Hardship Specialist

Position Summary:
We’re looking for a compassionate and dedicated Hardship Specialist to join our team. This role is key in supporting customers who may be experiencing financial challenges by delivering empathetic and effective solutions that promote long-term sustainability in their energy usage. This is an opportunity to make a meaningful difference in the lives of those who need support while contributing to our purpose-driven mission.

Key Responsibilities:
Engage with customers who may be experiencing financial difficulty, identifying their unique needs and offering tailored support.

Develop and implement individual support plans that are aligned with Energy Locals’ hardship policies and procedures.

Collaborate with other teams to ensure a holistic approach to customer support, including debt management and energy efficiency advice.

Maintain accurate records and ensure all interactions comply with regulatory requirements and internal policies.

Provide insights and recommendations to improve our hardship support programs and processes.

**Requirements**:
Proven experience in a similar role, ideally within energy, utilities, or a customer service setting.

Strong understanding of financial hardship and the support mechanisms available to assist those in need.

Excellent interpersonal and communication skills, with the ability to handle sensitive conversations empathetically.

Pay: From $73,150.00 per year

**Benefits**:

- Parental leave
- Travel reimbursement
- Work from home

Schedule:

- 8 hour shift
- Monday to Friday
- No weekends
- Rotating roster

Supplementary Pay:

- Overtime pay

Work Authorisation:

- Australia (preferred)

Work Location: Hybrid remote in Cremorne, VIC 3121

Application Deadline: 20/12/2024