Customer Support Officer

We are unique

Essential Energy is an organisation that values your voice, empowers your autonomy, recognises the strength in diversity, and prioritises your well‑being while offering attractive remuneration and benefits. Take pride in having a meaningful impact on regional, rural and remote communities while being a pivotal player in the energy industry's future.

About the role

As a Customer Support Officer, you will play a key role in investigating and resolving customer claims, complaints, Guaranteed Service Levels (GSLs), and escalated enquiries. You will manage Ombudsman matters and retailer concerns in accordance with Essential Energy’s policies and procedures. This role requires timely and efficient handling of all matters to ensure compliance with NECF and other relevant legislation, while delivering high‑quality outcomes for both customers and the business.

This role can be based anywhere within Essential Energy’s operational footprint.

About You

You are a proactive and professional individual with a strong customer focus and a commitment to resolving issues effectively. You thrive in a dynamic environment, are confident in managing sensitive matters, and bring a collaborative approach to working across divisions. You are motivated by making a positive impact and contributing to a culture of excellence and continuous improvement.

About your skills

You possess strong communication and interpersonal skills, with the ability to influence and negotiate outcomes. Your problem‑solving and decision‑making abilities enable you to apply sound judgement within delegated limits. You are skilled in researching and analysing customer data, maintaining confidentiality, and managing a varied workload under pressure. You are proficient in computer operations and business systems relevant to the role.

Required Qualifications

- Certificate III in Business and Certificate IV in General Insurance or demonstrated capability through relevant experience and/or qualifications.

Desired experience

- Experience in a similar role dealing with customer complaints, claims, and escalated enquiries.

- Proven ability to investigate, assess, and resolve claims and compensation requests.

- Experience managing Ombudsman matters within delegated limits.

- Familiarity with Essential Energy’s Claims Policies and Procedures.

- Understanding of the NSW regulated energy framework.

- Experience in maintaining records in line with corporate and regulatory requirements.

Why Essential Energy

Essential Energy provides employees with a broad range of employee benefits through our corporate partnerships with organisations such as Qantas, Optus, NIB and Mildura Health Fund. You will also gain access to our Health and Wellbeing programmes including fitness passport. Visit our employee benefits page for more information.

We are proud to be recognised as a

WORK180 Endorsed Employer for All Women.

An energy network doesn’t just keep the lights on… it’s a living network that needs to adapt to new and emerging energy generation technologies while still meeting the energy needs of customers.

It requires innovation, commitment, and collaboration to bring people together to solve the energy delivery challenges of the modern world.

Your potential will be realised, and you’ll feel a real sense of purpose and satisfaction knowing you have a pivot role to play in delivering the energy of the future to the people who need it today.

For further information please contact Sharee Murphy Customer Resolutions Team Leader on 026589 8060.

Applications close on Sunday 9 November at 11:55pm

Passionate people. Global thinking. Regional heart.

Building a better energy future.

Essential Energy is committed to building a culturally diverse and inclusive workplace and strongly encourages applicants to apply regardless of gender, age, ethnicity, sexual orientation, or disability.

As an organisation, our aim is to champion inclusivity in the workplace and celebrate the difference in all our employees.

At Essential Energy, we are committed to supporting adjustments throughout the recruitment and selection process, as well as during employment. We actively support and encourage people with disability to apply to Essential Energy (including alternate formats of application forms or alternate ways for accessibility). To discuss adjustment requirements, please contact careers@essentialenergy.com.au or call us on 1800 255 777.

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