Business Customer Service Lead

Company description:

We're leading Western Australians to their intelligent energy future.

And we want you to be part of it.

You might know us as Western Australia's largest electricity generator and energy retailer, supporting 1.2 million customers across the state.

But what you might not know, is that we're investing in renewable energy projects, including wind farms and big batteries, to help build a more sustainable and reliable future.

Our Big Battery is now live in Kwinana, we're expanding the Warradarge Wind Farm, the WA EV Network has launched, and we have many other projects in the works.

We're a purpose-driven organisation, owned by the people of WA. Our commitment is to ensure all Western Australians have access to secure, reliable, and sustainable energy.

We believe that the benefits of renewable energy aren't just for some, they're for everyone.

This is where you come in.

Job description:

The Business Customer Service Lead Role is an opportunity in our Business Customer & Growth Team based at our Perth Office. The role is being offered as a Max-Term Contract until February 2027.

You will be responsible for leading a high-performing team dedicated to delivering exceptional service to Synergy's business customers. This role provides, coaching, and operational support to ensure service excellence, compliance, and continuous improvement.

Job responsibilities:

• Partner with the Manager Business Customer Service to develop and embed best-practice contact centre methodologies.
• Coach, mentor, and support service agents to enhance customer value and deliver on service objectives.
• Leverage service insights and performance data to set team objectives and drive continuous improvement.
• Implement and maintain robust quality control and risk management practices, ensuring compliance with all legislative, regulatory, and social obligations.
• Lead service delivery for non-contestable business customers, ensuring a consistently high standard of customer excellence.

Profile description:

• Proven ability and experience leading high-performing service teams and consistently deliver strong customer outcomes in fast-paced inbound and outbound contact centre environments.
• Hands-on experience with customer service platforms, including CRM systems and telephony solutions.
• Demonstrated ability to leverage technology to streamline workflows, enhance customer interactions, and support data-driven decision-making.
• Demonstrated ability to build and maintain effective relationships with a wide range of internal and external stakeholders to foster collaboration and leverage resources.

We offer:

So, what's it like working for Synergy?

As one of Australia's most trusted utility brands, we value our customers, the community we operate in, and our people. When you work with us, you'll be joining an inclusive and proactive organisation, one that enables innovative thinking, accountable leadership, and collaboration. It's how we're creating an exceptional workplace, and we want you to be part of it.

At Synergy we have a wide range of benefits designed to help you balance your work and home life, support your health and wellbeing along with having access to professional development opportunities.

Here's a just a few of the benefits you'll have access to as a Synergy employee:

• Flexible work arrangements

• Paid parental leave for primary and secondary caregivers

• Other leave options including reproductive and purchased annual leave

• Volunteer leave so you can give back to your community

• Learning and development opportunities.

More details can be found here

At Synergy we believe in creating an inclusive and diverse workplace where everyone can thrive and feel a true sense of belonging. We're proud to be recognised as an inclusive employer by the Diversity Council of Australia. We celebrate our diversity and warmly welcome applications from individuals of all backgrounds, especially those from underrepresented groups.

Have we sparked your interest? We hope so. It's an exciting time for energy in Western Australia - and you're connected to it.

Click 'Apply' below to get started with your application.

Applications close 22nd October 2025, however Synergy reserves the right to close applications when a suitable pool of candidates is identified.

Need some help?

Get in touch with our Talent Acquisition team