Customer Welfare Consultant New Intake

2 days ago

Melbourne, Victoria, Australia Energyaustralia Full time

**Customer Welfare Consultant | NEW INTAKE**:
**Job no** 507559
**Work type** Full Time Permanent
**Location** Victoria
**Categories** Customer Services, Call Centre, Available for Referral

**About the team**
Our Vulnerability team is responsible for working with our most vulnerable customers to assist and help resolve the impact of financial hardship by providing tailored payment solutions. We are passionate about building and delivering an exceptional experience for our customers. We are a small team and growing, so teamwork is at the heart of everything we do. We have weekly coaching sessions, huddles, and team meetings so we can interact collaboratively and continuously look at ways to improve our services and processes for our customers. We have our team days in the office once a week.

**About the role**
As a Customer Welfare Consultant, you will work closely with our customers to identify those who are experiencing financial hardship as defined under Energy Australia's hardship policy. This will include identifying customers' situations, understanding their needs, organising payments plans, billing enquiries, advising on energy efficiency, liaising with internal and external stakeholders and finding creative solutions to resolve customer issues.

**About You**

Knowledge of government financial assistance programs, government regulations, and hardship guidelines would be an advantage.

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