Retail Billing and Operations Analyst

Location: Melbourne, VIC

Salary: $98,000 to $108,000 base plus super

Advertisement Length: 30/05/2025 to 14/06/2025

About ZEN Energy

ZEN stands for Zero Emissions Now. That is our call to action and arms for all those passionate about taking action to stop climate change and being part of Australia’s single greatest economy-wide change – the energy transformation.

ZEN is accelerating Australia’s path to becoming a renewable

energy Superpower and is Australia’s first energy company to have a near-term science-based emissions reduction target in line with limiting global warming by 1.5°C.

In the 5 years since we secured our electricity retail license, we have brought together a community of sustainability-driven customers (governments, businesses, industries, and residents), renewable energy suppliers and capital partners. Our key customers include the South Australian Government, CSIRO’s sites in New South Wales, Victoria, and the Australian Capital Territory, Bunnings in Victoria and South Australia and the Southern Sydney Regional Organisation of Councils (SSROC) which comprises twenty-five local councils in New South Wales, four of them in the top ten by size.  

 

We have contracted renewable energy and environmental certificates from a significant portfolio of solar and wind farms across Australia and are actively growing our firmed renewable energy supply.

We are active members of the Diversity Council of Australia, The Clean Energy Council, the Melbourne Chamber of Commerce and Showcase SA. We recently launched the first phase of our reconciliation action plan, have a thriving women’s network, ZEN-A, and an active Wellbeing program, designed, and led by our team.

OUR PURPOSE IS TO LEAD COMMUNITIES INTO THE ZERO CARBON WORLD.

We seek to hire unique individuals who are as committed to our purpose as we are, and who want to work with a team whose key values match ours. And, for the record – our people decide our values – not an external consultant!

This role is responsible for the timely and accurate retail customer onboarding and billing process, including responsibility for the relevant business systems, processes, tools and to provide support for a diverse range of business stakeholders (including sales, account managers and finance) regarding billing/retail operations issues. Develop hands-on technical solutions and/or act as an advocate for delivery within existing support teams. Assist the initial sizing/scoping of initiatives or feasibility studies of different types of improvement opportunities.

Key Responsibilities and Accountabilities:

1. Day to day management of the operation and maintenance of retail billing and settlement systems and all associated systems, processes, and tools to ensure they are efficient, timely and accurate. Includes routine and manual billing, adjustments, and fee/charge reconciliations

2. Ongoing direct liaison with the billing system. Includes (i) scoping, raising and managing issues and change requests through to completion; (ii) monitoring and ensuring billing system and delivery performance is at or above agreed levels.

3. Ensure system robustness by auditing input/output data quality and system performance and resolving issues as they occur.

4. Lead the identification, development and implementation of a range of continuous improvement initiatives regarding billing system functions and the associated business processes and procedures.

5. Support stakeholders across the business (including finance, pricing, sales and account managers as required) in terms of their data/information needs< ad-hoc analysis, system operation and any associated training. Ensure that business processes across the business are streamlined without gaps or duplication.

6. Directly liaise with industry participants (including AEMO, meter data service providers and distributors) to promptly diagnose and resolve issues as required.

7. Problem Solving & Decision Making. Includes (i) Formulate useful analysis from the available data, systems, and models (ii) Define the specifics of what needs to be delivered, a confident hands-on attitude is also a necessity (iii) Flexible approach and able to take on a strategic view to deliver results under constantly changing priorities

8. Perform other retail operations tasks, including supporting and performance B2B/B2M functions, as required.

9. Carry out other ad-hoc duties as required from time to time

As part of the ZEN team, you will be curious, have a bold imagination, strive to be your best in everything you can do and be ready to laugh and have fun at work.

Education and Qualifications

• 1-3 years’ work experience (retail electricity preferred)

• Formal qualifications – tertiary qualification preferred, not mandatory

Skills and Experience

• Familiarity with key National Energy Market retail processes, such as Change Requests, Service Orders, meter data provision, billing cadences

• SQL experience desirable

• Strong attention to detail and ability to deliver on strict deadlines

• Experience understanding complex problems and able to design innovative solutions

• Passion and initiative, an eye-for-detail, and be outcome driven

• Excellent oral and written communication skills and the ability to engage relevant internal and external stakeholders

• Proficiency in Microsoft Office

Interpersonal Capabilities

• You will engage collaboratively with stakeholders across the business and externally as well.

• We would love you to be able to clearly explain and deliver information, even if it is complex.

• A strong attention to detail, self-organisation, and ability to meet deadlines is important.

• You will be passionate about learning the issues relating to the energy industry, particularly in renewables.

• The ZEN values will sit well with you and reflect how you like to work.

Technical Capabilities

• Specific technical capabilities relevant to the role – may include IT platforms, tools, market platforms, communications capabilities. Try to include proficiency level.

Work Environment

We work hard to create a safe working space for all our team, this includes a healthy working culture and environment.

Our Non-Negotiables are:

• We always act safely.

• We respect others’ opinions.

• We seek insights from those who are different to us.

• We are honest and own our failings.

• We strive for excellence individually and as a team.

Work Health and Safety Management at ZEN

All employees of ZEN Energy are responsible for ensuring a safe working environment. All staff have a duty to work safely at all times and under all circumstances. We are committed to sustaining a safe workplace and healthy employee working environment. ZEN Energy emphasises the importance of safety within its culture & places a high degree of importance on all team members contributing to a safe environment for our staff & clients.

Environmental Management at ZEN

ZEN is committed to minimising its negative environmental impacts and preventing pollution. We strive to continuously improve our environmental performance and every employee has a vital role to play to help us achieve our environmental objectives.

You can help by:

• Complying with instructions and requirements in ZEN procedures, policies, or work instructions.

• Minimise and prevent pollution; such a reducing waste going to general rubbish and landfill, maximise recycling, report any leaks, minimise chemical use, minimise water and energy use where possible.

• Report any environmental incidents, spills, leaks, non-compliance with policies and procedures, excessive noise, complaints, or other identified environmental impacts.

• Actively participate in discussions on the environmental management system and provide suggestions or initiatives on how ZEN can improvement its environmental performance.

Information Security Management at ZEN

All personnel involved in the ISMS (employees, contractors and third parties) are responsible for:

• Complying with the ISMS together with any supporting policies, standards, and procedures

• Complying with all security controls established

• Reporting security breaches and taking necessary corrective actions

• Taking appropriate actions to protect information asset

• Using the information processing resources only as authorised and intended by the system owner