Complaints and Escalations Sme

2 weeks 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 Complaints and Escalations SME role is an opportunity in our Operational Insights and Governance team based at our Forrest Centre site.

The primary focus of the role is to enable an excellent customer experience through quality call, complaint resolution, knowledge sharing, coaching, and embedding quality customer interactions through our business partner and continuously striving to refine and improve process with the complaints and escalations space.

**Key responsibilities of the role include**:

- Act as the escalation point for customer complaints from our strategic partners and key internal stakeholders
- Investigate and resolve complaints in a timely and empathetic manner
- Analyse trends and identify areas for improvements in products, services or processes
- Collaborate across the organisation to implement proactive measures to prevent reoccurrence of complaints.

**What you’ll bring**:

- Proven experience in customer resolution and complaints management or in a similar customer service role
- Excellent verbal and written communication skills, with a strong emphasis on empathy and problem solving
- Analytical mindset with the ability to identify patterns and trends
- Proactive approach and inquisitive nature

**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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