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meet Ajay

What is your role and what department do you work for?

My role at Lumo is Outbound Sales team leader, working in Sales and Retention.

How long have you been working for Lumo? Tell us a bit about your journey with us.

I joined Lumo in December 2007 as an Outbound Sales Consultant. It has been an exciting journey for me as working at Lumo has been my first job. Lumo is a great place to work with a lot of energetic, innovative, committed, disciplined and reliable employees. I have worked on various campaigns in outbound sales which gave me good exposure to the telemarketing industry. 
After 2 years in Outbound Sales, I got the opportunity to move to Inbound Sales. That was the turning point in my career as it really made me utilise my skills to gain maximum potential. Working in Inbound Sales gave me a good understanding of several sales techniques and further insight into consumer behaviour. With the knowledge and expertise about the industry that I had gained over the years, in March 2011 I got my title of Senior Inbound Sales Consultant which gave me a chance to use my leadership and management skills.

Throughout my time at Lumo, I have been given opportunities by my managers to conduct various training sessions and monthly coaching for new and experienced staff.  As a result, I have now moved on to manage an Outbound Sales team, acting as team leader. Through the help of good managers who are willing to guide you to achieving your goals, I have found that for me, Lumo is the place I want to work.

What does an average day look like to you?

I'm usually in meetings, call coaching, training, one on ones with team members, call monitoring and walking the floor to supervise the team.

What's the best thing about working at Lumo?

The best thing about working at Lumo is the support and encouragement that you get from your managers. If you have the skills and potential to grow you will be given an opportunity to step up and realise that potential. I believe this really motivates an employee to work to their maximum potential and achieve their personal goals.

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meet Cameron

What is your role and what department do you work for?

I am a Senior Invoicing Specialist working in the Invoice Management department.

How long have you been working for Lumo? Tell us a bit about your journey with us.

I started with Lumo Energy in January of 2010 as a Client Services representative working in the Melbourne contact centre. During my time in the contact centre I was given opportunities to further my development working extra duties outside the regular day to day work of a call centre operator. This enabled me to successfully apply for an internal transfer to a new role in the Invoice Management department at the end of 2010. One year later a senior role in my current department became available which I applied for. After interviews and deliberation I was appointed the new Senior Invoice Specialist at the end of 2011.

What does an average day look like to you?

Each morning I run through some administrative duties, this includes running some reporting, emails, spread sheeting etc. Throughout the day I will also perform quality checking of the teams daily work, assist with daily work and workload forecasting to help with work allocation.At the end of the day I will also set the teams duties for the day to come and finish some more administrative duties.

In addition to my above senior duties I also go through Invoice Managements regular day to day duties which include quality checking accounts, correcting data errors, reporting etc. I will also be involved with projects, meetings with stakeholders and ad hoc reporting and analysis.

What's the best thing about working at Lumo?

Being heard. Throughout my time with Lumo I have felt that my opinions have really mattered. Ideas I have had have been taken on board, developed and implemented through daily work within my department and around Lumo. There is an attitude of "why not?" rather than "why?".

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meet Valerie

What is your role and what department do you work for?

Hi. I'm Valerie in HR and I'm the Business Partner for Talent Attraction. I oversee the recruitment and also attraction strategies for the Lumo business.

How long have you been working for Lumo? Tell us a bit about your journey with us.

I've been with Lumo for 2 years now, I started in a Recruitment Consultant role, when we were known as Victoria Electricity and my role has grown as Lumo is continuously growing.

What does an average day look like to you?

My day is usually jam packed with interviewing candidates, running assessment centres for our call centre roles, writing adverts, responding to applicants, making offers, the full end to end recruitment process!

What's the best thing about working at Lumo?

The best thing about working at Lumo is definitely the people. We have a really collaborative culture and everyone is really friendly. That, and the discounted gas and electricity!

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meet Alexandra

What is your role and what department do you work for?

I am currently working in the Client Services department as a Client Services Consultant.

How long have you been working for Lumo? Tell us a bit about your journey with us.

I have been working for Lumo Energy for almost a year. This has been my first call centre role so when I started out I was not sure what to expect.  I have found that it has been a very supportive environment from the beginning which has motivated me to get more involved over time.  I've done this through actively improving my results which I have received recognition for.  At this point in time not only am I a Client Services consultant but I am also here as a mentor for the new starters in my team.   I have also recently been directly involved with assisting the Quality Services team with coaching and monitoring calls.

