Customer Support Officer
Customer Support Officer
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1 Vacancy
Job Description
We are unique
Essential Energy is an organisation that values your voice empowers your autonomy recognises the strength in diversity and prioritises your well-being while offering attractive remuneration and benefits. Take pride in having a meaningful impact on regional rural and remote communities while being a pivotal player in the energy industrys future.
We are currently recruiting for a permanent Customer Support Officer to join our Customer and Corporate Affairs division. This role will ideally be based in Port Macquarie and can also be within theEssential Energy footprint.
About the role
As a Customer Support Officer at Essential Energy youll play a vital role in ensuring our customers receive timely accurate and empathetic support. Youll be responsible for investigating and resolving claims complaints and escalated enquiries including Ombudsman matters in line with our policies and regulatory obligations. This is a dynamic role that requires strong analytical skills sound judgement and a commitment to delivering exceptional service.
Youll work across multiple divisions collaborating with internal stakeholders to ensure customer concerns are addressed professionally and efficiently. Your work will directly contribute to our mission of delivering best-in-class service and maintaining compliance with NECF and other relevant legislation.
Key responsibilities include:
- Investigating and resolving customer claims and Guaranteed Service Levels (GSLs)
- Managing compensation requests within delegated authority
- Handling Ombudsman and retailer escalations with professionalism
- Maintaining accurate records in accordance with policy and regulatory requirements
- Supporting administrative functions including mail and reception duties
About You
Youre a confident communicator and problem-solver who thrives in a fast-paced environment. You bring a customer-first mindset and a strong sense of accountability to everything you do. With a background in customer service or claims management youre ready to take ownership of complex enquiries and deliver outcomes that align with Essential Energys values.
Youre comfortable navigating multiple systems interpreting data and working collaboratively with others to achieve shared goals. Your ability to manage sensitive matters with discretion and professionalism sets you apart.
To be successful in this role you will have:
- Certificate III in Business and Certificate IV in General Insurance or equivalent experience
- Demonstrated experience in managing customer complaints and claims
- Strong communication and negotiation skills
- Proven ability to analyse customer data and recommend solutions
- Excellent time management and organisational skills
Why Essential Energy
We offer competitive remuneration commensurate with skills and experience and 16.5% superannuation.
Essential Energy provides employees with a broad range of benefits through our corporate partnerships with organisations such as Qantas Optus nib and Mildura Health Fund. You will also gain access to our Health and Wellbeing programs including fitness passport. Visit our employee benefits page for more information.
For further information please contact Sharee Murphy Customer Resolutions Team Leader on.
Applications close on Sunday 7 April 2025 at 11:55pm
Passionate people. Global thinking. Regional heart.
Building a better energy future.
Essential Energy is committed to building a culturally diverse and inclusive workplace and strongly encourages applicants to apply regardless of gender age ethnicity sexual orientation or disability.
As an organisation our aim is to champion inclusivity in the workplace and celebrate the difference in all our employees.
At Essential Energy we are committed to supporting adjustments throughout the recruitment and selection process as well as during employment. We actively support and encourage people with disability to apply to Essential Energy (including alternate formats of application forms or alternate ways for accessibility). To discuss adjustment requirements please contactor call us on.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
