Complaints Specialist

4 days 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 Specialist is a newly created opportunity in our Operational Insights and Governance team based at our Perth CBD office.

**Key responsibilities of the role include**:

- Responsible for the management of complaints and complex escalated complaints, ensuring high standards of customer service and compliance are maintained.
- Engage with customers over the phone, in person and in writing, including customers who present to our reception that may experience vulnerabilities.
- Utilise caseload management strategies to proactively manage a workload, including acknowledging complaints in a timely manner, addressing complaints promptly and keeping the customer informed throughout the process.
- Proactively identify improvement opportunities and use strong engagement and influencing skills to work with functional areas to deliver and embed improvements to systems/procedures
- Build and maintain quality relationships with internal and external stakeholders keeping all stakeholders informed and support cross-functional projects aimed at optimising operational processes to achieve higher levels of performance and efficiency.

**What you’ll bring**:

- Year 12 equivalent or previous experience in Frontline management, Cert IV in Management.
- Minimum of 5 years’ experience in frontline customer service roles.
- At least 1 year’s customer service experience in a senior role, ideally management of customer complaints.
- Strong analysis, reporting and organisation skills.
- Excellent stakeholder engagement skills.

**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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