Complaints Lead

3 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 Lead is an exciting opportunity in our Operational Insights and Governance team in our customer business unit based at our Perth CBD office.

The purpose of the role is to provide operational oversight of the complaints team and activities within the Operational Insights and Governance team. You will ensure the team activities are executed successfully to drive and improve customer engagement and you will have a strong focus on people leadership to drive employee engagement, L&D, talent management and succession planning in the complaints team.

**Key responsibilities of the role include**:

- Provide leadership and empowerment to the Complaints team and create a culture of high performance, creativity, self-management, professionalism, teamwork, innovation, co-operation, and improvement
- Provide guidance to the complaints team, ensuring that they are equipped to analyse and interpret complaints data, and provide recommendations for improvement and optimisation.
- Lead and manage the complaints team to inform the design and development of solutions to remove problems, maximise process efficiency, drive down errors / non-compliance to process and implement comprehensive operating procedures.
- Responsible for the management of complaints and escalated complaints, ensuring high standards of customer service and compliance are maintained.
- Effectively manage work volumes and team reporting requirements to deliver an exceptional customer service experience.

**What you’ll bring**:

- Undergraduate degree in business or a related field
- Minimum of 5-8 years’ experience in customer engagement/complaints management
- 5 - 8 years’ experience leading a high performing operational team, ideally with demonstrated experience adding value to customer experience
- Strong leadership experience with proven success in employee engagement, performance, development, and talent acquisition.
- Well-developed negotiation, relationship building and influencing 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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