Case Management Lead

3 days ago

Perth, Western Australia Synergy Au Full time

The 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

Click here to discover more about how Western Australia's energy landscape is evolving to become more sustainable.

**Role Summary**:
The Case Management Lead is an exciting opportunity in our Customer business unit based at our Perth CBD office.

Reporting to the Residential Customer Success Manager, the Case Management Lead is responsible for coordinating the Case Management team and delivering personalized support to vulnerable customers experiencing financial hardship.

**Key responsibilities of the role include**:

- Develop and maintain a high performing, customer centric team culture that provides exceptional customer service to our most vulnerable customers.
- Conduct regular performance management activities, including coaching and development sessions, to monitor performance and develop staff capability.
- Support and promote a mentally healthy and safe workplace culture
- Review, monitor, and adapt Synergy's hardship customer programs in line with changing customer needs, external market trends and the economic environmental changes.
- Build strong stakeholder relationships with Synergy's strategic partners and internal stakeholders through effective and timely communication.

**What you'll bring**:

- 5 years' experience in Customer Engagement and/or hardship support
- 3 years' experience managing a team
- Demonstrated people management and coaching skills including scheduling and work force planning
- Knowledge of all relevant energy customer codes (compliance, network access, metering, privacy)
- Understanding of SAP CRM systems

**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
- Visa sponsorship and relocation assistance where applicable

Click here for a full list of our benefits

**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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