Operations Specialist

The world’s biggest challenge needs you, here.

Big challenges require big solutions. And the transition to a net-zero world is about as big as it gets. Working at Shell Energy - one of Australia’s leading energy retailers - puts you at the heart of that endeavour.

Lead the change, from the frontline

Shell Energy is seeking a detail-driven and proactive Melbourne based Operations Specialist to support our growing Gas Retail Operations team.

In this dynamic role, you’ll be at the heart of the customer lifecycle—ensuring smooth transfers, resolving billing exceptions, and delivering exceptional service. You’ll collaborate across departments and with external partners to streamline processes, solve problems, and drive customer satisfaction.

As an Operations Specialist, you’ll be the engine behind smooth customer experiences—managing market transactions, resolving billing and service order exceptions, and supporting Shell Energy’s commitment to excellence. You’ll work cross-functionally with internal teams and external partners to deliver high-quality outcomes and continuously improve operational processes.

With respect, integrity and honesty, you will:

• Processing market transactions in line with energy laws and Shell Energy policies
• Resolving service order, transfer, meter data, and billing exceptions
• Analysing network charges to ensure accurate customer billing
• Managing customer and broker data/reporting requests
• Supporting portal access and account setup for C&I gas customers
• Collaborating with network providers and software vendors to improve processes
• Contributing to internal reporting and process documentation

What you’ll bring

We’re after a resilient, detail-oriented professional who can juggle multiple priorities and stay calm under pressure. You’ll be comfortable with transactional tasks, but also bring initiative and a drive to improve how things are done.

You’ll thrive in this role if you have:

• Strong problem-solving and analytical skills
• Excellent interpersonal and stakeholder engagement abilities
• High attention to detail and comfort with repetitive tasks
• Ability to adapt quickly in a dynamic environment
• Confidence working independently and as part of a team
• Proficiency in Microsoft Office and billing platforms
• Outstanding time management and communication skills
• A proactive mindset and a passion for process improvement

Experience in energy retail, customer operations will be highly advantageous.

Why join our team

Every day, our people bring deep expertise, true innovation and investment to help our customers - and the world - reduce their environmental footprint. You can be part of that change.

Here are the top reasons why our people choose us:

• Purpose that you can see. As part of our team, you’ll have the best shot at energising a better future, one customer at a time.

• Work that’s interesting, innovative and high impact. We hope you’ll love the challenge and opportunity to achieve - for our customers and for you.

• People who bring the expertise and drive to succeed. Our team is respectful, inclusive, and supports connection and collaboration.

Visit our careers site to find out more.

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Join us. Together, we can make the difference count.

Shell Energy is an Equal Opportunity Employer that values the diversity of its people. We do not discriminate on the basis of gender, race, religion, colour, national origin, sexual orientation, age, marital status, veteran status or disability.