Head of Residential

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 way we access and use energy is rapidly changing, driven by new technology and our desire to make our lives more sustainable. We’ve created a new role, the Head of Residential & Customer Operations, to join our Customer team leading Western Australia customer to this intelligent energy future. This role is based at our Perth CBD office.

As the Head of Residential and Customer Operations, you'll be accountable for overseeing strategic outsourced partnerships to provide high-quality residential customer service delivery. You'll also be responsible for managing a shared operational service for all customer segments. This role requires an adaptive, dynamic leader with experience in leading diverse customer service teams and outsourced partners and driving transformational change.

To succeed, you'll need a strong track record of engaging effectively with senior leaders, including board members, and achieving positive outcomes through persuasive communication. In summary, we're seeking a results-driven leader with excellent communication skills who can lead and transform our customer operations function to deliver outstanding service to all our customers.

**Key responsibilities of the role include**:

- Drive strategic oversight of partner execution and performance to deliver high-quality services and solutions that meet agreed targets. Engage with senior leaders, including board members, to ensure alignment with strategic objectives.
- Develop a customer experience framework that promotes continuous improvement and service excellence. Leverage insights data to deliver value-add products and services to the market. Build and lead diverse customer service teams and outsourced partners to execute on this framework.
- Optimize the customer experience by leveraging strategic partners and analysing insights data. Implement data-driven solutions to deliver high-quality service to customers. Ensure regulatory compliance and manage risks associated with customer operations.
- Embed disciplined risk, compliance, and audit activities to ensure regulatory commitments are met. Collaborate with senior leaders, including board members, to drive a culture of risk management, compliance, and audit across the organization. Communicate regulatory compliance measures and risk management strategies to senior leaders.

**What you’ll bring**:

- At least 10 years of experience in senior leadership roles in customer service, retail, or related industries.
- Proven experience in managing strategic partnerships and driving transformational change.
- Demonstrated experience in building and leading diverse teams.
- Strong track record of achieving positive outcomes through effective communication and engagement with senior leaders, including board members.
- Experience in developing and implementing customer experience strategies, with a focus on service excellence and continuous improvement.

**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.