Complaints Officer

2 weeks ago

Perth, Western Australia Synergy Full time

The time tojoin Synergy has never been more exciting because you'll behelping us to deliver on our commitment towards becoming a net zerocarbon emission business by .

We areinvesting $3 billion in large-scale renewables development andcreating unlimited opportunities for our people to contribute tothe growth of innovative solutions in our operations as we invest.This is your chance to help us transform the energy industry andbuild a more sustainable future for Western Australia.

Synergy isproud to be Western Australia's largest electricity generatorand energy retailer. We deliver secure electricity to homes andbusinesses throughout the Southwest Interconnected System (SWIS)from Coral Bay in the north, to Kalgoorlie in the east, and toEsperance in the south

Click RoleSummary:

TheComplaints Officer is an exciting opportunity in our OperationalInsights and Governance team based at our Perth CBDOffices.

The purposeof the role is to enable an exceptional customer experience byproactively delivering key insights into the customer experiencethrough complaints management, information sharing, and embeddingprocess excellence throughout the Customer businessunit.

Keyresponsibilities of the role include :

Central point of contact for escalated customer issues for internal and external customers. Responsible for the investigation and management of complaints and escalated complaints, ensuring high standards of customer service, records and compliance are maintained. Engage with customers over the phone, in person and in writing, including customers who present to our reception that may experience vulnerabilities. Demonstrate a deep understanding of complaints data, providing insights to enable process improvement and industry best practice continuous improvement for people, processes, and system enhancements. Build and maintain quality relationships with internal and external stakeholders keeping all stakeholders informed and escalating any business/customer risks.

Whatyou'll bring:

Minimum of 3+ years' experience in frontline customer service roles. At least 1 year's customer service experience managing customer complaints Demonstrated experience adding value to customer experience and resolving customer dissatisfaction. Excellent stakeholder engagement, communication and time management skills Previous experience working in an energy related industry, utilities, or telco is not essential but will be highly regarded.

Whatwe offer:

Working foran employer of choice also means you will enjoy:

Flexible work arrangements Professional Development Opportunities Purchased Annual Leave Best practice parental leave

Click EveryVoice Matters

Our employeeshave a choice to work for Synergy and it's a choice werespect and value. In addition to our focus on creating a greenerfuture, Synergy is committed to its 'people first'culture and providing an exceptional place to work where our peopleexperience a sense of belonging and have opportunities to learn andgrow.

We understandthat it is important for our workforce to reflect the diversity ofthe community in which we operate. We are proud to be recognised asan inclusive employer since by the Diversity Council ofAustralia.

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