Customer Service Officer

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 has arisen in the Customer Service team at Diamond Energy, an Energy Bay brand.

Diamond Energy prides itself as a leading renewable energy, electricity retailer that has 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.

Join the Renewable Revolution: Customer Service Officer (Full-Time, Permanent)

Are you passionate about sustainability and eager to make a meaningful impact in the renewable energy sector? We're seeking a dedicated and enthusiastic Customer Service Officer to join our vibrant team. This full-time, permanent position offers a unique opportunity to gain in-depth knowledge of the renewable energy market while delivering outstanding service to our valued clients.

In this role, you'll be the first point of contact for customers, ensuring their experience is seamless, informative, and positive. You'll play a key part in maintaining client satisfaction and supporting our mission to accelerate the transition to clean energy.The successful candidate will possess excellent communication skills, attention to detail, and the ability to work in a close-knit team.

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 Customer Service Officer with Diamond Energy you will be responsible for:

• Providing exceptional service to our existing customers

• Effectively answer inbound customer calls and follow up on email queries, with focus on customer retention and enhanced customer experience

• Collating, checking, following up and processing returned customer information

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

• Converting inbound calls to sales

• Updating customer and lead status in CRM and associated customer tracking systems

• Actioning customer service dashboard activities and utilising CRM workflows to communicate with customer

• Capturing and recording first level customer complaints and escalating as required

• Negotiating customer payment plans and facilitating payments within business requirements

• Work with our other teams across the business to help deliver a great end to end customer experience

You will be successful in the role if you:

• Exceptional customer service skills, customer focus ethic and empathy

• Excellent verbal and written communications skills and active listening skills.

• Initiative, accuracy, attention-to-detail and outcome-focused

• Ability to multi-task and follow through on commitments

• Effective at engaging and empathizing with customers through enquiries and operational processes including the ability to identify and manage exceptions in a timely and

proactive manner.

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

• Ability to work as part of a close-knit team in a dynamic and growing business with a strong interest in renewable energy

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 Customer Service Officer 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.