Complaints Officer

2 weeks ago

Perth, Western Australia Synergy Full time

The opportunity to join Synergy is now more exciting than ever as you'll play a key role in our journey towards achieving net zero carbon emissions by 2050.

We are investing $3 billion in renewable energy projects, offering unlimited opportunities for our team to contribute to innovative solutions that will shape the future of the energy sector in Western Australia.

Synergy takes pride in being the largest electricity generator and energy retailer in Western Australia, providing reliable electricity to homes and businesses across the Southwest Interconnected System (SWIS) from Coral Bay to Kalgoorlie and Esperance.

Role Summary:

The Complaints Officer position in our Operational Insights and Governance team at our Perth CBD Offices is a thrilling opportunity.

The role focuses on delivering exceptional customer experiences by proactively managing customer feedback, sharing insights, and enhancing processes within the Customer business unit.

Key responsibilities of the role include:

  • Being the central point of contact for escalated customer issues, both internal and external.
  • Managing and investigating complaints to ensure high customer service standards and compliance.
  • Engaging with customers via phone, in person, and in writing, including those who may be vulnerable.
  • Utilizing complaints data to drive process improvements and enhance customer experience.
  • Developing and nurturing relationships with stakeholders, keeping them informed and addressing any potential risks.

What you'll bring:

  • Minimum of 3 years of frontline customer service experience.
  • At least 1 year of experience in managing customer complaints.
  • Proven track record of enhancing customer satisfaction and adding value to their experience.
  • Strong stakeholder engagement, communication, and time management skills.
  • Previous experience in energy, utilities, or telecommunications industries is advantageous.

What we offer:

Joining us means you'll benefit from:

  • Flexible work arrangements.
  • Opportunities for professional development.
  • Purchased annual leave options.
  • Leading parental leave policies.

Every Voice Matters

At Synergy, we value the choices our employees make. Apart from our sustainability efforts, we prioritize a 'people first' culture, providing a supportive environment where individuals can learn and progress.

We believe in building a diverse workforce that mirrors the communities we serve. Recognized for our inclusive practices since 2021, we welcome applications from all backgrounds and identities.

Synergy appreciates your interest, and we reserve the right to close applications once a suitable candidate pool is identified.

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