Specialist Customer Engagement

Specialist Customer Engagement

• Perfect role for a highly motivated individual with a drive for continuous improvement
• Perth based role – Perth Operations Centre
• Adhoc travel to RTIO sites as required

We particularly welcome Indigenous people of Australia and Women to apply for this role as we are committed to fostering a diverse and inclusive work environment, as we advance our business to more accurately reflect the world around us.

Where we’re all welcome  

We are committed to an inclusive environment where people feel comfortable to be themselves. We want our people to feel that all voices are heard, all cultures respected and that a variety of perspectives are not only welcome – they are essential to our success. We treat each other fairly and with dignity regardless of race, gender, nationality, ethnic origin, religion, age, sexual orientation or anything else that makes us who we are.  

At Rio Tinto, we particularly welcome and encourage applications from Aboriginal and Torres Strait Islander people, women, the LGBTI+ community, mature workers, people with disabilities and people from different cultural backgrounds.  

We acknowledge that all people are different and believe that our differences are our strength.  The diversity of skills, life experiences and perspectives within our team enhances our way of working and our ability to achieve success together.   

About the role

Join our inclusive Utilities function here at Rio Tinto, where your customer engagement skills and experience will be valued and enriched within the role of Specialist Customer Engagement. This unique role will see you manage the electricity and water related customer service functions for Pilbara Utilities, including billing and debt collection for up to 4,000 residential, commercial and employee customers across our towns, as well as building and land development application approvals.

Reporting to the Principal Advisor Performance, you will:

• Develop and maintain proactive, values-based relationships with the contractor customer service team and all other key relationships
• Perform contract management activities including monitoring contract performance, undertaking contract negotiations and executing contracts and contract variations
• Undertake quarterly contractor performance reviews
• Collaborate effectively across our Utilities team and the wider RTIO group, seeking to drive value and leverage synergies
• Manage the customer call centre, billing and credit management process and systems to ensure the integrity of Rio Tinto’s billing function
• Oversee the meter upgrade program
• Leverage Smart Meter technology opportunities
• Manage the building and land development application process
• Deliver on key improvement projects
• Proactively manage the customer service relationship that provides electricity and water services throughout the Pilbara
• Monitor, record, and HSE reporting (Health, Safety, and Environment) relating to contractor meter reading personnel
• Ensure compliance with relevant legislation obligations

What you’ll bring

To be successfully considered for this role, you will have: 

• Previous experience managing service contracts
• Knowledge of utility (water and electricity) operations
• Knowledge of Regulations governing the sale of water and electricity to consumers preferred
• Strong financial management, credit control, relationship management, business improvement and project management skills
• Strong focus on workplace culture team cohesion and a proactive can-do attitude
• Ability to successfully manage competing priorities
• Business degree qualification preferred
• Current ‘C’ Class Driver's License (Manual) preferred

If you are excited about the role and think you have what it takes but your experience doesn't align 100% we still want to hear from you.  

What we offer  

• Be recognised for your contribution, your thinking and your hard work, and go home knowing you’ve helped the world progress.  
• A work environment where safety is always the number one priority  
• A permanent position working directly for Rio Tinto  
• Full relocation provided to Western Australia from elsewhere in Australia  
• A competitive base salary reflective of your skills and experience with annual incentive bonus  
• Comprehensive medical benefits including subsidised private health insurance for employees and immediate family  
• Attractive share ownership plan  
• Company provided insurance cover  
• Extensive salary sacrifice & salary packaging options  
• Career development & education assistance to further your technical or leadership ambitions  
• Ongoing access to family-friendly health and medical wellbeing support  
• Leave for all of life’s reasons (vacation/annual, paid parental, sick leave, cultural leave)  
• Work on Country with a residential role which offers company housing and financial support with living expenses including rent and utilities (power and water)
• To better suit different family needs, our paid parental leave approach gives all parents the option to take 18 weeks of paid leave after a new child arrives – at a time that suits them  
• Exclusive employee discounts including hotel stays, banking, accommodation, cars, retail and more.

We are committed to elevating Indigenous voices and increasing cultural knowledge in our business. Diversity of skills, life experiences and perspectives within our team enhances our way of working and our ability to achieve success together.  To help you on your journey with us, you’ll also have access to:

• Specialist Indigenous Support Advisors are always there for our Indigenous employees and available to support through any aspect of your employment
• Indigenous leadership programmes across some professional and operational roles to ensure that we are developing Indigenous Leaders.

Who we are  

Rio Tinto is a leading global mining and materials company. We operate in 35 countries where we produce iron ore, copper, aluminium, critical minerals, and other materials needed for the global energy transition and for people, communities, and nations to thrive.   

We have been mining for 150 years and operate with knowledge built up across generations and continents. Our purpose is finding better ways to provide the materials the world needs – striving for innovation and continuous improvement to produce materials with low emissions and to the right environmental, social and governance standards. But we can’t do it on our own, so we’re focused on creating partnerships to solve problems, create win-win and meet opportunities.  

Where you’ll be working

This role will be based at our state-of-the-art Operations Centre, Perth, situated near the Perth Airport. This role is offered on a 5/2 weekly roster, with flexibility where required.

In the Pilbara region of Western Australia, we own a world-class, integrated network of 17 mines, four independent port terminals, a rail network spanning nearly 2,000 kilometres and related infrastructure – all designed to respond rapidly to changes in demand. We are one of the world’s leading producers and exporters of iron ore.

About Rio Tinto

Rio Tinto is a leading global mining and materials company. We operate in 35 countries where we produce iron ore, copper, aluminium, critical minerals, and other materials needed for the global energy transition and for people, communities, and nations to thrive.

We have been mining for 150 years and operate with knowledge built up across generations and continents. Our purpose is finding better ways to provide the materials the world needs – striving for innovation and continuous improvement to produce materials with low emissions and to the right environmental, social and governance standards. But we can’t do it on our own, so we’re focused on creating partnerships to solve problems, create win-win situations and meet opportunities.

Every Voice Matters

At Rio Tinto, we particularly welcome and encourage applications from Aboriginal and Torres Strait Islander people, women, the LGBTI+ community, mature workers, people with disabilities and people from different cultural backgrounds.

We are committed to an inclusive environment where people feel comfortable to be themselves. We want our people to feel that all voices are heard, all cultures respected and that a variety of perspectives are not only welcome – they are essential to our success. We treat each other fairly and with dignity regardless of race, gender, nationality, ethnic origin, religion, age, sexual orientation or anything else that makes us different.