Energy Billing

About the Company

CleanPeak Energy is an Australian-owned renewable energy company. We build, own and operate a portfolio of large-scale solar, battery and thermal energy infrastructure – providing smart, reliable and cost-effective energy to our customers.

We currently manage over 50 individual embedded networks, providing electricity billing services to over 8,000 customers.  We are seeking a dedicated and customer-focused Collections Officer to join our team in the electricity retail billing sector.

About the Role

This role is responsible for managing overdue electricity accounts, working closely with residential and small business customers to recover outstanding balances, and ensuring all actions align with regulatory requirements. A strong emphasis is placed on maintaining positive customer relationships, supporting financial hardship processes, and contributing to account retention.

Key Responsibilities include:

• Proactively contact customers in arrears via phone, email, and letters in accordance with the dunning cycle
• Negotiate and manage payment arrangements that consider customer circumstances and comply with industry guidelines
• Issue reminder and disconnection warning notices as required under the National Energy Retail Rules (NERR)
• Liaise with customers to understand reasons for non-payment and provide appropriate solutions or support pathways, including hardship referrals
• Update and maintain accurate customer account information in billing and CRM systems
• Follow up on payment commitments and ensure receipt of payments
• Escalate complex cases to the management where necessary
• Provide account information such as balances, statements, and disconnection timelines
• Work collaboratively with internal teams (billing, customer service, compliance) to resolve customer queries
• Ensure all collection activity complies with energy regulations, privacy legislation, and company policies
• Track arrears trends and proactively flag accounts at risk of disconnection or cancellation
• Contribute to reducing bad debt write-offs and improving overall debt recovery
• Maintain accurate records of all communication and actions taken on customer accounts
• Support the retention of customers by offering flexible solutions and high-quality service during the collections process

Role Requirements

• Proven experience in collections, credit control, or accounts receivable, ideally within the energy or utilities industry
• Strong knowledge of the National Energy Retail Rules (Part 6 – Payment Difficulties & Disconnection) is highly desirable
• Excellent communication and negotiation skills with the ability to handle sensitive conversations
• High level of attention to detail and accuracy in data entry and documentation
• Ability to manage time effectively and prioritise tasks in a fast-paced environment
• Experience with billing and CRM platforms
• Understanding of financial hardship programs and customer assistance policies
• Sound knowledge of the Privacy Act, consumer protections, and relevant compliance standards
• A proactive and empathetic approach to customer service and conflict resolution

Why CleanPeak Energy?

We are growing fast. Since starting in 2017, we've built over $600 million worth of assets and are developing more each month.

If you want to be part of the transition to a more sustainable future, we would love to hear from you.  Please submit your resume and a cover letter to apply.

Please note that due to the high volume of applicants, only shortlisted candidates will be contacted. CleanPeak Energy is an equal opportunity employer. All applications will be handled with complete confidentiality. No agencies please.

Previous applicants need not apply.