Manager, Vulnerable Customer Care

6 months ago

Perth, Australia Synergy AU Full time

The time to join Synergy has never been more exciting because you’ll be helping us to deliver on our commitment towards becoming a net zero carbon emission business by 2050.

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

Synergy is proud to be Western Australia’s largest electricity generator and energy retailer. We deliver secure electricity to homes and businesses throughout the Southwest Interconnected System (SWIS) from Coral Bay in the north, to Kalgoorlie in the east, and to Esperance in the south

Click here to discover more about how Western Australia’s energy landscape is evolving to become more sustainable.

**Role Summary**:
The Manager Vulnerable Customer Care is a newly created opportunity in our Vulnerable Customer team based at our Perth CBD office.

The Manager Vulnerable Customer Care is responsible for the day-to-day delivery of energy equity programs and vulnerable customer care. The role seeks to optimise and enhance the customer experience by implementing continuous improvement initiatives, developing team capability, and leveraging strategic partnerships. This position requires a strategic mindset and the ability to collaborate with internal and external stakeholders.

**Key responsibilities of the role include**:

- Lead the Vulnerable Customer Care leaders/teams to achieve key business objectives, connecting Synergy’s vision, purpose, and strategic goals.
- Build strong internal relationships to ensure solutions, products and services are aligned to customer needs and support achievement of customer objectives.
- Develop and build people capability through coaching, mentoring and implementation of employee development plans to deliver to Vulnerable Customer objectives.
- Lead effective delivery of the customer service responsibilities related to vulnerable customers.
- Partner with advocacy groups and industry partners to foster sustainable outcomes for vulnerable customers and lead improved customer outcomes by leveraging partners capabilities.

**What you’ll bring**:

- Tertiary qualification in a relevant field, such as social work, psychology, or business administration.
- 5+ years’ experience leading a team in customer operations with demonstrable experience adding value to customer experience.
- Significant leadership experience with proven success in employee engagement, performance, and development.
- Significant experience in managing psychosocial risks and ensuring a psychologically safe workplace.
- Significant experience managing stakeholder relationships with internal and external interests

**What we offer**:
Working for an employer of choice also means you will enjoy:

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

Click here for a full list of our benefits

**Every Voice Matters**

Our employees have a choice to work for Synergy and it’s a choice we respect and value. In addition to our focus on creating a greener future, Synergy is committed to its ‘people first’ culture and providing an exceptional place to work where our people experience a sense of belonging and have opportunities to learn and grow.

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