Vulnerable Cust Care Program Specialist

2 weeks ago

Perth, Western Australia Synergy Au Full time

PerthThe 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

**Role Description**:
The Vulnerable Customer Care Program Specialist is an impactful, forward thinking and collaborative opportunity within our Customer Team based at our Perth CBD offices.

The purpose of this role is to deliver insights on the success of Synergy's vulnerable customer care programs through identifying and coordinating operational improvements. This position aims to maximise the benefits of vulnerable customer care programs through leveraging internal partnerships and developing relationships with external stakeholders.

**Job responsibilities**:

- Accountable for ongoing operational process improvements and delivery of operational insights on all Vulnerable Customer Care programs and products.
- Support and coordinate scaling of all Vulnerable Customer Care Programs, including embedding of operational changes and process implementation.
- Regularly reviews risk management requirements and relative controls to ensure risk levels are reduced.
- Work with internal teams to build reporting frameworks to support the consolidation of data, financial and customer outcomes, trends, risks, process opportunities, and insights for broader stakeholder reporting. In addition, support the Vulnerable Customer Program Principal with insights and improvements for future programs and coordinating a resolution.
- Key point of contact and influence for relevant internal and external operational stakeholders, including external agencies and government relations.

**What you will bring**:

- Tertiary qualifications in a relevant field, such as social work, psychology, or business administration.
- Experience in a similar role, ideally within a customer centric industry or organisation.
- Project or program management experience coordinating operational improvements and presenting project and/or program insights
- Excellent relationship management skills, reporting to a range of stakeholders through various communication channels, alongside experience supporting external stakeholders, including providing support to third-party vendors
- Experience with CX360/Salesforce, SAP, Financial Counsellors Portal.

**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

**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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