Mass Market Collections Specialist

Are you passionate about renewable energy and eager to make a positive impact and generate change? Do you thrive in a supportive and collaborative work environment where your contributions are valued and recognised? If so, we have the perfect opportunity for you

About Diamond Energy, an Energy Bay Brand

Energy Bay is rapidly expanding along the renewable energy value chain and across multiple geographies, with the goal of decarbonising industry.

Established in 2016, Energy Bay offers specialised distributed renewable energy solutions to facilitate enterprise customers and property landlords through the energy transition. Founded on the values of innovation, value creation and social responsibility, Energy Bay is backed by impact capital from Australia's largest private financial sponsors, including Grok Ventures, Soletto and Skip Capital.

An exciting opportunity (Full-time role) has arisen in the Mass Market Collections Specialist at Diamond Energy, an Energy Bay brand.

Diamond Energy prides itself as a leading renewable energy, electricity retailer that is rated 5 stars in the Green Electricity Guide by Greenpeace and earned a CHOICE recommendation in 2023 We are dedicated to providing sustainable and clean energy solutions to our customers. As a growing company with big dreams, we offer an exceptional working environment where you can expand your experience and be part of a meaningful mission to create a greener and cleaner future.

We are looking for a commercially driven Mass Market Collections Specialist to join our dynamic team. This role will be responsible for administering the payment reminder and escalation processes across the mass market portfolio—including residential, small business, and Embedded Network (EN) customers. This is truly a 360 degrees role which includes managing payment plans, extensions, and failed payments with the objective of minimising outstanding balances while ensuring all activities comply with relevant regulatory obligations, including hardship and disconnection guidelines set by the Australian Energy Regulator (AER), Essential Service Commission (ESC) and other industry bodies.

To learn more about Diamond Energy, please visit

Energy Bay Culture

Energy Bay has a distinctly unique, transparent, and constructive company culture. We are a team focused on maximising the scale and impact we create in the energy transition. We are seeking to build on our existing culture and create a diverse team with wide range personal and professional experience, with a long-term focus on execution and the highest standards of delivery.

Our Vision: Generating Change

Our Mission: Your partner in delivering decentralised net zero energy solutions

Our Values: Zero Harm | Enduring Solutions |Customer Driven |Trusted Partner

As a Mass Market Collections Specialist with Diamond Energy, you will be responsible for:

• Responsibility for all checks for running of the 1st reminder, 2nd reminder and disconnection warning notifications in CRM for mass market sites.

• Establish escalated customer payment plans in line with authorisations / rules.

• Monitor customer adherence to payment plans.

• Track end of customer payment plans and seek to re-establish new plans.

• Monitor / update customer payment extensions and any follow up activity.

• Run the disconnection for non-payment checklist, seeking approval before they are progressed.

• Run the new occupants process, including sending out notifications

• Follow up on expiring / expired credit cards

• Conduct reviews of suitability of payment plans. Follow up to establish updated plans where existing plans are seen as not appropriate

• Responding to all customer enquiries (general, billing, etc.) to close timely and accurately.

• Responding to sales enquiries, including initiating tariff checks, sales messages and sending quotes.

• Work with key team members to improve visibility and automation to track customer payments, payment plans and extensions.

You will be successful in the role if you possess:

• A minimum of 2-3 years' experience in a customer facing role

• Proven ability to manage multiple competing priorities while maintaining attention to detail

• Analytical and process focused, reliable and punctual

• Excellent communication, negotiation and active listening skills with the ability to empathise with customers and obtain a customer focus ethic.

• A team player that has great attention to detail and ability to follow through on commitments.

• Sound IT skills including working knowledge of Excel, Outlook and CRM systems

You'll love working here because:

• We believe in responsibility and reward you for taking initiative

• We're a successful, fast-growing company with an entrepreneurial vibe

• We love to promote internally and offer development opportunities

• Comprehensive training and mentorship from experienced professionals

• New office location, with stunning panoramic views, close to Burnley train station

• We have a great work culture, come and join our team

By joining our team, you'll be contributing to supporting renewable energy. Your work as a Mass Market Collections Specialist will directly impact our ability to help our customers live greener and cleaner.

Diamond Energy prides itself on being a diverse and an equal employment opportunity employer.