What You'll Do

At Omnidian we believe in trust and autonomy. How you create an impact is ultimately up to you. Here is an outline of some of the things you’ll be doing:

Safety

• Adhere to the company’s code of conduct.
• Complete understanding of the company’s safety systems, procedures and safe work method statement.
• Ensure all safety hazards and events are reported immediately.

Quality & Compliance

• Adherent to the company’s quality policy.
• Complete all work to a high-quality standard.
• Model and uphold the organisation’s safety, security, and operational excellence standards.

Communication & Reporting

• Maintain professional communication within the company through multiple platforms including e-mail, teams, voice calls and text messages.
• Establish a good line of communication with the customer while on their property.

General Leadership & Oversight

• Provide team leadership across case management, escalations, and operational support functions
• Act as a central escalation point for customer or operational concerns, resolving issues promptly and professionally
• Make informed decisions independently while collaborating with peers and senior leadership
• Lead or participate in operational discussions, issue resolution, and stakeholder communications
• Support team members in their responsibilities, enabling autonomy with accountability

Case Management Lead

• Prioritise and manage high-risk client portfolios, including VIP, HSE, and ongoing issue escalations
• Ensure consistent communication and high-standard service delivery to clients
• Maintain oversight of team caseloads, documentation standards, and SLA performance
• Manage a team of case managers, providing coaching, feedback, and performance oversight
• Lead direct engagement with the Ombudsman, legal representatives, insurance providers, or external regulators as required
• Represent the business in formal written responses, case reviews, and resolution negotiations
• Act as a key escalation point for internal teams and leadership when critical issues arise

Escalations & Onboarding Specialist

Provide oversight of new client onboarding through job creation, quote management, sales orders, and all communications

Support escalation management across all teams — ensuring that escalated matters are resolved effectively while maintaining customer satisfaction

Independently manage sensitive client conversations and coordinate with stakeholders to ensure escalation resolutions are timely, professional, and aligned with business needs

Process creation / workflow around onboarding new client specific requirement including resourcing, licensing, site specific re liaising with customer, HSE department, tech resource. Planning/

Collaborate with other managers to ensure alignment

Operations & Scheduling Lead

Manage staff responsible for scheduling and validation, offering support and troubleshooting assistance

Facilitate inventory accuracy, stock availability, and timely dispatch

Facilitate solar administrative duties such as PTC applications, metering tasks, ordering stock, and install validation

Ensure efficient process coordination between operational functions and broader business requirements

Responsible for meeting SLA targets in job scheduling and report delivery

Ensures smooth installation operations through solar admin coordination

Who You Are

• Motivated and passionate about operational excellence and customer service & experience
• Collaborative, team approach
• Strong sense of accountability for personal delivery of work
• Commitment to ongoing professional development and learning
• Leadership & Influence: Leads by example, adapts leadership style to team maturity, and guides teams toward outcomes without micromanagement
• Problem Solving: Addresses day-to-day issues with calm, structured thinking, and collaborates across functions to achieve practical solutions
• Customer Relationship Management: Supports staff in maintaining high-standard client relationships, particularly in sensitive or high-priority situations
• Collaboration: Works across multiple streams without silos; encourages shared ownership and solutions
• Operational Agility: Moves easily between administrative, customer service, and logistical functions
• Communication: Maintains clarity and professionalism in communication across stakeholders
• Accountability: Owns decisions and ensures high standards of delivery across all supported teams

Experience You’ll Need

• 1-3 years of experience in customer service, case management or an operations environment
• Industry experience
• Working in a KPI and target environment
• Data Analytics
• Knowledge of compliance & regulatory requirements in the solar industry
• 3+ years of greater experience in managing a team
• Excellent organisational skill
• Able to operate in a fast pace, evolving environment
• Ability to work autonomously with a sense of urgency
• High level of attention to detail
• Exceptional customer service attributes, particularly the ability to communicate in a concise and polished and professional manner
• Identification and implementation of process improvement initiatives
• Managing a highly engaged and performing team

Work-Life & Culture

Work-Life Flexibility: Opportunities to work remotely, with 20 days of paid time off annually (accrued) and 10 days of sick leave annually (accrued).
Comprehensive Compensation: Competitive salary, performance bonuses, and equity stakes.
Culture of Growth: A collaborative environment with mentorship and opportunities for career advancement.
Inclusive Community: Global affinity groups, supportive policies, and a commitment to diversity, equity, and inclusion.
Passionate team: We are mission-driven and believe in collaboration, mutual respect and trust.

Grow with Us

• We mentor and invest in our employees and prioritize them for future opportunities. Check out our Instagram reels to see a few career journey examples
• Internal candidates: Check out our advice on Internal Transfer: Job Application Process
• We’re a fast-growing startup, which means we’re constantly reinventing processes, adding new products, and asking people to use all of their skills and talents. That means there’s gonna be a lot of opportunities for you to grow, which also means you will likely be stretched in ways you’ve never experienced in a job before. If you are resilient, determined, and not afraid of a big challenge, come apply.

93000 - 150000 AUD a year