What does an average day look like for you?

Each day can be different (depending on how busy it is) but most days include being on the front line of customer service, answering general enquiries, speaking to a variety of different people, liaising with other departments, problem solving, contributing to team meetings and attending coaching or training sessions.

Every day I learn something different which keeps my job interesting and working here has really improved my communication skills.

What's the best thing about working at Lumo?

The best thing about working for Lumo would be the culture, people, and opportunities to grow and develop both personally and professionally.

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meet Anton

What is your role and what department do you work for?

I'm a Senior Client Relations Advisor. I handle all customer complaints that are directed mainly from our Client Services department but can come from all internal departments. I also handle Ombudsman complaints that are from each of the four states we supply energy.

It is important that we comply with the Energy retail code for all states and address the complaints efficiently to come to a resolution that the customer is happy with.

How long have you been working for Lumo? Tell us a bit about your journey with us.

I started with Lumo Energy in September 2010 as a Client Services Representative. In April 2011, I moved to the Client Relations Department on a 6 month secondment. After only a month since joining the department, I was offered the role of Senior Client Relations Advisor.

My journey at Lumo has been a steep curve of success to achieve what I have in less than 1.5 years.

What does an average day look like to you?

On an average day I normally go through my inbox for any information requested by clients or ombudsman participants. These requests may be for further information for current ombudsman investigations to client requests.

It is a very fast paced environment and the days go past pretty fast. To resolve tough, complicated complaints is such a great feeling.

What's the best thing about working at Lumo?

I love the youthful environment at Lumo.

If you work hard and show dedication there are always doors open to move forward. My progress within the organisation is itself proof of that.

Everyone is friendly and is ready to welcome you with open arms which makes work interesting and enjoyable.

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meet Luke

What is your role and what department do you work for?

Learning & Development Business Partner - Operations

I work specially within the People and Performance Team liaising across all business areas to deliver and meet training needs.

How long have you been working for Lumo? Tell us a bit about your journey with us.

I have been working for Lumo for the past 6+ years. Starting in the Customer Service department back in October 2005 as a representative, I moved in to the role of Training Co-ordinator December 2005 and later as a Learning and Development Consultant. Since that time I have been involved in the induction of new employees, supporting the Occupational Health and Safety Committee; and most recently designing the employee Wellness Program.

What does an average day look like to you?

During an induction it pretty much starts and ends in the training room preparing our new employees for their role within Lumo. Outside of the training room, daily tasks include:

  • Meeting with stakeholders
  • Writing communication briefs
  • Delivering on ad-hoc training requests
  • Working on Learning & Development Projects to meet business strategies

What's the best thing about working at Lumo?

It's people. I am in a position that gives me the opportunity to meet and work with fantastic people. Over my time here at Lumo I have developed great friendships and business relationships with employees at every level, which makes coming to Lumo for me one of the best reasons to work here.

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meet Chrisoula

What is your role and what department do you work for?

My name is Chrisoula and I work in the Credit Management team as a Payment Support Consultant assisting customers who are in hardship.

How long have you been working for Lumo? Tell us a bit about your journey with us.

I began in the company over 5 years ago starting as a Credit Consultant. After a year the opportunity to assist and be part of a new specialised team assisting customers on a more personal level came about and have been in the payment support team now for the past 4 years.

What does an average day look like to you?

My average day consists of case managing clients who are experiencing financial difficulty whether it is long or short term in getting on track with their utility bills. I interact constantly with financial counsellors, customers, and government bodies to assess, process government applications for financial aid, set up incentivised /payment arrangements, provide energy efficiency advice with the end goal of assisting customers to be able to manage their own accounts and stay on track.

What's the best thing about working at Lumo?

I think I enjoy the open door policy across all levels of the business. Any concerns, issues, and recommendations are always heard. There is a relaxed and friendly atmosphere where you get to meet and interact with everyone across the business from your fellow colleagues to your CEO. 

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meet Seda

What is your role and what department do you work for?

My role at Lumo is Senior Connection Services Representative. I work for the Connection Services team.

How long have you been working for Lumo? Tell us a bit about your journey with us.

I have been with Lumo since October 2010. I started as a Connection Services Representative and last year in 2011 I was given the opportunity to become a Senior for the team.

What does an average day look like to you?

My average day consists of assisting and training my team, as well as handling any complaints or escalations that may be raised.

What's the best thing about working at Lumo?

One of the best things about working at Lumo is the energy and the people that make Lumo what it is.