Customer Welfare Consultant

**Customer Welfare Consultant**:
**Job no** 506899
**Work type** Full Time Permanent
**Location** Victoria
**Categories** Customer Services, Call Centre, Available for Referral

**Why Us**
- At EnergyAustralia, we are committed to providing an inclusive culture so our employees can bring their whole selves to work and have a sense of belonging. As an employee you can enjoy such benefits as_
- _Awarded Winner 202_2_ Best Place To Work List_
- _Employee discount on your electricity and gas, discounts on major brands and products_
- _Energise Program - flexible working that is team centric enabling all individuals to agree and succeed together _
- _Volunteer days off to help charities make a difference through volunteering and workplace giving schemes_
- _Access LinkedIN Learning in-house free training platform for professional development_
- _Option to purchase additional annual leave - up to 5 additional weeks per year_
- _Generous discounts for goods & services via our employee benefits program_
- _Excellent company culture, down-to-earth and friendly organisation - be authentic, bring your whole self to work_
- _We _have an internal mobility program where our employees career development come_s_ first_
- _Generous 14-week parental leave_
- _Health and well-being program - online yoga, pilates and Employee Assistance Program_
- _State-of-the-art Melbourne office, _stunning_ views only 3-4 minute walk from Southern Cross station_
- _Inhouse Café and Onsite Tech Bar_

**About the team**

The Energy Assist Team is responsible for working with our most vulnerable customers to assist and help resolve the impact of financial hardship by providing tailored payment solutions. We are passionate about building and delivering an exceptional experience for our customers. We are a small team, so teamwork is at the heart of everything we do. We have weekly coaching sessions, huddles, and team meetings so we can interact collaboratively and continuously look at ways to improve our services and processes for our customers. We have our team days in the office once a week.

**About the role**

As a Customer Welfare Consultant, you will be responsible for identifying customers who are experiencing financial hardship as defined under Energy Australia’s hardship policy. This will include identifying customers’ situations to understand their needs, organising payments plans, billing enquiries, advising on energy efficiency, liaising with internal and external stakeholders and finding creative solutions to resolve customer issues.

Key Accountabilities
- Servicing customers who have been identified as being in financial hardship
- Ensure that hardship customers are managed with compassion and honesty
- Providing hardship assistance to customers by creating awareness on community support programs and government financial assistance programs
- Keeping compliant with Government regulations
- Establish affordable but appropriate payment plans that are within the customer’s capacity to pay within EnergyAustralia’s credit and hardship guidelines
- Provide customers with information relating to bills, services, prices and other relevant information such as community assistance programs

**About You**

You thrive working in a fast-paced environment and passionate about providing an exceptional customer experience. You must be very empathetic and understand the sensitive circumstances customers may be facing and can adjust your service skills as required. You must possess a strong work ethic and able to adhere to compliance guidelines, team spirit, positive personality, and patience. A creative problem solver with the ability to work within set parameters as well as a high level of attention to detail.
- We’re committed to providing an inclusive culture so our employees can bring their whole selves to work and have a sense of belonging. From our PRISM network that creates a positive culture for LGBTQ+ employees to our Reconciliation Action Plan that has commitments to strengthen relationships with Aboriginal and Torres Strait Islander people and organisations, it’s a workplace where everyone’s welcome._