Head of Vulnerable Customer

5 days ago

Perth, Australia Synergy Full time

The time tojoin Synergy has never been more exciting because you’ll behelping us to deliver on our commitment towards becoming a net zerocarbon emission business by .

We areinvesting $3 billion in large-scale renewables development andcreating unlimited opportunities for our people to contribute tothe growth of innovative solutions in our operations as we invest.This is your chance to help us transform the energy industry andbuild a more sustainable future for Western Australia.

Synergy isproud to be Western Australia’s largest electricity generatorand energy retailer. We deliver secure electricity to homes andbusinesses throughout the Southwest Interconnected System (SWIS)from Coral Bay in the north, to Kalgoorlie in the east, and toEsperance in the south.

Click RoleSummary:

The Head ofVulnerable Customer is an exciting and rewarding opportunity in ourCustomer Business unit based at our Perth CBD office. This role ispart of the senior leadership team in Customer and plays anintegral role in the strategic planning of this businessunit. You are a member of Synergy's senior leadership team(SLT), executing the corporate strategy, leading people, and rolemodelling culture.

As the Headof Vulnerable Customer, you will be responsible for developing andexecuting a comprehensive strategy to support vulnerable customers.You will oversee the design, implementation and effectiveness ofprograms and policies, ensuring they align with our purpose andregulatory requirements. Your leadership will drive initiativesthat enhance the customer experience, promote socialresponsibility, and ensure the company's services are inclusive andaccessible.

Keyresponsibilities of the role include :

Develop and execute the strategic vision and plan for supporting vulnerable customers with a focus on energy equity, aligning with Synergy’s customer centricity and social value framework Effectively leading the Vulnerable Customer function, you will be responsible for all outcomes within these teams. This includes engagement and safety of our people, driving strategic direction, performance growth, continuous improvement, customer experience, compliance, risk and credit. Design, implement and review programs and policies that address the needs of vulnerable customers, using data and feedback to drive continuous improvement to ensure they are effective and sustainable. Ensure rigorous compliance with all relevant industry regulations, standards, and best practices. Manage the debt book, implementing strategies to support debt management and recovery while maintaining customer care standards.

Whatyou’ll bring:

5+ years in senior leadership roles leading large teams in customer support, with strong leadership and management skills driving an engaged culture Proven track record of developing and implementing strategic plans and initiatives at a senior level including engagement at Board and executive level, through to front line delivery. Demonstrated experience in positive relationship management and stakeholder engagement with the ability to influence and engage at all levels internally and externally. Including with partners, not for profits, outsourced providers, advocacy groups and regulatory bodies to achieve improved outcomes that benefit vulnerable customers. Deep understanding of the challenges and needs of vulnerable customer groups and experience in advocating for this customer group. Including experience in representing the business in public forums and industry events, championing the needs of vulnerable customers. Empathy, integrity, resilience and a strong commitment to social responsibility.

Whatwe offer:

Working foran employer of choice also means you will enjoy:

Flexible work arrangements Professional Development Opportunities Purchased Annual Leave Best practice parental leave Opportunity to shape and lead a critical area of the business

Click EveryVoice Matters

Our employeeshave a choice to work for Synergy and it’s a choice werespect and value. In addition to our focus on creating a greenerfuture, Synergy is committed to its ‘people first’culture and providing an exceptional place to work where our peopleexperience a sense of belonging and have opportunities to learn andgrow.

We understandthat it is important for our workforce to reflect the diversity ofthe community in which we operate. We are proud to be recognised asan inclusive employer since by the Diversity Council ofAustralia.

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