Business Customer Support Lead

7 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 Business Customer Support Lead is an exciting opportunity in our Business Customer & Growth team based at our Perth CBD office.

The Business Customer & Growth team provides service and sells solutions that meet the evolving energy needs of business customers, with an increasing focus on green offerings.

The role is accountable for leading the Business Customer Support team, providing coaching, planning and support and actively driving sales and service support performance activities across Business Customer & Growth.

**Key responsibilities of the role include**:

- Lead Business Customer Support team to achieve key business objectives, connecting Synergy’s vision, purpose, and strategic goals.
- Coaching, mentoring and development of support team to drive customer value and outcomes and deliver to service objectives.
- Ensure robust quality control and risk management systems are implemented, and all legislative, regulatory, and social responsibilities are met.
- Lead and manage all auditing activity across BC&G ensuring responsibilities are met.
- Lead and facilitate the delivery of support to contestable business customers, to the highest standard of customer excellence, with contribution toward continuously improving Customer Effort Score (CES).

**What you’ll bring**:

- Demonstrated understanding of customer contract fulfillment activities and ability to manage service queues.
- Demonstrated experience driving support related activities to achieve sales and service outcomes.
- Strong stakeholder engagement skills.
- Demonstrated experience leading support teams with a customer-centric approach.
- Demonstrated leadership experience with proven success in employee engagement, performance, development, and talent acquisition.

**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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