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Complaints Officer

4 months ago

Perth, Australia Synergy 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 Complaints Officer is an exciting opportunity in our Operational Insights and Governance team based at our Perth CBD Offices.

The purpose of the role is to enable an exceptional customer experience by proactively delivering key insights into the customer experience through complaints management, information sharing, and embedding process excellence throughout the Customer business unit.

Key responsibilities of the role include:

  • Central point of contact for escalated customer issues for internal and external customers.
  • Responsible for the investigation and management of complaints and escalated complaints, ensuring high standards of customer service, records and compliance are maintained.
  • Engage with customers over the phone, in person and in writing, including customers who present to our reception that may experience vulnerabilities.
  • Demonstrate a deep understanding of complaints data, providing insights to enable process improvement and industry best practice continuous improvement for people, processes, and system enhancements.
  • Build and maintain quality relationships with internal and external stakeholders keeping all stakeholders informed and escalating any business/customer risks.

What you’ll bring:

  • Minimum of 3+ years’ experience in frontline customer service roles.
  • At least 1 year’s customer service experience managing customer complaints
  • Demonstrated experience adding value to customer experience and resolving customer dissatisfaction.
  • Excellent stakeholder engagement, communication and time management skills
  • Previous experience working in an energy related industry, utilities, or telco is not essential but will be highly regarded.

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

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.

We understand that it is important for our workforce to reflect the diversity of the community in which we operate. We are proud to be recognised as an inclusive employer since 2021 by the Diversity Council of Australia. Whatever your background or however you identify, please apply if this is a role that would make you excited to come into work every day.

Please email recruitment@synergy.net.au if you require assistance with submitting your application

Synergy reserves the right to close applications when a suitable pool of candidates is identified