Support and innovation enhances customer experience

Building relationships with our customers to enhance their experience is important to Jemena. And when those customers are some of the biggest energy users across our electricity network, having specialists involved is critical to facilitate two-way communication and support.

Shaheli Damiano, Key Accounts Manager for Jemena’s Electricity Networks (JEN) business, has the big task of ensuring Jemena’s largest customers and local Councils are supported and have access to the electricity required for their businesses and communities. Shaheli joined Jemena in 2021 as the next step in her long career in various account management and customer service roles.

“My role varies from day-to-day, from catching up regularly with our key contacts across our large customers and Councils to coordinating internal catch ups to ensure key deliverables are being met regarding various projects. These can relate to new connections, including for major site upgrades, to supporting renewable energy initiatives such as bulk street lighting upgrades for Councils.” 

“My favourite part of the role so far is being able to establish a positive rapport with my key customer contacts, as well as learning about the varied nature of their business operations and how they relate to Jemena’s key services.” she said.

Shaheli said that one of the key areas Jemena assists Councils with is ensuring reliable electricity supply so they can provide valuable services to the local communities that they serve.

“We endeavour to manage our planned outages (outages that are required to support critical maintenance work/activities) to minimise impacts as much as we can, while unplanned outages are responded to as quickly as possible in order to have our customers back online as quickly as possible. 

“We also manage projects on behalf of Councils ranging from bulk streetlight upgrades and arranging connections for electric vehicle charging stations, as well as ongoing maintenance of public streetlight assets. Innovations like the new Fault Location, Isolation, and Service Restoration (FLISR) system and new solar inverter standards are also helping to improve supply reliability for all customers across our network,” she said.

Shaheli said there is a strong culture of knowledge sharing and internal support at Jemena which is helping her immensely as she learns the ropes of the electricity distribution sector.

“Just as I am working to support our large customers and Councils, the entire team are supporting me. This year, I’m looking forward to continuing to build my professional relationships across our large customer base as well as with Councils. I’m striving to create a positive experience for all our customers when they liaise with Jemena, while driving fast and effective outcomes for them,” she said.

A core value for Jemena is to ‘think like a customer’ and ensure our actions consider our customers, community and other stakeholders. Our values underpin everything we do. Learn more: https://jemena.com.au/careers/working-with-us/our-v