Case Manager

Perth
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.
Role Description
The Case Manager is an exciting 12-month max-term opportunity in our Vulnerable Customer team based at our Perth Central Park office.
The Case Manager's primary focus is to deliver exceptional customer service and support to Synergy's vulnerable customers including those experiencing socio-economic challenges, family and domestic violence, financial hardship, and the impacts of the cost-of-living pressures.
Case Managers will provide a professional, empathetic and customer-centric service through phone and face-to-face interactions, empowering and educating customers to manage their energy needs and enhance their energy literacy.
Job Responsibilities
Delivering exceptional one to one case managed services to vulnerable customers experiencing financial hardship, including supporting customers who are experiencing family and domestic violence.Receive inbound calls and place outbound calls to customers and key internal/external stakeholders.Manage a customer case load by adhering to customer service methodology.Process customer hardship assessments: negotiate instalment plans and payment deferrals, contacting customers to guide them through Synergy's credit and payment processes.Empower customers to take control of their energy needs and educate to improve customer energy literacy.
What You Will Bring
Demonstrated experience in the areas of Customer Service, preferably within a Call Centre environment.Exceptional interpersonal skills and demonstrated ability to demonstrate customer-centric support.Sound understanding of the socio-economic issues facing vulnerable or disadvantaged communities.Hardship policies, procedure knowledge and experience working with diverse groups and cultures.Relationship management skills, with experience in navigating confrontational scenarios and demonstrating strong resilience skills.
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 arrangementsPaid parental leave for primary and secondary caregiversOther leave options including reproductive and purchased annual leaveVolunteer leave so you can give back to your communityLearning 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 Wednesday 27th August, 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 at