s standard of service to the customer is met by ensuring the timeliness and accuracy of meter readers, the providing of installation details, plus the promoting and gaining of customer registrations.
Key Accountabilities
Operations
1) Collect meter data in an accurate and timely manner and in accordance with the schedules and calendars set and with the data collection equipment issued.
2) Report non-compliance of meters and access issues.
3) Maintain and update all relevant information related to the metering installation.
4) Obtain required information for vacant follow up team.
5) Work with external contractors to locate and access metering installations.
Customer Service and Acquisition
1) Represent Trustpower in a professional and strongly customer focused manner
2) Identify opportunities for customer acquisition, promoting and gaining registrations with Trustpower.
3) Report market intelligence to the Field Services Manager where Trustpower’s market position could be affected.
4) Direct customers to the appropriate parties for help.
5) Telephone customers making meter reading arrangements.
Process/Performance Improvement
1) Provide suggestions to gain efficiencies and improvements to meter reading runs, including re sequencing of installations and meter reading policies.
2) Active involvement in execution of Trustpower Strategies and objectives
Team Work
1) Actively support Trustpower strategies and goals
2) A professional approach taken in interactions with all staff and customers
3) Willing to ask for and provide assistance within the team.
Risk Management
1) Adhere to company policies including health and safety and report any risks or issues to management.
2) Support health and safety initiatives
3) Create a safe work environment for self and others
4) Support Business Contingency and Disaster Recovery Plans
Knowledge, Skills, and Experience
Success Criterion / Description / Key Success FactorsCommunication / Excellent verbal communication skills with the ability to relate to a wide range of people.
Self Management / High performance work ethic, motivated, structured and able to manage self.
Service Delivery Excellence / Providing superb customer service across all services doing what’s best for the customer while achieving Trustpower’s objectives.
Innovation/Determination / Ability to develop clear, actionable steps to achieve data collection, assess, and registration through planning and organization.
Learning Agility / Must be able to learn, understand and apply new technologies and concepts.
Driving Capability / Current and clean driver’s license.
Reading Competence / Ability to read and enter data in an accurate manner while working under pressure.
Other / Strong Alignment with Trustpower’s Values and DNA
Working Relationships
Internal / Meter Reading Team LeaderSDM Data Management
Manager Customer Connections & Data
Customer Connections and Data Administration
People & Culture Team
External / Customers
Network Companies
External Suppliers
Authorities
As per Delegated Authorities Policy